Head of Member Operations

People's Credit Union • South Kingstown, RI

24d

About The Position

This position provides an extraordinary member experience by actively assisting the Head of Branch, managing the activities and staff of the branch to ensure proper alignment with Credit Union goals and service standards. Directly supervises the day-to-day operational activities of the Branch, as well as driving the financial growth and experience of our members.

Requirements

• A bachelor’s degree in business administration or High School/GED certificate with equivalent experience
• Minimum of one (1) year experience in a supervisory role
• Minimum of 2 to 5 years retail experience in a financial institution required
• Ability to multitask
• Exhibits strong leadership skills
• Strong oral and written communication skills
• Experience in Windows, Microsoft Office, and Lending Software
• Apply for and successfully maintain NMLS registration
• Completion of all assigned trainings per regulations set forth by SAFE Act

Responsibilities

• Plans, coordinates, and directs the daily operational activities of an assigned branch
• Opens and closes branch as needed in line with Credit Union security policies and procedures
• Prepares monthly branch office reports for review by management
• Works with MSRs to perform routine branch audits, vault operations, branch equipment maintenance, and branch and ATM settlement
• Ensures quality control/contact event items are resolved within compliance standards
• Provides effective leadership by modeling the behaviors of excellent member service and creating a positive work environment through empowerment and fostering a culture of trust
• Assumes the management of activities and staff of a branch office during the absence of the Head of Branch
• Assists the Head of Branch in managing the daily staff activities that will drive growth and development with members and non-members to achieve goals such as lending, deposit growth, and account opening
• Ensures that Credit Union service standards are maintained within the branch, including opening new accounts, providing information, and resolving problems/issues
• Coaches and develops the team to achieve assigned member relationship growth, satisfaction scores, and loan goals
• Ensures timely completion of member on-boarding process and timeline
• Resolves product and service complaints by determining cause of the problem, selecting and explaining the best solution, expediting correction/adjustment, and follow up to ensure resolution
• Promotes member self-service by continually educating and utilizing PCU’s website, online and mobile platforms
• Models People’s Credit Union’s values and purpose in all interactions, decisions, and leadership practices
• Continuously develops expertise and leverages industry trends to strengthen performance and align with the Credit Union’s strategic direction
• Champions financial literacy and transparency internally, helping all employees understand how their work contributes to PCU’s success
• Serves as a visible leader and ambassador of PCU’s mission in the community and the credit union movement
• Communicates organizational updates and initiatives to staff in a timely and effective manner
• Maintains a positive leadership role with staff and works to foster a culture of trust, collaboration and accountability
• Effective management in creating highly motivated, well-trained staff
• Ensures all employees have appropriate training and development plans including the recommendations of appropriate external and internal training as necessary for staff development
• Monitors branch loan functions to achieve growth and strategic goals
• Gathering of all pertinent documents, and other factors relevant to the underwriting of consumer loans and providing to centralized lending team
• Interviews consumer loan applicants to gather the required information for a credit application, explaining loan options, rates and terms and close loan on approval
• Follows the lending process guidelines using centralized lending – coaches and reviews staff applications for accuracy to ensure a positive member and colleague experience
• Apply for and successfully maintain NMLS registration
• Completion of all assigned trainings per regulations set forth by SAFE Act
• Completion of annual registration renewal process

Benefits

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events

What This Job Offers

• Job Type: Full-time
• Career Level: Manager