Member Relations Operations Manager

Northern Credit Union•Watertown, NY

14d•$64,254 - $81,285•Hybrid

About The Position

While exhibiting Humble, Hungry, and People Smart Virtues, the Member Relations Operation Manager is responsible for coordinating and directing Member Relations department projects, policies, procedures, system enhancements, and initiatives as well as analyzing and reporting key data to predict future enhancements and drive the Member Relations mission and vision. Through collaboration with other department leaders and teams and a focus, this leader ensures a high level of service, profitability and compliance and promotes a highly engaged, people-focused team that consistently meets and exceeds expectations to support Members’ needs and in support of Northern’s mission, vision, and strategic direction. Essential Job Functions: Proactively serves as the role model and demonstrates individual commitment to Northern’s growth by: Exhibiting high energy, a positive attitude, creativity, and passion for member service. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally. Engaging in the recommendation, research, development, and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings, and publishing regular announcements. Committing to improve our engagement with local communities within our chartered areas. Strengthens Northern’s people-first culture by providing inspirational leadership that leads to an engaged workforce enabling our organization to be efficient, and well capitalized by: Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal owners. Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential. Leading and motivating team members in establishing department goals and objectives that meet/exceed the needs of our internal owners while holding team members accountable for their level of performance Effectively communicating team achievements and successful service accomplishments to internal owners, rewarding team members who deliver on well-executed plans, inspiring the organization, team and individual goals. Assisting in the overall direction and performance of the team including hiring, department scheduling, training, meetings, projects, and following department budget requirements in order to meet short and long-term goals of the department and the Credit Union. Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities. Leading, motivating, and participating in organizational activities and providing outstanding member service by effectively modeling Credit Union service standards and owning the member service experience. Overseeing the Member Relations Operation Team daily operational support channels, including but not limited to; monitoring team chats, e-mail communications, ensuring member service standards, response time expectations, and operational guidance are consistently met. Overseeing the Member Relations Operation team’s handling of escalated reviews for complex and specialty member accounts, including business, estate, trust, and other non-standard documentation, ensuring compliance and documentation standards are consistently met. Ensuring escalated account activity drives continuous improvement, coaching the team to provide recommendations that enhance workflows, reduce risk, and improve operational efficiency. 3. Pays an integral role in progressing the Member Relations Team’s vision through: Operational Soundness and Efficiency: Identifies and implements operational efficiencies that enhance service delivery and support effective operations of the relationship centers, including transactional services, cash management, new accounts, lending, collections, business development and training activities. Reviews, creates, and/or revises department policies and procedures ensuring alignment with regulatory requirements, operational best practices and changes are effectively communicated. Prepares and analyzes quality control reports related to member account activities, transaction accuracy, and operational compliance to identify trends, risks and improvement opportunities. Effectively collaborates with Member Relations leadership, Quality Control and Compliance department team members in ensuring appropriate monitoring, follow-up, and documentation connected to audited member relations activities. Establishing Metrics by: Collecting key data, analyzing information, and sharing trends along with recommendations to the AVP of Member Relations that will lead to improved performance, processes, and member satisfaction. Developing scorecards and dashboards that measure success of individual team members and branches. Developing and monitoring metrics to identify and track overall profitability and efficiency. Partners with Member Relationship Leadership in gathering, reviewing and analyzing data to provide recommendations on appropriate staffing levels. Project Management by: Establishes and manages project plans that drive department initiatives, identifying action steps, phases, milestones, and resources required for success. Partnering cross-functionally with Careers, Accounting, Compliance, ITO, etc on upcoming projects, enhancements, and process efficiencies that impact member experience and relationship center operations. Proactively escalates project recommendations, risks and resources needed to AVP and VP of Member Relations in a solutions-oriented manner, ensuring informed decision making and alignment with department priorities. Effectively holds internal partners and key vendors accountable to established deadlines, agreed deliverables, and milestones while addressing risks and removing barriers to progress. Collaborating with other department leaders to prioritize Member Relation’s projects related to advances in technology. Training by: Effectively communicates Member Relation team member’s level of operational knowledge and accuracy with the MR leadership team for opportunities with development and coaching Taking lead with MR Operations Team in implementing and testing system enhancements to all Member Relations programs coupled with ensuring department policies and procedures are updated timely. Partnering with Member Relations leadership and Careers Team in identifying training needs related to policies, procedures and operational changes, ensuring appropriate training and refresher sessions are developed and delivered. Creating tools and training resources to help ensure operational soundness at all levels within Member Relations including leadership 4. While working in a Hybrid environment, ensures the overall success of the Member Relations Operation Team and the quality with Relationship Center Audits, Compliance and Security by: Partnering with department team members and Member Relations leadership in completing regular audits in the Relationship Centers to ensure accuracy and security of all cash and checks. Provides oversight for operational soundness training for team members onboarding regarding security, audits, dual control, opening/closing, etc. Proactively reviews all Relationship Center audits and documentation in accordance with Member Relations and organization established policies and procedures. Partnering with Accounting, Compliance and Audit Committee team members to correct findings while assisting the AVP and VP of Member Relations in providing recommendations for enhancement to any related processes. Partners with Marketing and Compliance Team to ensure all signage and marketing material are correct and ensures team members audit signage quarterly. Working with the Credit Union Security Officer on all related Member Relations Security matters, including general and specialized training, policies, procedures, best practices, random testing/drills, etc. Assuring compliance with all Member Relations policies and procedures as well as applicable consumer laws and regulations pertaining to the administration and delivery of Credit Union saving deposit and consumer lending programs. Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy. 5. Other duties as assigned by the AVP and VP of Member Relations. Other Job Functions: Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners. Identifies and participates in internal and external educational programs, schools and/or conferences to continually develop greater knowledge and expertise in operational and compliance related items. Takes initiative for personal career development and seeks opportunities to learn new skills. Stays informed and maintains a working knowledge of state and federal regulations pertaining to collections as well as changes to in credit union regulations, policies and procedures, products/services, and delivery channels. Develops and maintains key business relationships with vendors, association groups, and other parties as necessary and appropriate in support of Credit Union programs. Travel will be required. Valid driver’s license and/or reliable transportation is required.

Requirements

4-year degree from accredited college or university with a specialized course of study at a business or trade school is preferred.
Two to five years’ experience in a similar or related position in addition to one year of progressively responsible leadership experience is required.
The position requires confident leadership abilities.
The incumbent must be a persuasive communicator with excellent command of verbal and written presentations.
Clear communication with internal and external customers through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
Ability to multi-task and move quickly between priorities.
Ability to prioritize a wide range of responsibilities and handle multiple tasks and projects accurately and completely while meeting conflicting deadlines.
A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external customers.
Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs
Valid driver’s license and/or reliable transportation is required.

Responsibilities

Coordinating and directing Member Relations department projects, policies, procedures, system enhancements, and initiatives
Analyzing and reporting key data to predict future enhancements
Ensuring a high level of service, profitability and compliance
Promoting a highly engaged, people-focused team
Establishing and communicating clear performance standards
Coaching, counseling, and developing the team
Leading and motivating team members in establishing department goals and objectives
Assisting in the overall direction and performance of the team including hiring, department scheduling, training, meetings, projects, and following department budget requirements
Overseeing the Member Relations Operation Team daily operational support channels
Overseeing the Member Relations Operation team’s handling of escalated reviews for complex and specialty member accounts
Identifying and implementing operational efficiencies that enhance service delivery
Reviewing, creating, and/or revising department policies and procedures
Preparing and analyzing quality control reports related to member account activities, transaction accuracy, and operational compliance
Establishing and managing project plans that drive department initiatives
Partnering cross-functionally with Careers, Accounting, Compliance, ITO, etc on upcoming projects, enhancements, and process efficiencies
Effectively communicating Member Relation team member’s level of operational knowledge and accuracy with the MR leadership team
Partnering with Member Relations leadership and Careers Team in identifying training needs related to policies, procedures and operational changes
Partnering with department team members and Member Relations leadership in completing regular audits in the Relationship Centers
Proactively reviewing all Relationship Center audits and documentation in accordance with Member Relations and organization established policies and procedures
Working with the Credit Union Security Officer on all related Member Relations Security matters
Assuring compliance with all Member Relations policies and procedures as well as applicable consumer laws and regulations
Maintaining strict confidentiality in accordance with Northern’s Confidentiality Policy
Providing informed, prompt, professional and accurate communication, service and support to all members and internal owners
Developing and maintaining key business relationships with vendors, association groups, and other parties as necessary and appropriate in support of Credit Union programs