Assistant Financial Center Manager

Soarion Credit Union•San Antonio, TX

3d•Onsite

About The Position

The Assistant Financial Center Manager is a key partner in delivering exceptional member experiences, ensuring operational excellence, and supporting the Financial Center Manager in meeting team performance, compliance and member satisfaction. This role is responsible for supporting and coaching staff to provide outstanding, personalized service and helps lead the team in fostering long-term relationships with members, anticipating their needs, and delivering tailored financial solutions. While operational excellence is essential, the focus of this role is on continuously elevating the member experience at every touchpoint, ensuring that every interaction leaves a positive, lasting impact.

Requirements

3-5 years of experience in a credit union environment, with a proven track record in both operational support and driving a superior member experience.
Demonstrated ability to coach and develop team members while achieving high levels of service excellence.
Knowledge of credit union policies and procedures, products, services, systems and compliance standards.
Must be bondable.
Availability to work outside normal business hours or Saturdays, as needed.
May be required to travel locally and work at other branches as needed.

Nice To Haves

Associate’s degree in Business Administration, Finance, or a related field preferred.

Responsibilities

Assist the Financial Center Manager in leading by example to ensure the team consistently delivers exceptional member service, supporting ongoing coaching and feedback to staff in real-time.
Coach senior advisors and advisors to engage with members meaningfully, identify their unique needs, and provide personalized financial guidance.
Take proactive steps to address member needs before they arise, anticipating opportunities to deepen relationships and enhance member satisfaction.
Continuously monitor member feedback, both formal and informal, to identify areas for improvement and implement strategies to elevate service standards.
Foster a culture of service excellence by coaching and mentoring senior member advisors and advisors to consistently exceed member expectations.
Support the FC Manager in guiding the team to develop deeper knowledge of members' financial goals, leveraging ongoing coaching to help team members offer tailored solutions and achieve service excellence.
Proactively identify training and development needs through daily staff interactions and operational oversight, collaborating with the Training Department to recommend targeted solutions, while keeping the Financial Center Manager informed to ensure alignment on coaching priorities and staff development goals.
Lead by example in delivering exceptional service and guide the team in maintaining this level of excellence across all touchpoints.
Provide regular feedback and performance insights to the Financial Center Manager to support accurate and comprehensive annual employee reviews, leveraging close day-to-day interactions with staff to inform evaluations.
Support the seamless operation of the financial center, ensuring processes run smoothly while maintaining a sharp focus on delivering an outstanding member experience.
Ensure the efficient execution of operational tasks such as daily balancing, transaction accuracy, and compliance with protocols, allowing the team to focus on service delivery, while reporting progress and issues to the Financial Center Manager for broader oversight.
Help create operational workflows that streamline services without compromising the quality of the member experience.
Conduct regular audits and assessments to ensure all procedures are followed correctly, minimizing errors while maintaining a high standard of service.
Collaborate with the Financial Center Manager to identify and recommend updates to operational procedures, drawing on frontline experience to improve efficiency and enhance the member experience.
Ensure every member interaction is proactive and rooted in understanding their needs, fostering trust, and building strong, lasting relationships.
Encourage the team to anticipate member needs and proactively engage with them at every touchpoint to enhance satisfaction and loyalty.
Lead efforts to establish ongoing, meaningful outreach, ensuring members feel heard, valued, and supported throughout their journey.
Take ownership of proactively addressing member concerns and escalations, ensuring issues are resolved swiftly, reinforcing a positive experience and continued trust.
Support the Financial Center Manager in maintaining an environment that exceeds member expectations by ensuring cleanliness, organization, and functionality, proactively identifying facility-related issues.
Proactively identify and address any operational or facility issues before they affect the member experience.
Work with the Financial Center Manager to ensure all equipment and systems are fully functional, contributing to an efficient and enjoyable experience for members and staff alike.
Collaborate with the team, and the Financial Center Manager to identify and implement innovative processes and solutions that improve operational efficiency and continuously elevate the member experience.
Implement best practices that encourage continuous improvement in service delivery, ensuring the financial center stays ahead of member expectations and market trends.
Share feedback with the Financial Center Manager to ensure operational adjustments align with the goal of maximizing member satisfaction.
Ensure the accuracy of financial transactions while maintaining a focus on the member experience—handling all transactions smoothly and securely.
Ensure that all operational procedures for transactional accuracy and risk management are followed diligently, working closely with the Financial Center Manager to address discrepancies promptly and ensure smooth operations.
Support the team in minimizing errors and losses, ensuring that operational integrity is maintained while upholding the quality of service delivery.
Partner with the Financial Center Manager to ensure the branch is consistently audit-ready for both internal and external audits by maintaining strict adherence to regulatory requirements, internal controls, and operational policies — including areas such as cash handling, member documentation, security procedures, and record retention.