Member Experience Supervisor (Branch Supervisor) - Rialto, CA

Member Experience Supervisor (Branch Supervisor) - Rialto, CA

We believe that everything starts with leadership! If you have a passion for first-class service, collaboration, one team spirit, team development, and service to the community - we'd like to speak with you.

The Member Experience Supervisor role supports branch leadership in delivering exceptional member service through the day-to-day operations. Supports the branch team as a mentor, trainer, and coach; performing supervisory duties as assigned.

Essential Functions and Responsibilities

Service

1. Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
2. Ensures that exceptional member service is being provided to members and team members, at all times.
3. Serves as a strong example of leadership in work ethic, professionalism, and conduct.
4. Actively participates in and provides leadership for the team in meeting the goals of the department and the Credit Union by promoting a harmonious work environment that motivates others towards team participation, goal setting/accomplishment, and personal development.
5. Ensures staff commitment to member service standards. This includes leading by example with a positive and professional tone and demeanor when assisting members and team members. Using courage and integrity to take action and provide friendly service at all times.

Daily Responsibilities

1. Assists in development and execution of branch plans; identifies areas of opportunity and makes sound recommendations to improve member experience.
2. Assists with branch talent planning; acts as a mentor, trainer, and coach by observing the team and providing on-the-spot feedback and continued guidance.
3. Serves as a first point of contact for member escalations with the ability to resolve complex inquiries and conduct research to provide appropriate solutions that result in a positive member experience.
4. Builds, cultivates, and manages positive relationships with team members throughout the organization; continuously advocates for the membership; makes swift decisions while balancing risk and service.
5. Serves as a subject-matter expert; presents and facilitates at team meetings and Credit Union learning events.
6. Assists with overall branch operations, such as; new account compliance, security controls, cash management, branch opening and closing, and audit integrity.
7. Assists team members and members with complex loans transactions and/or inquires and act as an in-branch resource, identifying and offering appropriate member solutions.
8. Personally, and proactively assists members with service needs; balances supervisory responsibilities while placing members first.
9. Personally, participates and motivates teammates to assist at local Membership Development and community events, building strong relationships within the branch community.
10. Assists in testing, training, and implementation of new system functionality, enhancements, or other organizational projects; Champions new initiatives, providing constructive feedback, and helping drive branch adoption.
11. Performs supervisory duties, including but not limited to scheduling, planning, assigning, directing and evaluating team members' work; measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews/coaching sessions, recommends salary increases, and develops higher levels of expertise in team members through coaching and training.
12. Acts as leader on duty in the absence of more senior team members.
13. Supports and assists at branches throughout the Arrowhead branch network.
14. Regular and predictable attendance and punctuality.
15. Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags and Office of Foreign Assets Control (OFAC) and complies with all federal and state laws/regulations as well as organizational policies, procedures, and processes applicable to area of responsibility.
16. Other duties as necessary and assigned by the Supervisor to achieve the goal of the credit Union.

No aggressive sales goals our focus is serving Members.

Benefits Include: (not a complete list)

Wellbeing

• Weekly pay
• 401K Retirement Savings Plan with company match
• Paid time off accrual begins upon hire, 15 paid vacation days, 11 paid holidays
• Paid sick leave (and increases with tenure!)
• Company-provided life insurance at twice your annual salary
• Financial Education Programs
• DoorDash DashPass

Health

• Medical, Dental, and Vision Insurance for part-time and full-time employees
• Modern Health
• Care.com subscription
• Teladoc

Career Development

• Career development opportunities
• Team members are eligible to apply for assistance with educational expenses through ArrowHeart's scholarship program

To learn more about Arrowhead Credit Union and our service culture, visit our Career page, and our ArrowHeart Foundation.

The pay range for this position is listed below.

Starting pay for successful applicants is generally within the minimum to midpoint of the pay range. Our consideration for pay is designed to support career growth and development over time. Offers extended depend on a variety of job-related factors, including but not limited to individual experience, knowledge, training, education, geographic location, market demands, and internal equity.

Pay range:

Minimum: $26.22 /hour | Midpoint: $32.78/hour| Maximum: $39.34/hour

Qualifications

Education

Required

High School or better.

Experience

Required

2 years:

Progressive experience with the teller, new accounts, and lending functions in a financial institution, preferably a credit union is required.

Preferred

Prior experience in a supervisory role or demonstrated coaching/leadership skills is required. Demonstrated mastery of prior experience in relationship building and delivering consultative, member-centric service is required.

Licenses & Certifications

Preferred

Notary

Mortgage Loan Originator

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.