Member Success Supervisor

RadiFi Credit Union•Jacksonville, FL

2d•Onsite

About The Position

RadiFi Credit Union is seeking a Member Success Supervisor to be responsible for supporting the Member Success Manager in meeting team and individual goals. This role may involve assisting the Manager with coaching the branch team on the Awesome Sales & Service Program and Retail Behaviors. The supervisor will act as the Member Success Manager when the manager is out of the office for business development events or vacation. The position involves interviewing members and potential members, presenting RadiFi Credit Union products and services, overseeing Member Success Advocate operations for compliance in cash management, and mentoring advocates in cross-selling techniques and service standards. The supervisor will also assist in training and coaching to help the branch achieve strategic growth, attend business development events, and provide support at other branches if needed. Key duties include following up with members for loan and deposit documents, assisting with member inquiries and escalations, opening new membership accounts (consumer and business), understanding credit reports and consumer lending documentation, and supporting the growth of referral-based business lines like Investment Services, Mortgages, and Business Services. The supervisor is expected to meet assigned referral goals and ensure staff meet theirs, be an expert in online product offerings, solve complicated issues, and act as the branch subject matter expert on all loan and deposit products. The role also includes processing and closing various loan applications, assisting with outbound calling campaigns, and performing administrative duties such as quality assurance and scanning documentation. Additional tasks include opening/closing safe deposit boxes if offered and acting as a branch notary. The position requires attending meetings and training sessions and performing other assigned job-related duties.

Requirements

Minimum of two years of similar or related experience, including time spent in preparatory positions.
Must maintain your NMLS license and any insurance license required.
A high school degree or GED is required.
Excellent communication, problem solving, and decision-making skills to effectively resolve member and employee issues.
Balance team and individual responsibilities.
Strong supervisory and leadership skills required to manage, motivate, and develop employees.
Uphold confidentiality and customer privacy in all situations.
Proactively seeks solutions that benefit the member and the Credit Union while exhibiting sound and accurate judgment.
The ability to work independently.
The ability to work within a team.
Ability to use the Internet, Outlook, word processing and spreadsheet software and position specific software as required.
Ability to interact effectively with clients and other internal departments.
Strong attention to detail.

Nice To Haves

College degree preferred.
Strong technology skills are desired.

Responsibilities

Support the Member Success Manager in meeting team and individual goals.
Assist with coaching the branch team to effectively execute on Awesome Sales & Service Program and Retail Behaviors.
Act as the Member Success Manager when the manager is out of the office attending business development events or on vacation.
Interview members and potential members and present RadiFi Credit Union products and services that meet the needs of the members financial success.
Oversee Member Success Advocate operations to assure proper compliance is being followed in cash management.
Be a mentor for all Member Success Advocate levels in cross selling techniques and applying RadiFi service and sales standards.
Model required behaviors in every interaction with the member.
Assist in providing training and coaching as needed to help the branch achieve its strategic growth and assist in developing the branch’s strategic growth plan.
Coach Member Success Advocates to assure they are meeting assigned cross sell goals.
Attend outside business development and sales events with the Retail Leadership as assigned.
Act as a Member Success Lead in the absence of that position.
Assist at other branches in this capacity in the event these positions are vacant or an extended period of absence.
Follow up with members to obtain needed loan documents to complete loan requests, deposit documents to complete the account opening or closing process.
Assist with member inquiries and escalations regarding debit card items, debit card fraud and dispute requests, stop payment requests, unauthorized ACH requests, statement review, member balancing assistance, deposit product rate review, name record file maintenance items, online banking items, and IRA withdrawals and maintenance.
Open new membership accounts to include consumer and business memberships.
Possess a strong understanding of credit reports and consumer lending documentation.
Assist in the growth of business lines that require referrals to grow such as Investment Services, Mortgages, and Business Services.
Meet assigned referral goals and assure Member Success Advocate staff is meeting assigned goals.
Be an expert in all of our online product offerings, assisting members with the creation and maintenance of their online profiles.
Have the ability to solve complicated issues by providing first level problem solving skills.
Act as the branch subject matter expert on all loan and deposit products.
Process and close all loan applications to include consumer loans, VISA credit cards, and Home Equity loans.
Assign with outbound calling campaigns, monitor effectiveness and participate in calling efforts.
Perform administrative duties as assigned to include quality assurance of new accounts and new loans and the scanning of any documentation.
Be responsible for opening and closing of safe deposit box if branch location offer this service.
Act as a branch notary for members.
Attend meetings and training sessions as assigned.
Perform other job related duties as assigned.