Disney Parks Branches Member Experience Manager I - Branch

Partners Federal Credit Union•Lake Buena Vista, FL

About The Position

The Member Experience Manager is a multi-function leadership position responsible for overseeing all aspects of branch operations, sales, member service, audit, and financial performance. This role primarily supervises the Teller line and collaborates closely with the Branch Manager to ensure efficient lobby operations and delivery of high-quality service to our Members. This position supports day-to-day leadership, training, performance management, and execution of policies and procedures, all while fostering a service-oriented, consultative environment that promotes member satisfaction and business growth.

Requirements

High School Diploma or GED
2 to 5 years of relevant work experience
Experience using a Check Imaging System
Experience using Episys
Experience using Synapsys
Experience using Verafin
Notary, Medallion, NMLS
Proficiency in Microsoft Office suite
Excellent Member Service, verbal, and written communication skills
Ability to take initiative, work in a team, and resolve conflicts
Exceptional decision-making and problem-solving skills
Shift work including weekends; hours may fall outside of a standard 8–5 schedule to support branch hours.

Responsibilities

Ensure all operational and sales functions are correctly performed per policy, including audit and security procedures.
Act as a backup to the Branch Manager as needed.
Lead by example through consultative sales techniques and personal achievement of sales goals.
Answer teller questions, solve problems, and support complex transactions or member concerns.
Manage teller scheduling and coverage through Coconut Branch Scheduling and regional Saturday rotations.
Balance vault and oversee cash orders, shipments, and use of Cash Dispense Machines (TCRs/ITMs).
Approve high-dollar transactions, including check holds, wires, and negotiables outside advisor limits.
Drive lead generation and referral development to uncover financial opportunities for Members.
Resolve escalated member requests promptly and accurately.
Ensure advisors actively cross-sell credit union products (e.g., PLP, GAP, MBI).
Coach, train, and develop cast members using tools such as Success Maps, Playbooks, and GAIN/ARCH models.
Collaborate with Performance and Development Coaches to support retail strategy execution.
Complete opening and closing operations, including alarms and vault duties.
Accurately complete the Internal Verification Process (IVP) as assigned.
Communicate any process or branch-related issues effectively to the Branch Manager.