Crew Line Manager

Navigator Credit Union; Gautier (MS); Hybrid; USD 50,000 - 75,000; Full time

Benefits offered by this job

Paid vacation after 90 days

Paid holidays

401k with company match

Medical benefits

Referral bonus

Incentive opportunities after 30 days

Job summary

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.

Responsibilities

• 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.

Skills

Branch operations

Coaching

Project coordination

Customer service

Travel

Relationship building

Education

High school diploma or equivalent

Associate or bachelor’s degree in finance/related

Job description

Navigator Credit Union is currently recruiting for a full time Crew Line Manager. Although a home branch will be assigned, branch employees may be asked to cover at other branches within that region. If you have a passion for exceptional service, relationship building, and want to be a part of a team that focuses on creating substantial value in the communities we serve, while exceeding goals, we want to hear from you! We encourage all interested, qualified candidates that enjoy working in a fast paced environment to apply. We provide paid vacation after 90 days, paid holidays, 401k with a company match, medical, referral bonus, and several other benefits after 30 days employment for our team members including incentive opportunities. Navigator Credit Union is an Equal Opportunity Employer. Navigator does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

Role

The Crew Line Manager supports continuity, quality, and a consistent member experience across the branch network. Reporting to the Member Experience and Digital Service Coordinator, this role coordinates and guides flexible branch-support resources, gathers field feedback, and helps translate recurring observations into practical improvements. The manager serves as the primary branch representative for assigned projects, facilitates the credit union’s FICEP program, and may provide temporary on-site leadership when a branch manager is away. This hybrid role generally includes branch presence two days per week, with additional on-site coverage based on business needs.

• 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.

Knowledge and Skills

EXPERIENCE

Three or more years of experience in a financial institution or comparable member/customer service environment preferred. Experience supporting branch operations, coaching peers or teams, coordinating projects, reviewing service quality, or providing temporary leadership coverage is strongly preferred.

EDUCATION/CERTIFICATIONS/LICENSES

High school diploma or equivalent required. Associate or bachelor’s degree, relevant financial-services education, or equivalent professional development preferred.

INTERPERSONAL SKILLS

Strong service orientation, coaching ability, discretion, adaptability, and relationship-building skills. Ability to provide guidance, gather candid feedback, work effectively across locations, and communicate with employees and leaders at different levels.

OTHER SKILLS

• Working knowledge of branch operations.
• Quality and process awareness.
• Project coordination.
• Facilitation.
• Problem solving.
• Organization and prioritization.
• Clear written and verbal communication.
• Ability to travel among locations and adapt to changing coverage needs.

ADA Requirements

PHYSICAL REQUIREMENTS

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situations. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a 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 regular, reliable, and timely attendance.

WORKING CONDITIONS

Must be able to routinely perform work indoors in a climate-controlled shared work area with minimal noise. This position may also work in an approved remote setting and, when applicable, at multiple credit union locations.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either independently or as part of a team. Must be able to read and carry out written instructions and follow oral instructions. Must communicate clearly and deliver information in a logical and understandable sequence. Must deal calmly and professionally with diverse personalities at all levels within and outside the organization and demonstrate the highest levels of member service and discretion. Must perform responsibilities with composure under deadlines, requirements for accuracy and quality, and a fast pace. Must effectively handle multiple, simultaneous, and changing priorities and exercise the highest level of discretion regarding confidential matters.

Acknowledgment

Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any period of time.

Navigator Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.