Member Relationship Assistant Manager - El Reno

WEOKIE Federal Credit Union; El Reno (OK); On-site; USD 42,000 - 62,000; Full time

Job summary

WEOKIE Federal Credit Union seeks an Assistant Member Relationship Center Manager to guide the branch's Member Relationship Center operations, supervise staff, and foster an extraordinary member experience. The role blends hands-on leadership with coaching, performance reviews, and staff development to ensure alignment with the credit union’s service strategy.

The candidate will lead daily service delivery, train employees, and collaborate to grow membership while maintaining compliance and

Qualifications

• Two+ years in the retail financial services industry with at least two in a supervisory position.
• Ability to interview, coach and develop staff to create a team environment.
• Must demonstrate ability to learn and use a variety of software applications such as Microsoft Office and the credit union’s core processing systems.

Responsibilities

• Leads the member relationship center’s service delivery strategy and manages the delivery of an extraordinary service experience for all members and staff.
• Assists with supervisory duties for Member Relationship Center employees; trains, certifies, coaches, and conducts reviews for advancement.
• Interacts with members to meet their needs, educates on convenient services and online banking, and promotes products to increase member engagement.
• Establishes expectations, manages results, conducts regular staff meetings, and communicates goals and opportunities for improvement.
• Ensures the Member Relationship Center operates efficiently, complies with laws/regulations, and mitigates risk.

Skills

Leadership

Member service

Communication skills

Coaching

Supervisory experience

Microsoft Office

Education

High school diploma or the equivalent

Tools

Microsoft Office

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full-time Regular El Reno, OK, US 1 Attachments

16 days ago Requisition ID: 1603

Title: Member Relationship Assistant Manager (Asst. Branch Manager)

The Assistant Member Relationship Center Manager assists in all aspects of managing the WEOKIE Member Relationship Center includingmemberserviceandmembershipgrowthforhis/herMember Relationship Centerinalignmentwiththe organization’s Service Delivery Strategy.

• Leads the member relationship center’s servicedelivery strategy. Manages the delivery ofanextraordinaryservice experience for all members and staff.
• Assists with supervisory duties forMember Relationship Centeremployees. Responsible for training, certification, consistent coaching, conducting regular/yearly reviews, assist in developing Member Relationship Center employees for advancement.
• As a working Manager, interacts with members to help meet their needs. Educates and trains Membersonhowtoutilizeconvenientservices,includingproducts,onlinebankingtechnology where applicable, and encourages increased use of the cooperative while building and increasing member engagement.
• Establishes expectations, manages results, holds regular and engaging staff meetings to communicate results,relays expectations, and recognizes successesand opportunities for improved/enhanced performance.
• EnsuresassignedMember Relationship Centerisoperatingefficientlyandreliably,incompliancewith

applicablelaws,regulations,andrules,haveappropriateoperatingcontrolstomitigaterisk, and are performing at a high level.

• Providessupportwithbudgets,reporting,andoperatingplansforMember Relationship Centerandprojects impacting the Member Relationship Center Network.
• PerformsotherdutiesasrequiredincludingrepresentingWFCUatcommunityandpublicevents.
• DrivingtoadifferentMember Relationship Centerorworkevents.
• HelpotherMember Relationship CenterswhenneededwithstafformanagingMember Relationship Centerwhenasked.
• Performotherdutiesasassigned.
• Service expectations ofMembers are exceeded (as measured by Member Satisfaction Surveys) through consistent application of providing extraordinary member service when conducting member transactions with few, if any complaints.
• TheMember Relationship CenterisadequatelystaffedtomeetMemberneeds(withminimaloverstaffing and unwanted turnover).
• Ensures establishedperformanceobjectives,as identifiedinthe SuccessPlans,are metor exceeded.
• Employeesarethoroughlytrainedandcertifiedaccordingtotheirrespectivejobfunctionsand appropriately developed for future opportunities.
• AssistwithMember Relationship Centeroperationsefficiently,underappropriateoperatingcontrolsandiscompliant with applicable state and federal laws/regulations.
• Performance reviews in the primary areas of responsibility are completed on or before the reviewdate,andaresupportedbytheconsistentcoaching,observationsandinteractionswith the employees.
• Workschedulesintheprimaryareaofresponsibilityarepublishedwithinestablished guidelines,maintainingadequateservicelevelstohandlepredictedmembervolume,including Management coverage.
• Member Relationship Centeroperatingexpensesarewithinbudgetanddocumented.
• Reports are prepared as directed and used to monitor performance to expectations, recognize topperformers,identifyproblemareas,managesservicelevelsandstaffing,addresserrorsand quickly correct deficiencies.
• Operationalprocessesandcompanypoliciesareconsistentlyappliedandmaintained.
• Maintainsthehighestdegreeofconfidentialityandprofessionaldiscretion.
• Apositive,motivating,andfunworkplaceismaintainedforMembersandemployees

alike.

SpecializedorTechnicalKnowledgeandSkills:

• Highschooldiplomaortheequivalent.
• Must have at least two years in the retail financial services industry with at least two in a supervisoryposition.Familiaritywithsupervisingaconsultativeserviceoperationisaplus,asis a proven track record in meeting and exceeding expectations and objectives.
• Musthavebusinessmanagementexperiencetoinclude:processmanagement,operational analysis, report writing, presentation and writing skills, and use of technology solutions.
• Musthaveademonstratedabilitytointerview,coachanddevelopstafftocreateateam environment.
• MustbeabletolearnanduseavarietyofsoftwareapplicationssuchasMicrosoftOffice (Outlook, Word, Excel and PowerPoint) and the credit union’s core processing systems.
• MusthaveavalidstateDriversLicenseatalltimes.Mustbebondable.
• Excellentcommunicationskills,includingbutnotlimitedto,writtenandverbal.
• Required to hold Certified Credit Union Financial Counselor (CCUFC) or be able to earn designation within 24 months of being in role
• BehavioralCompetencies:Behavioralcompetenciesaretheskillsandpersonalcharacteristicsthat an individual should possess in order to be successful in this position.
• Core Competencies: Core competencies are consistent for all positions across the organizationandarealignedwithWFCU’scorevaluesandtheThreeStakeholderModel.
• Member Focus (internal and external): Builds Member confidence, is committed to increasing Member satisfaction, sets achievable Member expectations, assumes responsibility for solving Member problems, ensures commitments to Members are met, solicits opinions and ideas from Members, responds to Partners.
• Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.
• Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good news and bad.
• Job Specific Competencies: The position requires an individual who is able to maintain composureinavarietyofsituations.Thefollowingstandoutamongalonglistofbehavioral competencies for this position:
• Leadership: Leadsthroughchangeandadversity,makesthetoughcallwhenneeded,builds consensus when appropriate, motivates and encourages others.
• Managing forResults: Setschallengingandproductiveexpectations for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.
• Managing Performance: Applies clear/consistent performance standards, handles performanceproblemsdecisivelyandobjectively,isdirectbuttactful,providesguidance and assistance to improve performance.
• People Development:Providesfeedbackandcoaching,rewardshardworkandrisktaking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.
• Job Knowledge:Understandsdutiesandresponsibilities,hasnecessaryjobknowledge,has necessary technical skills, understands company mission/values, keeps job knowledge current,isincommandofcriticalissues.
• Physical DemandsThe physical demands described here are representativeof those thatmust be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Whileperformingthedutiesofthisjob,theemployeesfrequently requiredtostandand walk. The employee is occasionally required to sit; use hands to handle, or feel; reach with hands and arms; climb or balance and talk or hear. The employee must occasionally lift and/or move up to 50 pounds.
• Work EnvironmentThe workenvironmentcharacteristicsdescribed herearerepresentativeof those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTIONEMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law.Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.