ASSISTANT MEMBER EXPERIENCE MANAGER
At Discovery FCU, we’re dedicated to making the experience of coming to work each and every day with us friendly and engaging. We’re 100% dedicated to the member experience and helping our members, our neighbors, our community, our families, and everyone we come in contact with. And, this dedication shines through in everything we do. We have an exciting career opportunity available for you to join our team as an Assistant Member Experience Manager.
WHO WE ARE
Discovery FCU is more than just a place you bank. We’re your neighborhood credit union that has been serving the Berks County community since 1959. We’re strong supporters of the credit union movement and the philosophy of people helping people. We genuinely want to help our members and provide them with the education, support, and guidance to build strong, independent financial futures. And, we want your help.
WHAT YOU WILL DO
The Assistant Member Experience Manager assists the Member Experience Manager in all aspects of branch operations, fostering the Member Experience Environment and promotion of the Discovery Philosophy. The AMXM is responsible for guiding the Member Experience Team in achieving and delivering the best Member Experience to both internal and external members by utilizing the Discovery Philosophy and Service Standards.
This position is also responsible for system expertise, training, mentoring, monitoring, and making recommendations to improve the operational efficiencies through all member experience touch points and is the liaison between the Member Experience Team and the Member Experience Manager.
Here’s what an Assistant Member Experience Manager’s day looks like
- Coach and mentor team members to develop and enhance their service skills to provide the best member experience and to promote individual growth and development.
- Supervise the activities of the branch operations area by assigning work, answering questions, solving problems, supporting inbound member calls, helping with complex transactions and sensitive member relations problems.
- Support and enhance employee engagement by encouraging employees to use critical thinking and innovation to improve the ways of doing things.
- Assist with daily cash vault, TCR and end of day balancing. Investigate any end of day transaction/cash differences.
- Provide clear and consistent open lines of communication, give clear direction and expectations, and maintain an environment that empowers employees.
- Approve member exceptions and authorize service fee refunds to members when deemed necessary.
- Evaluate lending requests in accordance with established guidelines and procedures.
- Demonstrate initiative, self-confidence, resiliency, and willingness to take personal responsibility for personal actions.
- Assume responsibility for branch operations in the absence of the Member Experience Manager.
- Stay current with credit union membership requirements, products, services and delivery channels.
- Drive member experience strategy programs through collaboration with all departments.
WHO YOU ARE
- You are authentic and passionate about helping others.
- You enjoy learning and want a career…not just a paycheck.
- You understand financial products and services.
- You have 2 or more years prior financial institution experience, in a supervisory role, preferably with a credit union.
- You have an Associate's degree in business administration or related, applicable experience. A bachelor's degree or professional certification is a plus.
- You have a high level of accountability, accuracy, and efficiency and understand the importance of maintaining the integrity of confidential information.
- You embrace change and seek new ways to serve our members and the community.
- You work well with others, even when things don’t go as planned.
- You have the ability and interest to pursue and achieve financial certifications such as becoming a Certified CU Financial Counselor (FiCEP), Certified IRA Specialist, etc.
- You have advanced computer skills and the ability to learn and teach others new technology.
- You are innovative and thrive on managing challenging situations.
- You perform at a fast pace and flourish with change.
- You are able to make decisions using advanced critical thinking and problem-solving skills.
WHAT'S IN IT FOR YOU
- You’ll be a financial services guru. We’ll arm you with knowledge of our credit union products and services, and ensure you are up to speed in terms of compliance with financial regulations.
- Great benefits. We offer a comprehensive benefits package to full-time employees that includes medical, dental, and vision insurance, paid time off (PTO), paid holidays, paid birthday off, paid volunteer time, flexible spending account, 401(k) plan with company matching contributions, rate discounts on qualifying loans and more!
- This is a career. The Assistant Member Experience Manager plays an integral role at Discovery FCU. You will be involved in key initiatives and will provide hands-on guidance and support to support the development of our Member Experience team members.
- You help our members achieve their goals. At Discovery FCU, you have the opportunity to make a difference. The joy that comes with making a member’s day, and maybe helping them buy their first house, first car or go to college, is an incredibly good feeling.
OTHER IMPORTANT INFORMATION
You’ll be asked to work a full-time schedule Monday through Friday plus alternating Saturday mornings.
Discovery FCU's Lobby Hours:
Monday - 9:00 am to 5:00 pm
Tuesday & Wednesday - 9:00 am to 4:00 pm
Thursday - 9:00 am to 5:00 pm
Friday - 9:00 am to 6:00 pm
Saturday - 9:00 am to 12:00 pm
Discovery FCU's Drive-up & Call Center Hours:
Monday - Thursday - 9:00 am to 5:00 pm
Friday - 9:00 am to 6:00 pm
Saturday - 9:00 am to 12:00 pm
Please note, this job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required for this job. Duties, responsibilities, branch hours of operation, and company benefits may change at any time.
Discovery FCU is an Equal Opportunity Employer.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Education:
- High school or equivalent (Required)
Ability to Commute:
- Wyomissing, PA 19610 (Required)
Ability to Relocate:
- Wyomissing, PA 19610: Relocate before starting work (Required)
Work Location: In person
