Position Summary: The Assistant Member Center Manager’s responsibilities are to partner with the Member Center Manager to coach, develop and lead branch employees to obtain individual, branch and organizational growth goals while delivering an exceptional member service experience. Fosters a positive can-do attitude and successfully motivates staff to strive towards goal objectives by understanding and supporting the Credit Union’s business plan and their branch’s member experience, key plays and community service objectives. Successfully establishes strong member relationships and teaches techniques. Uses critical thinking skills to problem solve and create solutions when there is in policy or procedure to address it. Executes exceptions to policy and procedures based on business acumen and risk management.
Exercises independent judgement to make operational and member impacting decisions. Understands ramifications of errors may subject the credit union to losses and/or litigation, and acts to mitigate risk
Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships in a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate, processing account and loan transactions. Using a consultative approach with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Able to troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues. Can easily navigate our services and offer solutions to navigate the journey of life.
Adheres to all TDECU policies, procedures, and behavioral excellence. This is a key position and is intended to convey to members a professional image of TDECU.
Essential Duties and Responsibilities:
- Leads by example: Performs banking services (opening deposit and loan accounts), achieves sales (cross-selling banking products and services including partner referrals), educates members on digital solutions, and completes proactive outreach activities with members and non-members. These tasks are routinely performed to retain and enhance sales and service skills as well as provide coverage during training and staffing shortages.
- Exercises a business owner mindset by making independent decisions, including but not limited to overrides in consumer lending, check hold decision, and fee waivers. Uses all information available to make the best decision at the time of service. Sound decision making should mitigate risk and provide a high level of member service.
- Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations. Provides Management overview and decision making.
- Member Experience: Facilitates a positive member experience in the branch by developing employees, monitoring service standards through role play, observations, coaching sessions and on-the-spot feedback. Responsible for leveling-up feedback that impacts New Promoter Score and implementing tools and programs that implement NPS.
- Training and Coaching: Ensures strong technical and service skills by providing in-center training or scheduling appropriate training for employees and coordinating delivery with Member Center Manager. Informs Member Center Manager of employee progress, status and accomplishments to support annual performance reviews and quarterly check-ins. Responsible for onboarding and training coordination of new hires.
- Team Engagement: Working with Member Center Manager, leverages internal recognition programs and engagement principles to incent and reward team members for efforts and results.
- Member Center Operations: Designs staff schedules ensuring coverage according to procedure. Gauges coverage needs during high volume seasons. Provides schedules in a timely manner. Monitors cash operations and branch self-audits according to procedure and policy. Administers branch budget, purchases and records retention policies.
- Actively participates in community development activities as assigned in the support of the Credit Union’s Mission, Vision, Purpose and Values and business development. Conducts Marketing and promotion activities like financial presentations, at local events and trade shows.
- Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.
Minimum Qualifications:
Education:
High School Diploma or equivalent education.
Experience:
At least 3 -5 years of experience in Member Service, banking, new accounts and lending is required. Progressive experience and authority with demonstrated track record of meeting / exceeding individual and team sales goals.
Knowledge, Skills, and Abilities:
- Ability to effectively coach and develop individuals with varying levels of experience. Ability to leverage influence to garner results from colleagues and indirect reports.
- Skilled at building relationships and networks within and outside of the organization to support organizational goals.
- Skilled at developing and maintaining a culture of results where accountability drives individual and team results.
- Skilled at creating and supporting a culture of adaptability.
- Strong attention to detail even when working with numbers and names in a fast-paced environment. Ability to document numbers and words without error. Ability to review guides and follow step-by-step processes without error.
- Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy
- Provides world class REAL Service
- Demonstrates and coaches job-required skills and behaviors for newer team members. Serves as a Role Model to team members.
- Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union. Maintains positive service approach with Members through challenging situations.
- Strong oral and written communication skills; ability to speak and write clearly and effectively
- Dedication to meeting the expectations and requirements of internal and external members
- Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills.
- Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business
- Must be able to operate a ten key calculator and computer keyboard by touch
- Availability to work with the Credit Union’s core business hours. Saturday hours are required in this role.
- Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training
- Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member.
- Ability to use feedback for continuous improvement and development. Skilled at leveling-up ideas, issues and challenges for Management insight and remediation.
- Proactively identifies members banking issues and needs through conversations and active listening.
- Serves as a resource to members, prospective members, and employees
- Provides world class, REAL Service
Physical Demands and Work Environment:
- While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
- The noise level in the work environment is usually moderate.
- Up to 20% travel required.
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.
