Credit Union Member Relations Manager
About The Position
Member Relations Manager If you are interested in working for a leader in the credit union industry, then we are looking for you! We are a dynamic company with growth opportunities. Our membership base consists of ComEd/Exelon, Constellation, Northwestern Medicine, and Northwestern University employees and students, as well as a 14-county community charter including Evanston and Rockford. We are currently seeking a Member Relations Manager for our Chicago-Loop (Monroe Street) office to oversee the Member Relations Department, its staff, contact center, service delivery channels, and teller operations at the Main Office.
Requirements
- Bachelor's degree.
- 3+ years of experience in banking, credit union, or financial services.
- Solid computer, analytical, math, and communication skills.
Nice To Haves
- Management experience is preferred.
- Bilingual (English/Spanish) is a plus
Responsibilities
- Provide effective and excellent member service to credit union members and guests.
- Assist with existing transaction, loan, and savings accounts, as well as other product lines offered.
- Assist members with servicing-related needs, including but not limited to: account reconciliation/research, check copies, check orders, mobile/online banking, statements, stop payment requests, etc.
- Manage shared branching administration and controls.
- Oversee the Member Relations Automatic Call Distribution (ACD) Workgroup.
- Supervise the digital member engagement platform, including the chatbot and live chat.
- Coordinate the mobile/remote deposit service for membership.
- Coordinate the BSA/FinCEN/OFAC programs and work with branch managers to ensure compliance.
- Manage the Signature Guarantee/Medallion Stamp process for all locations.
- Responsible for account administration in the core data processor, including address changes, closing accounts, name changes, power of attorney, and trust requests.
- Monitor staff processing of deceased accounts.
- Coordinate the annual dormant/escheat process.
- Oversee the member check printing program.
- Lead staff in the handling of subpoenas, garnishments, levies, and citations.
- Coordinate Individual Retirement Account (IRA) program account administration and management.
- Explain financial products and services to members, evaluating their needs, and recommending the credit union's best available options.
- Evaluate/review your staff's performance, including providing performance feedback and coaching.
- Maintain departmental procedures.
- Assist in auditing and reporting functions.
- Multi-task and receive and assign or complete work through a variety of channels, including online, telephone, in-person, mail, fax, etc.
- Perform Teller responsibilities as required.
- Maintain a solid understanding of products and services, operational procedures, and departmental innerworkings
Benefits
- First Northern offers a generous benefits package including medical, dental and vision insurance; free life & disability plans; 401(k) with company match after 1 year of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
51-100 employees
