Member Relations Manager
About The Position
The Member Relations Manager models a high-energy, world-class service and sales culture within the branch and credit union. The role provides leadership, coaching, mentoring, and staff development for frontline and teller staff, while helping the branch meet the credit union’s goals. The manager supports the Branch Manager and Senior Management with day-to-day operations and assists with branch services, including teller backup when needed. The position builds relationships with new and existing members, identifies their financial needs, and recommends products and services that support member goals and credit union objectives. It promotes sales through outbound calls, cross-sales, referrals, and participation in off-site sales events and credit union functions. The role also performs member account and lending services. Responsibilities include opening accounts, counseling members about loans and repayment terms, reviewing applications, making recommendations on applications referred to senior lending staff, processing approved loans, maintaining loan and member records, handling collateral and insurance documentation, and disbursing approved loan checks. The manager follows credit union lending policies, underwriting guidelines, and applicable state and federal regulations.
Requirements
- High school education.
- Passionate and enthusiastic, with strong leadership skills.
- Planning, organizational, communication, mentoring, coaching, staff-development, and goal-setting skills.
- World-class service skills.
- Intermediate knowledge of credit union products, services, loan policies, and procedures.
- Strong sales and sales-coaching skills.
- Knowledge of federal and state regulations relating to credit union operations management.
- Knowledge of Microsoft Office applications.
- Intermediate math skills, including calculations involving decimals, percentages, and fractions.
- Availability to work weekends and extended hours as needed.
- Availability to attend off-site sales events and credit union functions as needed.
- Outgoing personality and ability to solicit new business and make outbound phone calls.
- Ability to work well with others, follow directions, and work independently.
- Detail-oriented.
- Willingness to make underwriting decisions.
- Must become a notary.
- Must comply with government and other regulations affecting the credit union industry, including the Bank Secrecy Act and the USA PATRIOT Act.
Responsibilities
- Model the credit union’s mission, vision, values, and a high-energy, world-class service and sales culture.
- Provide leadership to teller and frontline staff, including coaching, mentoring, motivating, and supporting their performance, growth, and development.
- Assist the Branch Manager and Senior Management with day-to-day operations.
- Assist with branch services and operations, including teller backup when needed.
- Build relationships with new and existing members; identify needs and recommend products and services that support their financial goals.
- Promote sales through outbound calls, cross-sales, referrals, and other sales activities.
- Follow established lending policies and underwriting guidelines.
- Open share draft, certificate, individual retirement, club, and other accounts.
- Counsel members about loan problems, changes to payment terms, repayment schedules, collateral releases, and loan purpose, amount, and payment terms.
- Take and review loan applications and recommend disposition of other loan applications to Senior Lending staff.
- Obtain credit ratings as required.
- Close and process loan requests, gather collateral information, and secure and verify signatures and witnesses on documents.
- Review and update member records, including credit ratings, loan screens, and document accuracy.
- Review collateral insurance records and request coverage information from members.
- Coordinate placement or discharge of the credit union’s security interest on titled collateral with vendors or holders.
- Disburse checks for approved loans.
- Record information about approved or rejected applications, extension agreements, security releases, and deferred payments in member files.
- Answer telephone inquiries about loans and the credit union’s products and services.
- Comply with applicable state and federal laws and regulations, including government and industry requirements.
- Help promote a positive credit union image outside working hours.
- Attend special off-site sales events and credit union functions as needed.
- Perform other duties as assigned or deemed necessary to meet the credit union’s goals and objectives.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
