Member Service Manager

Nusenda Credit Union; Albuquerque (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

Nusenda Credit Union, at the Juan Tabo Branch, seeks a Member Service Manager to lead branch operations, guide sales and service delivery, and coach a team of tellers and financial specialists. This role blends client-facing advisory work with people leadership in a community-focused credit union.

The MSM will mentor staff, ensure adherence to standards, and drive needs-based financial solutions while maintaining a high level of member satisfaction and teamwork.

Qualifications

• 1–3 years of experience in retail banking.
• Associate's degree in business or related field.
• Ability to coach and develop staff.
• Strong verbal and written communication skills; solid presentation abilities.
• Detail-oriented with strong organizational skills and accuracy.

Responsibilities

• Assist the Office Manager with branch operations, including Teller and Financial Platform responsibilities.
• Develop methods to support exceptional member service and needs-based sales culture.
• Lead staff through huddles, kickoff meetings, and department briefings aligned to organizational goals.
• Assist members with financial needs using a consultative approach.
• Assist members with accounts and loan products, answer questions, and perform teller duties when needed; resolve issues within authority.
• Refer members to specialized departments and support overall office operations including opening/closing procedures.
• Lead, hire, train, develop, and evaluate staff; recommend promotions, transfers, and salary adjustments.

Skills

Branch operations

Consumer lending

Sales and service

Verbal & written communication

Presentation skills

Staff development

Analytical problem-solving

Organizational skills

Adaptability

Education

Associate's degree in business or related field

Job description

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!

Thank you for your interest in joining the Nusenda team!

We are currently seeking a Member Service Manager (MSM) to join our Juan Tabo Branch. As a Member Service Manager, you'll work as part of the Branch Management team to direct and coordinate the activities of the branch including Teller and Financial platform operations. While acting as a trusted financial advisor to existing and potential members, you use a consultative approach to evaluate, educate, and fulfill members' financial needs. You are responsible for leading team members through daily monitoring, coaching, and development to ensure the team is a professional and friendly resource for employee questions/issues while building trust through everyday interactions.

What You'll Do

• Responsible for assisting the Office Manager in the oversight of branch operations to include the Teller and Financial Platform to ensure all member needs are met in accordance with departmental expectations.
• Develops methods to supports departmental and organizational initiatives to ensure the delivery of exceptional member service and needs-based sales culture.
• Supports the development of staff by conducting huddles, kickoffs, and department meetings aligned to support organizational goals.
• Assists members with their financial needs through a consultative needs-based approach.
• Assists members with account and loan products and services, answer questions, and operates as a teller as needed, and handles problem resolution within authority level.
• Refers members to specialized departments as needed. Assists in a variety of tasks to ensure efficient office operations including opening and closing procedures.
• Leads and manages subordinates in respect to hiring, training, development, and evaluation of employee performance within the department; recommends promotions/transfers and salary adjustments.

What You'll Need

• One to three years of similar or related experience in retail banking
• Associate's Degree in business or related field

Key Skills And Experience

• Advanced understanding of branch operations including all teller functions, consumer lending, and sales and service techniques.
• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information, and handle problem resolution.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
• Development, performance management, training, and employee counseling skills are essential.
• Excellent organizational and attention to detail skills.
• Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
• Ability to adapt quickly to change and proactively communicate.

Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.