Member Experience Supervisor

Marine Credit Union•Stanley, WI

About The Position

The Member Experience Supervisor oversees credit union branch operations and helps ensure that members receive quality service in accordance with established policies and procedures. The role supports members in escalated situations, assists with complex account problems, serves as a technology liaison, and helps manage branch workflow. The supervisor also supports the RSM with branch supervision and may serve as an interim leader in the RSM capacity. The position oversees, coaches, mentors, and develops branch employees, including Member Advocate III staff, to support sales, service, member relationship, and loan growth goals. It assists with onboarding and training new hires, retention, and succession planning. The supervisor promotes credit union products and services, financial counseling initiatives, and opportunities to expand members’ relationships with the credit union. 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.
Ability to build community contacts and local business.
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.
A 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 policies, procedures, rules, and regulations.
Evaluate branch operations for quality of work and member service.
Oversee branch cash audits, ATM and CRM operations, opening and closing logs, branch security, and branch appearance.
Oversee, coach, mentor, and develop branch employees.
Support members in escalated situations and assist with 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.
Assist staff and members with complex account problems.
Identify opportunities to advance members on their financial journeys by expanding member relationships.
Coach Member Advocate III staff to achieve loan growth goals.
Promote financial counseling initiatives to support 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.
Adapt positively to change and implement changes.
Travel when required.