Manager - Polaris

Wright-Patt Credit Union•Columbus, OH

2d•$76,690 - $115,107

About The Position

The Member Center Manager leads all aspects of a Member Center, including member service and membership growth, in alignment with the organization’s Service Delivery Strategy. The role is responsible for operating controls, regulatory requirements, industry standards, and risk management for the Member Center. The manager leads a properly staffed, well-trained, and motivated team, ensuring partners work safely and consistently apply corporate service standards. As a working manager, the role also interacts directly with members, helps meet their needs, trains members to use convenient services—including PTM technology where applicable—and encourages engagement with the cooperative. The position oversees partner hiring, training, certification, coaching, performance reviews, and development. It establishes service expectations, manages financial results, communicates performance through staff meetings and huddles, and builds partnerships with other lines of business. The manager also oversees operational efficiency and compliance, represents the credit union in the community, and supports budgets, reporting, operating plans, and projects affecting the Member Center Network.

Responsibilities

Lead a well-staffed Member Center operation with trained and motivated partners who work safely and consistently deliver service in accordance with corporate standards.
Supervise and develop Member Center partners, including hiring, training, certification, coaching, performance reviews, and career development.
Build partnerships between Member Center partners and line-of-business partners, including financial advisors, mortgage loan officers, Member Business Services, and the CoverPoint team.
Establish member service expectations and manage financial results.
Conduct staff meetings and huddles to communicate results and expectations and recognize successes and opportunities for improved performance.
Ensure the Member Center operates efficiently and reliably and complies with applicable laws, regulations, and rules.
Maintain a strong internal control environment, mitigate risk, and monitor processes and procedures for fraud-related risk.
Interact with members to help meet their needs, educate and train them on convenient services (including PTM technology where applicable), and encourage use of the cooperative and member engagement.
Participate in community engagement efforts for the assigned Member Center.
Represent the credit union in the community and at public events and on boards, and seek and support opportunities to expand within WPCU markets.
Support budgets, reporting, and operating plans for Member Centers and projects affecting the Member Center Network.
Perform other duties as required.