Member Experience Supervisor

Marine Credit Union • Stanley, WI

1d

About The Position

The Member Experience Supervisor oversees credit union branch operations and helps ensure members receive quality service in accordance with established policies and procedures. The role supports members in escalated situations, serves as a liaison for technology, and assists with branch workflow and supervision. The supervisor also serves as an interim leader in the RSM capacity.

This position oversees and develops branch employees, including coaching staff to meet sales, service, member relationship, and loan growth goals. It assists with training and onboarding new hires, supports financial counseling initiatives, and presents credit union products and services to members. Travel may be required.

Requirements

• Knowledge of banking deposit operations, including deposits and lending.
• Ability to provide critical feedback to team members.
• Ability to influence, educate, and connect team members and members to technology.
• Knowledge of laws and regulations related to credit union operations.
• Previous leadership experience and training.
• Previous customer service experience.
• Certified in Financial Counseling.
• Expertise in Symitar and CX360.
• College degree in Business, Finance, Economics, or a related field is highly desired.
• At least 1 year of management experience is desired.

Nice To Haves

• Business development or sales experience is highly desired.
• Bilingual ability is preferred.
• College degree in Business, Finance, Economics, or a related field is highly desired.
• At least 1 year of management experience is desired.

Responsibilities

• Ensure branch compliance with credit union policies, procedures, rules, and regulations.
• Evaluate branch operations to ensure quality work and service to members.
• Oversee branch cash audits, ATM and CRM operations, opening and closing logs, branch security, and branch appearance.
• Oversee, coach, mentor, and develop branch employees.
• Provide member support in escalated situations and assist with overall branch workflow.
• Assist with branch security and safety, including periodic reviews of security and safety policies and procedures.
• Assist the RSM with branch supervision and serve as an interim leader in the RSM capacity.
• Help staff and members solve complex account problems.
• Identify opportunities to advance members' financial journeys and expand member relationships.
• Coach Member Advocate III staff to achieve loan growth goals.
• Foster financial counseling initiatives to advance members' financial lives.
• Oversee training and education for new hires to support retention and succession planning.
• Present credit union products and services to members to grow the business.
• Respond positively to change and implement changes.
• Build community contacts and business locally.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed