Assistant Manager - Member Center

TDECU•Victoria, TX

6d•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 and teaches effective techniques, using critical thinking skills to problem-solve and create solutions for issues that fall outside of standard policy or procedure. They execute exceptions to policy and procedures based on business acumen and risk management, exercising independent judgment to make operational and member-impacting decisions while mitigating risk. The role involves creating a memorable member experience by cultivating, maintaining, and enhancing relationships through proactive outreach, processing transactions, and using a consultative approach to identify member needs and recommend tailored solutions. The Assistant Manager resolves member and internal inquiries accurately and efficiently, navigating services to assist members throughout their financial journey and adhering to all TDECU policies and procedures to maintain a professional image.

Requirements

High School Diploma or equivalent education and experience.
Additional training in banking, loans or new accounts.
At least 3-5 years of experience in Member Service, banking, new accounts and lending.
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.
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, especially 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.

Nice To Haves

Up to 20% travel required.

Responsibilities

Performs banking services including opening deposit and loan accounts.
Achieves sales goals, including cross-selling banking products and services and making partner referrals.
Educates members on digital solutions.
Completes proactive outreach activities with members and non-members to retain and enhance sales and service skills.
Provides coverage during training and staffing shortages.
Makes independent decisions, including overrides in consumer lending, check hold decisions, and fee waivers, to mitigate risk and provide high member service.
Owns member issues through resolution, troubleshooting and resolving inquiries accurately and efficiently.
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.
Facilitates a positive member experience by developing employees, monitoring service standards through role play, observations, coaching sessions, and on-the-spot feedback.
Levels-up feedback that impacts Net Promoter Score and implements tools and programs that implement NPS.
Provides in-center training or schedules appropriate training for employees and coordinates delivery with the Member Center Manager.
Informs the Member Center Manager of employee progress, status, and accomplishments.
Coordinates onboarding and training of new hires.
Leverages internal recognition programs and engagement principles to incentivize and reward team members.
Designs staff schedules ensuring coverage according to procedure and gauges coverage needs during high volume seasons.
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 and conducts marketing and promotion activities like financial presentations.
Completes all mandatory compliance testing on time.
Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.