Member Services Manager

Position Summary

To achieve success in this position, a Manager must create and lead a team capable of exceeding expectations of Credit Union members. Knowledge of all Credit Union products and services is essential to ensure proper training and coaching of branch staff. The Manager should be forward-thinking; strategic planning is expected to properly manage the branch in the manner of a franchise owner. The Manager is accountable for branch operations and staff development while simultaneously understanding and advocating for the branch’s role in the overall Credit Union structure.

Essential Functions

• Lead and direct the branch staff to ensure exemplary service to WyHy’s membership.
• Build and strengthen relationships with the community to proactively build membership.
• Develop, coach and mentor staff to achieve production and service benchmarks.
• Ensure compliance with policies, procedures, laws and regulations.
• Manage daily operations for the branch and its staff.
• Manage overall branch security including internal and external threats.
• Facilitate positive conflict resolution with escalated issues.
• Achieve branch level benchmarks to aid in WyHy achieving overall strategic goals.
• Manage branch resources by utilizing standard purchasing techniques.
• Identify and proactively ensure that branch staff have the tools necessary to achieve individual and department level service and production benchmarks.
• Ensure all branch staff understand the overall credit union objectives and how individual contributions affects WyHy’s ability to serve its members.
• Understand and be proficient in all staff duties to aid in member service when needed.
• Manage and coordinate facility maintenance, including cleaning, lawn care, snow removal, parking lot maintenance, etc.
• Assist Information Technology department with troubleshooting and resolution to Casper issues by physical presence.
• Identify, support, and participate in community and WyHy related events.
• Coordinate with Cheyenne staff to ensure Casper branch replicates activities occurring in Cheyenne.

Supervisory Functions

• Interview, hire and train new employees.
• Manage and support staff.

• Identify and proactively ensure that branch staff have the tools necessary to achieve individual and department level service and production benchmarks.
• Develop, coach and counsel staff to achieve production, personal and professional goals and service benchmarks.
• Conduct performance evaluations that are timely and constructive.

These are not to be construed as exclusive or all-inclusive. Additional duties may be required and assigned. This list of duties and responsibilities is subject to change without notice.

QUALIFICATIONS

The requirements listed in this description are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Required Education and Experience

• High School education
• Five years or more experience in a retail financial environment of a credit union or financial institution

Preferred Education and Experience

• Bachelor’s Degree in Business or related field
• Two years or more experience at a supervisory level

Knowledge and Abilities

• This position requires a perceptive person capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill.
• Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches.
• Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.
• Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and employees.
• Excellent problem-solving skills.
• Excellent time management skills, with a proven ability to meet deadlines. Excellent organizational skills and attention to detail.
• Resiliency, with an ability to work in a fast-paced environment with a proven ability to multi-task.
• Strong math skills.
• Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy.
• Excellent computer, telephone, 10-key and other office machinery skills.
• Proficiency in all Microsoft Office suite programs.
• The ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions.
• Ability to maintain member confidentiality.

Physical Requirements

• While performing the essential duties of the position, the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds. This position may include prolonged periods of time working on a computer and looking at a monitor screen, as well as prolonged periods on feet.

Position Requirements

• Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), and Saturday from 8:45 AM to 12:15 PM. Travel and time spent outside normal business hours is required.
• Requirement to be bonded. Successful background check including personal credit report and criminal record.
• Involvement in the community in the form of clubs, organizations, charities, or some other form of community involvement expected.