MEMBER EXPERIENCE MANAGER

Dover Federal Credit Union•Village of Cantebury, DE

About The Position

The Member Experience Manager delivers exceptional member service and represents Dover Federal Credit Union positively while administering, directing team members, and guiding branch operations. The manager ensures established policies and procedures are followed and coaches, develops, and trains branch staff in product knowledge, cross-selling, and operational growth. This role supervises branch staff and operations, oversees sales and service goals, supports member transactions and applications, and maintains branch staffing, security, supplies, facilities, and regulatory compliance. The manager also participates in financial literacy and training activities, community and marketing events, and local business outreach. The position includes managing job-related risks and performing other assigned duties. The listed functions are not exhaustive and may be supplemented as needed.

Requirements

Education equivalent to four years of high school plus some post-secondary technical coursework.
At least 4 years of experience in the credit union or financial services industry.
At least 2 years of prior supervisory experience.
Professional, well-developed interpersonal skills for interviewing loan applicants and representing the Credit Union positively.
Knowledge of Credit Union policies and procedures and branch services and products.
Judgment to apply broader aspects of established practices to situations beyond clear, concise guidelines.
Intermediate working knowledge of a PC and applications including Word, Excel, and MS Outlook.
Intermediate mathematical skills, including calculations and concepts involving decimals, percentages, and fractions.
NMLS required, or ability to obtain it within six months of hire.

Nice To Haves

Lending experience preferred.
Cash handling experience preferred.

Responsibilities

Perform the essential functions of the Assistant Member Experience Manager position, in addition to the duties listed for this role.
Meet branch sales and service goals, refer appropriate products and services to members in alignment with the branch scorecard, and meet minimum scorecard requirements.
Perform branch functions as required and assigned by the Area Support Manager, and maintain adequate product knowledge.
Supervise branch staff, review performance monthly, set goals, develop improvement plans, delegate work, communicate improvement needs through scorecard management, and recognize high performance.
Hold employees accountable for performance, attitude, and behavior through scorecard documentation and recommend corrective action when appropriate.
Participate in Financial Literacy/BVS classes as instructed and manage in-branch training and educational sessions, including Wednesday morning training, in coordination with the Assistant Member Experience Manager.
Train, assign, direct, coordinate, and review staff work; maintain a motivated, well-trained team and effective employee relations.
Ensure adequate staffing for efficient and secure operations, cover other branches as required, conduct interviews, and coordinate hiring decisions with the Assistant Member Experience Manager, Area Support Manager, and Human Resources.
Ensure branch staff comply with policies, procedures, and Credit Union requirements, including completing required outbound calls.
Monitor branch operations to maintain a consistent professional image and approach.
Maintain and reorder office equipment, supplies, and inventory to meet minimum limits.
Ensure branch compliance with federal laws and regulations, including requirements set by the National Credit Union Administration and other regulatory agencies.
Process membership, loan, and deposit applications; establish accounts for eligible members; and ethically cross-sell products and services suited to members’ financial needs.
Assist members with transactions and account opening and closing, withdrawals, transfers, and loans, including interviewing, system entry, processing, and decisions.
Manage branch security and safety, maintain the alarm system, communicate changes to team members, and follow dual-control procedures.
Complete the monthly security checklist according to auditing guidelines.
Monitor cash intake and output and order cash according to branch limits.
Maintain the branch facility, production workflow, and physical environment.
Provide a friendly, professional, fair, standardized, non-discriminatory, and non-preferential environment for members and team members.
Attend meetings and prepare and submit required reports on time.
Provide notary and Medallion Signature services.
Participate in marketing and community events and branch activities to improve member experience and culture.
Visit local businesses to develop new relationships and strengthen existing ones, promoting beneficial partnerships.
Manage risks associated with the role, make and support risk-informed decisions, and remain alert to emerging risks that could jeopardize the Credit Union.
Perform other duties as assigned.