Member Service Manager

WYHY FEDERAL CREDIT UNION•Cheyenne, WY

19h•Onsite

About The Position

WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve financial success. In order to be successful, WyHy seeks those individuals that are not just looking for a career, but instead searching for a place where they can become part of something extraordinary. WyHy is a company fiercely dedicated to its employees and knows that without successful employees, there will be no organizational success. At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we also need your enthusiasm, energy and desire to succeed and to help others succeed. In return, we will offer you a dynamic, fun and supportive work environment – where you can grow professionally and make a real difference in your community.

Requirements

High School education
Five years or more experience in a retail financial environment of a credit union or financial institution or equivalent related experience.
Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches.
Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.
Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and employees.
Excellent problem-solving skills.
Excellent time management skills, with a proven ability to meet deadlines.
Excellent organizational skills and attention to detail.
Resiliency, with an ability to work in a fast-paced environment with a proven ability to multi-task.
Strong math skills.
Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy.
Excellent computer, telephone, 10-key and other office machinery skills.
Proficiency in all Microsoft Office suite programs.
The ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions.
Ability to maintain member confidentiality.
Requirement to be bonded.
Successful background check including personal credit report and criminal record.
Involvement in the community in the form of clubs, organizations, charities, or some other form of community involvement expected.

Nice To Haves

Bachelor’s Degree in Business or related field
Two years or more experience at a supervisory level
This position requires a perceptive person capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill.

Responsibilities

Lead and direct the branch staff to ensure exemplary service to WyHy’s membership.
Build and strengthen relationships with the community to proactively build membership.
Develop, coach and mentor staff to achieve production and service benchmarks.
Ensure compliance with policies, procedures, laws and regulations.
Manage daily operations for the branch and its staff.
Manage overall branch security including internal and external threats.
Facilitate positive conflict resolution with escalated issues.
Achieve branch level benchmarks to aid in WyHy achieving overall strategic goals.
Manage branch resources by utilizing standard purchasing techniques.
Identify and proactively ensure that branch staff have the tools necessary to achieve individual and department level service and production benchmarks.
Ensure all branch staff understand the overall credit union objectives and how individual contributions affects WyHy’s ability to serve its members.
Understand and be proficient in all staff duties to aid in member service when needed.
Manage and coordinate facility maintenance, including cleaning, lawn care, snow removal, parking lot maintenance, etc.
Identify, support, and participate in community and WyHy related events.
Interview, hire and train new employees.
Manage and support staff.
Develop, coach and counsel staff to achieve production, personal and professional goals and service benchmarks.
Conduct performance evaluations that are timely and constructive.