In alignment with AltaOne Federal Credit Union’s mission, vision, values, and strategic plan, the Member Services Manager II is responsible for directing and administering the operational efforts and strategic direction of their branch or branches. This role ensures the consistent delivery of exceptional member service, operational excellence, and compliance with established policies and procedures.
The Member Services Manager II oversees the full range of services provided to members and prospective members while driving a high-quality, member-centric experience. This position provides leadership, coaching, and supervision to branch staff and is accountable for achieving performance, service, and growth objectives.
Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Ensures that branch achieves assigned loan production goal.
Ensures all branch transactions are balanced at the close of each day. Oversees individual accountability for the handling of cash and assists in resolving balancing outages.
Ensures member's requests and questions are promptly resolved. Handles member's complaints.
Ensures branch personnel are well trained in all phases of their respective jobs. Completes orientation of new employees in overall branch procedures. Actively participates in cross-training personnel and assures staff is kept abreast of all products and services. Conducts security training.
Monitor closely industry trends in lending and deposit operations to feed research and development activities and assure that the company’s products, services and processes are remaining competitive. Manages and oversees expenses.
Primary Security Officer for the branch. Conducts required security meetings with staff to ensure compliance. Opens and closes the building in accordance with set hours and tests security equipment quarterly.
Is responsible for notifying management of any repairs/maintenance of office building, grounds, equipment and fixtures of the branch.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
May be responsible for overseeing the operations, performance, and staff management of multiple branch locations.
Perform other duties as assigned.
Experience
Five to ten years of similar or related experience, including time spent in preparatory positions.
Education/Certifications/Licenses
A two-year college degree or completion of a specialized course of study at a business or trade school.
Interpersonal Skills
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.
Mental and/or Emotional Requirements
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
