Assistant Manager - Member Center

Texas Dow Employees Credit Union • Fort Worth, TX

3d • Onsite

About The Position

The Assistant Member Center Manager partners with the Member Center Manager to coach, develop, and lead branch employees towards achieving individual, branch, and organizational growth goals while delivering an exceptional member service experience. This role fosters a positive, can-do attitude and motivates staff to strive towards goal objectives by understanding and supporting the Credit Union’s business plan, their branch’s member experience, key plays, and community service objectives. The Assistant Manager establishes strong member relationships, teaches effective techniques, and uses critical thinking to problem-solve and create solutions for in-policy or procedural issues. They execute exceptions to policy and procedures based on business acumen and risk management, exercising independent judgment for operational and member-impacting decisions. This role understands the ramifications of errors that may subject the credit union to losses and/or litigation and acts to mitigate risk. They create a memorable member experience by cultivating, maintaining, and enhancing relationships within a book of business through proactive outreach (in person, phone, or other channels), processing account and loan transactions. Using a consultative approach, they uncover and identify member needs, tailoring recommendations and solutions. The Assistant Manager troubleshoots and resolves member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues, navigating services to offer solutions for members' life journeys. Adherence to all TDECU policies, procedures, and behavioral excellence is expected, as this is a key position intended to convey a professional image of TDECU to members.

Requirements

• High School Diploma or equivalent education and experience is required.
• Additional training in banking, loans or new accounts is required.
• At least 3-5 years of experience in Member Service, banking, new accounts and lending is required.
• Progressive experience and authority with a demonstrated track record of meeting/exceeding individual and team sales goals.
• 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.

Nice To Haves

• Up to 20% travel required.

Responsibilities

• Leads by example by performing banking services (opening deposit and loan accounts), achieving sales (cross-selling banking products and services including partner referrals), educating members on digital solutions, and completing proactive outreach activities with members and non-members.
• Exercises a business owner mindset by making independent decisions, including but not limited to overrides in consumer lending, check hold decisions, and fee waivers, using all available information to make the best decision at the time of service to mitigate risk and provide a high level of member service.
• Owns member issues through resolution, troubleshooting and resolving inquiries in a timely, friendly, and accurate manner, escalating member feedback to Management, and making member call backs to support Net Promoter efforts.
• Treats members and employees with professionalism, courtesy, respect, and empathy through challenges, keeping the TDECU Mission, Vision, and Purpose at the forefront.
• Provides management overview and decision-making.
• 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 Net Promoter Score and implementing tools and programs that implement NPS.
• Ensures strong technical and service skills by providing in-center training or scheduling appropriate training for employees and coordinating delivery with the Member Center Manager.
• Informs the 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.
• Working with the Member Center Manager, leverages internal recognition programs and engagement principles to incentivize and reward team members for efforts and results.
• Designs staff schedules ensuring coverage according to procedure, gauging coverage needs during high volume seasons, and providing 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 support of the Credit Union’s Mission, Vision, Purpose, 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.

Benefits

• Additional training in banking, loans or new accounts is required.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED