Member Relationship Supervisor

Northern Credit Union, Limited; Village of Lowville (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Northern Credit Union in New York is seeking a Member Relationship Supervisor to mentor the Member Relations team and drive the delivery of high‑quality service. You will champion the member‑centric culture and ensure alignment with the credit union's mission and strategic goals.

This role emphasizes ownership, performance coaching, and ongoing staff development to create an outstanding internal and external member experience.

Qualifications

• 5+ years in banking or financial services leadership.
• Proven ability to mentor staff and manage performance.
• Strong customer service mindset aligned to WOW experience.

Responsibilities

• Lead and mentor the Member Relations team at the assigned relationship center.
• Drive ownership and a culture of excellence in service delivery.

Skills

Leadership

Coaching

Team motivation

Performance management

Customer service

Job description

About the Organization Fully committed to a long term career in banking, and specifically with Northern Credit Union? If so, we are very interested in discussing a great opportunity with you!

Over the past several years, Northern Credit Union has been honored to be named one of the Best Companies to Work for in NY and Best Credit Unions to Work for in the United States. We are a people-first, member-owned growing financial institution with 10 Relationship Centers. Each of our Relationship Centers are conveniently located in Jefferson, Lewis, Onondaga and St. Lawrence counties. Northern provides an opportunity enriched career environment for inspired professionals that consistently demonstrate a selfless and unwavering commitment to our culture and the success of our organization!

Position Objective

Through Ownership pride, the Member Relationship Supervisor is responsible for mentoring Member Relations internal owners and continuously exercising initiative in leading their assigned relationship center with a passion and drive to deliver the “WOW” member service experience and to become the Standard of Excellence in providing Fundamental Banking Services. The Member Relationship Supervisor is responsible for owning the member service experience through relationship building and a well‑organized focus to ensure members’ needs are met in support of Northern’s mission, vision, and strategic direction.

Essential Job Functions

• Strengthens Northern’s people-first culture by providing inspirational leadership that leads to an engaged workforce enabling our organization to be profitable, efficient, and well capitalized by:
  • Providing leadership that progressively builds confidence, motivates and inspires team members to constantly challenge boundaries in pursuit of reaching their maximum potential.
  • Engaging team members in establishing department goals and objectives that meet/exceed the needs of our internal owners and Northern’s Values and strategic expectations.
  • Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities.
  • Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal and external owners.
• Actively promotes the member‑centric philosophy and takes pride in being the “Standard of Excellence” through a highly engaged team by:
  • Effectively hiring, promoting professional development, and conducting performance evaluations of assigned Member Relations internal owners.
  • Proactively coaching, motivating, and leading relationship center activities while creating and cultivating the Ownership environment crucial to achieving Credit