Assistant Manager - Member Center

Texas Dow Employees Credit Union; Missouri City (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

Texas Dow Employees Credit Union seeks a dynamic Assistant Member Center Manager to partner with the Member Center Manager in coaching and leading branch staff toward growth, while delivering exceptional member service. You will drive sales, educate members on digital solutions, and ensure compliant operations to mitigate risk.

The role requires 3–5 years in member service or banking, a high school diploma, and strong coaching and communication skills.

Qualifications

• High School Diploma or equivalent required.
• 3–5 years in Member Service, banking, new accounts and lending.

Responsibilities

• Lead by example: provide banking services, cross-sell products, educate members on digital solutions.
• Own member issues and ensure timely, friendly resolution.
• Develop staff through coaching, role-play, and feedback to improve service levels.
• Design staff schedules and monitor branch operations and compliance.

Skills

Coaching

Leadership

Customer service

Problem solving

Communication

Education

High School Diploma

Tools

Ten-key calculator

Job description

Position Summary:

The Assistant Member Center Manager’s responsibilities are to partner with the Member Center Manager to coach, develop and lead branch employees to obtain individual, branch and organizational growth goals while delivering an exceptional member service experience. Fosters a positive can-do attitude and successfully motivates staff to strive towards goal objectives by understanding and supporting the Credit Union’s business plan and their branch’s member experience, key plays and community service objectives. Successfully establishes strong member relationships and teaches techniques. Uses critical thinking skills to problem solve and create solutions when there is in policy or procedure to address it. Executes exceptions to policy and procedures based on business acumen and risk management. Exercises independent judgement to make operational and member impacting decisions. Understands ramifications of errors may subject the credit union to losses and/or litigation, and acts to mitigate risk Creates a memorable Member experience by cultivating, maintaining, and enhancing relationships in a book of business through proactive outreach efforts in person, over the phone, or other channels as appropriate, processing account and loan transactions. Using a consultative approach with current or prospective Members to uncover and identify their needs while tailoring recommendations and solutions. Able to troubleshoot and resolve Member and internal inquiries in a timely, friendly, and accurate manner on multiple complex issues. Can easily navigate our services and offer solutions to navigate the journey of life. Adheres to all TDECU policies, procedures, and behavioral excellence. This is a key position and is intended to convey to members a professional image of TDECU.

Essential Duties and Responsibilities:

• Leads by example: Performs banking services (opening deposit and loan accounts), achieves sales (cross-selling banking products and services including partner referrals), educates members on digital solutions, and completes proactive outreach activities with members and non-members. These tasks are routinely performed to retain and enhance sales and service skills as well as provide coverage during training and staffing shortages. Exercises a business owner mindset by making independent decisions, including but not limited to overrides in consumer lending, check hold decision, and fee waivers. Uses all information available to make the best decision at the time of service. Sound decision making should mitigate risk and provide a high level of member service.
• Problem Resolution: Owns Member issues through resolution. Troubleshoots and resolves inquiries in a timely, friendly and accurate manner. Escalates Member feedback to Management and makes Member call backs to support Net Promoter efforts. Treats Members and Employees with professionalism, courtesy, respect and empathy through challenges. Keeps the TDECU Mission, Vision, and Purpose at the top of mind when dealing with challenging situations. Provides Management overview and decision making.
• Member Experience: Facilitates a positive member experience in the branch by developing employees, monitoring service standards through role play, observations, coaching sessions and on-the-spot feedback. Responsible for leveling-up feedback that impacts New Promoter Score and implementing tools and programs that implement NPS.
• Training and Coaching: Ensures strong technical and service skills by providing in-center training or scheduling appropriate training for employees and coordinating delivery with Member Center Manager. Informs Member Center Manager of employee progress, status and accomplishments to support annual performance reviews and quarterly check-ins. Responsible for onboarding and training coordination of new hires.
• Team Engagement: Working with Member Center Manager, leverages internal recognition programs and engagement principles to incent and reward team members for efforts and results.
• Member Center Operations: Designs staff schedules ensuring coverage according to procedure. Gauges coverage needs during high volume seasons. Provides schedules in a timely manner. Monitors cash operations and branch self-audits according to procedure and policy. Administers branch budget, purchases and records retention policies. Actively participates in community development activities as assigned in the support of the Credit Union’s Mission, Vision, Purpose and Values and business development. Conducts Marketing and promotion activities like financial presentations, at local events and trade shows. Completes all mandatory compliance testing on time. Implements processes as required by the Bank Secrecy Act and TDECU policies and procedures.

Financial Responsibility:

Branch loan goals vary from $600,000 - $3 million monthly. Deposit Growth varies depending on season. Operational expenses vary depending on employee count of branch.

Minimum Qualifications:

Education:

High School Diploma or equivalent education and experience is required. Additional training in banking, loans or new accounts is required.

Experience:

At least 3 -5 years of experience in Member Service, banking, new accounts and lending is required. Progressive experience and authority with demonstrated track record of meeting / exceeding individual and team sales goals.

Knowledge, Skills, and Abilities:

Ability to effectively coach and develop individuals with varying levels of experience. Ability to leverage influence to garner results from colleagues and indirect reports. Skilled at building relationships and networks within and outside of the organization to support organizational goals. Skilled at developing and maintaining a culture of results where accountability drives individual and team results. Skilled at creating and supporting a culture of adaptability. Strong attention to detail even when working with numbers and names in a fast-paced environment. Ability to document numbers and words without error. Ability to review guides and follow step-by-step processes without error. Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy Provides world class REAL Service Demonstrates and coaches job-required skills and behaviors for newer team members. Serves as a Role Model to team members. Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union. Maintains positive service approach with Members through challenging situations. Strong oral and written communication skills; ability to speak and write clearly and effectively Dedication to meeting the expectations and requirements of internal and external members Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills. Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business Must be able to operate a ten key calculator and computer keyboard by touch Availability to work with the Credit Union’s core business hours. Saturday hours are required in this role. Ability to troubleshoot smartphones, tablets, PCs and to assist members with online banking/mobile banking with completion of TDECU training Demonstrated ability to understand and resolve problems to the satisfaction of a customer/Member. Ability to use feedback for continuous improvement and development. Skilled at leveling-up ideas, issues and challenges for Management insight and remediation. Proactively identifies members banking issues and needs through conversations and active listening. Serves as a resource to members, prospective members, and employees Provides world class, REAL Service

Physical Demands and Work Environment:

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. Up to 20% travel required.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.

Founded in 1955, TDECU formed when a group of Dow employees pitched in $5 each to loan a friend $35 to buy a refrigerator. That initial mission of people helping people continues today. Over the last 65 years, we have grown to meet the needs of the communities we serve and share TDECU's passion for service and great value in our products. Our first merger took us west to the Victoria area, where we made many new friends and Members. We have since become an integral part of the community. In the East Market, where we began, we opened our field of membership to serve all Brazoria County residents. Today, TDECU has 39 service locations, including 35 Member Centers. The original $35 loan has turned into over $4 billion in assets today that continue to improve our 348,000 Members' lives by helping them get what they need to achieve their financial needs and dreams.

Transparency in Coverage Link This link leads to the machine readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine-readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.