Member Service Manager

Nusenda Credit Union•Albuquerque, NM

7d•Onsite

About The Position

Nusenda Credit Union is seeking a Member Service Manager to join its Juan Tabo Branch. Working as part of the Branch Management team, the Member Service Manager directs and coordinates branch activities, including Teller and Financial Platform operations, and helps ensure member needs are met. The role also serves as a trusted financial advisor to current and prospective members, using a consultative approach to evaluate, educate, and fulfill their financial needs. The manager leads team members through daily monitoring, coaching, and development, and helps create a professional, friendly resource for employee questions and issues. The position assists the Office Manager with branch operations, supports organizational initiatives and a needs-based sales culture, and contributes to efficient office operations.

Requirements

One to three years of similar or related experience in retail banking.
Associate's degree in business or a related field.
Advanced understanding of branch operations, including teller functions, consumer lending, and sales and service techniques.
Ability to manage multiple responsibilities, meet deadlines, handle sensitive information, and resolve problems.
Exceptional verbal, written, and presentation skills, with the ability to work with multiple levels of the organization.
Skills in development, performance management, training, and employee counseling.
Excellent organizational and attention-to-detail skills.
Strong analytical and problem-solving skills, including the ability to develop innovative strategies and implement them in a timely, effective manner.
Ability to adapt quickly to change and communicate proactively.

Responsibilities

Assist the Office Manager in overseeing branch operations, including Teller and Financial Platform operations, to meet member needs and departmental expectations.
Develop methods to support departmental and organizational initiatives and exceptional member service and needs-based sales.
Support staff development by conducting huddles, kickoffs, and department meetings aligned with organizational goals.
Assist members with financial needs using a consultative, needs-based approach.
Assist members with account and loan products and services, answer questions, operate as a teller as needed, and resolve problems within the position’s authority.
Refer members to specialized departments as needed.
Assist with tasks that support efficient office operations, including opening and closing procedures.
Lead and manage department subordinates in hiring, training, development, and performance evaluation; recommend promotions, transfers, and salary adjustments.
Monitor, coach, and develop team members.