Member Service Manager

Nusenda Credit Union•Albuquerque, NM

About The Position

Nusenda Credit Union is seeking a Member Service Manager to join its Juan Tabo Branch. The Member Service Manager works as part of the Branch Management team to direct and coordinate branch activities, including Teller and Financial Platform operations. The role also serves as a trusted financial advisor to existing and potential members, using a consultative approach to evaluate, educate, and fulfill their financial needs. The manager leads team members through daily monitoring, coaching, and development, helping ensure the team is a professional and friendly resource for employee questions and issues and builds trust through everyday interactions. The role assists the Office Manager with branch operations, supports departmental and organizational initiatives, and contributes to exceptional member service and a needs-based sales culture. Nusenda describes itself as committed to excellent member service, community care, diversity, equity, inclusion, and investing in employees’ careers.

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 handle multiple responsibilities, meet deadlines, manage 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 the Teller and Financial Platform, to ensure member needs are met according to departmental expectations.
Develop methods to support departmental and organizational initiatives and deliver exceptional member service and a needs-based sales culture.
Support staff development by conducting huddles, kickoffs, and department meetings aligned with organizational goals.
Assist members with financial needs through a consultative, needs-based approach.
Assist members with account and loan products and services, answer questions, operate as a teller when needed, and resolve problems within authority level.
Refer members to specialized departments as needed.
Perform tasks that support efficient office operations, including opening and closing procedures.
Lead and manage subordinates in hiring, training, development, and employee performance evaluation; recommend promotions, transfers, and salary adjustments.
Monitor, coach, and develop team members.