Branch Operations & Member Experience Lead

Navigator Credit Union; Gautier (MS); Hybride; USD 50 000 - 75 000; Plein temps

Avantages offerts par ce poste

Paid vacation after 90 days

Paid holidays

401k with company match

Medical benefits

Referral bonus

Incentive opportunities after 30 days

Résumé du poste

Navigator Credit Union is seeking a full time Crew Line Manager to oversee continuity, quality, and a consistent member experience across the branch network. The role coordinates flexible branch-support resources, gathers field feedback, and translates observations into practical improvements.

Hybrid role with on-site presence two days weekly. Reporting to the Member Experience and Digital Service Coordinator, the manager may provide temporary on-site leadership and serve as the primary branch

Qualifications

• Three or more years of experience in a financial institution or comparable member/customer service environment.
• Experience supporting branch operations, coaching peers or teams, coordinating projects, reviewing service quality, or providing temporary leadership coverage is strongly preferred.
• High school diploma or equivalent required; associate or bachelor’s degree or equivalent professional development preferred.
• Strong service orientation, discretion, adaptability, and relationship-building skills across locations.

Responsabilités

• Collects and synthesizes observations from floating team members and branch partners to identify patterns, service gaps, training needs, and opportunities to improve continuity.
• Conducts quality-focused reviews, follow-up, and on-site support as assigned, emphasizing consistent member service and operational execution.
• Serves as the branch representative or point of contact for assigned projects, helping gather requirements, coordinate feedback, support testing, communicate changes, and reinforce implementation.
• Facilitates and supports the credit union’s FICEP program, including coordination, communication, participation, and related follow-through.
• Provides temporary branch leadership coverage during planned or unplanned manager absences and carries out designated responsibilities within established authority.
• Maintains working knowledge of products, services, systems, policies, and procedures sufficient to support branch teams and resolve or appropriately elevate questions.
• Builds productive relationships across locations and functions and communicates emerging needs, risks, and improvement opportunities to appropriate leaders.
• Supports training, readiness activities, documentation, and change adoption that contribute to a consistent experience for members and employees.
• Addresses or escalates member and operational concerns within assigned authority; performs other duties as assigned and complies with applicable laws, regulations, policies, and procedures.

Connaissances

Branch operations

Coaching

Project coordination

Customer service

Travel

Relationship building

Formation

High school diploma or equivalent

Associate or bachelor’s degree in finance/related

Description du poste

Navigator Credit Union is seeking a full time Crew Line Manager to oversee continuity, quality, and a consistent member experience across the branch network. The role coordinates flexible branch-support resources, gathers field feedback, and translates observations into practical improvements.

Hybrid role with on-site presence two days weekly. Reporting to the Member Experience and Digital Service Coordinator, the manager may provide temporary on-site leadership and serve as the primary branch