Member Relationship Supervisor- Eagle View

ICCU•Meridian, ID

7d•Onsite

About The Position

The Member Relationship Supervisor (MRASUP) is responsible for leading and coaching a team of 10–12 Member Relationship Agents to deliver exceptional member experiences and achieve performance objectives. This role oversees daily operations, ensuring workflows are efficient and compliant with ICCU policies, while fostering a positive and collaborative team culture aligned with ICCU’s core values. The Supervisor provides ongoing coaching and training to team members on lending philosophies, risk assessment, and selling techniques, supporting their professional growth and development. In addition, the MRASUP monitors team performance against key metrics and production goals, analyzes reports to identify trends, and implements strategies for continuous improvement. The position also ensures that all member interactions meet ICCU’s Eagle Service Standards, promptly resolves escalated concerns.

Requirements

Bachelor's degree or equivalent experience
Two years of lending experience preferred
Strong decision-making abilities
Excellent communication and interpersonal skills
Capacity to handle pressured situations effectively
Solid understanding of general lending policies, federal regulations, and Credit Union goals and objectives
Maintaining confidentiality of Credit Union and member records at all times
Must be able to achieve minimum sales expectations established by the Chief Lending Officer.
Be professional and courteous in manner, while focused on quality, and quantity of work performed.
Be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.
Must be eligible for membership at ICCU to obtain employment.

Nice To Haves

Two years of lending experience

Responsibilities

Oversee daily operations and provide coaching to ensure team success.
Help members achieve financial success and ensure exceptional service experiences.
Promote and demonstrate ICCU’s core values in all responsibilities.
Foster an energetic and positive team environment aligned with ICCU’s goals.
Ensure member interactions meet ICCU’s service standards and expectations.
Manage team performance to meet insurance penetration and production objectives.
Train team members on credit union lending philosophies, risk assessment, and cross-selling.
Analyze reports to identify improvement areas and recommend solutions.
Conduct regular one-on-one meetings to review progress and support career development.
Ensure timely follow-up on Net Promoter Score feedback.
Address escalated member loan or department issues as needed.
Assist with hiring and recognize team achievements.
Provide support in CultureView, ISS plans, and incentive approvals.
Complete additional projects and responsibilities as assigned.