Member Relationship Manager 5015 at Keesler Federal Credit Union

 EXTRAORDINARY BENEFITS:

• Medical, dental, and vision insurance
• Short Term & Long-Term Disability Benefits 
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• 11 Paid Holidays
• Tuition Reimbursement
• Competitive Scholarships
• EAP (Employee Assistance Program)

WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS  

Position:              Member Relationship Manager

Department:      Member Contact Center 

Reports To:         Senior Director - Member Contact Center

FLSA:                     Exempt                                                                                               

Summary

The Member Relationship Manager is responsible for the efficient and effective management of the member facing digital channel and back offices. The Member Relationship Manger ensures established service levels are being met and/or exceeded for the online applications, member communication, internal support and back-office services. The Member Relationship Manager is responsible for employee development and oversees the day-to-day operations of the team. Directs all activities of the Member Relationship department to ensure compliance with established policies and procedures of the credit union and department.

Supervisory Responsibilities

Directly manages team members in the Member Relationship department in accordance with the credit union’s policies, including interviewing, selecting, hiring, training, scheduling and assigning work; rewarding, coaching, counseling, and disciplining team members; evaluating performance; recommending team members for promotion, transfer, or termination.

Essential Functions

• Oversees the Member Relationship department ensuring it is functioning in a manner that provides EXTRAORDINARY service for the membership, Retail Branches, Member Contact Center and the credit union as a whole.
• Develops work schedules, assigns duties, and approves or denies leave request which are implemented through direct reports, and proper channels. Maintains accurate attendance records.
• Uses Integrity Coaching skills to routinely and effectively coach team members to meet personal, departmental, and organizational goals, including documenting and tracking progress and results.
• Ensures the required team members are properly trained in required policies, procedures and regulations.
• Maintains a working knowledge and daily supervision of the functional requirements of the Member Relationship department.
• Maintains equipment and supplies necessary to keep the department working efficiently. Maintain and provide accurate monthly tracking and production reports to the Director of Member Contact Center in a timely manner.
• Conducts meetings, reviews member/team member calls, and reviews quality with departmental employees to discuss system improvements, continued organization and training issues.
• Handles escalated member complaints that are directed to the Member Relationship department in a courteous, professional manner, including but not limited to investigating complaints, taking corrective action as needed, and resolving escalated member complaints within the scope and authority of the position.
• Ensures team members meet comply with all Federal regulations including Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC) and all credit union policies and procedures.
• Arrange periodic subject matter training for related staff across the credit union, including Retail, IT, Fraud, Compliance, Accounting and Lending.
• Assist in managing, developing and implementing strategies and concepts to increase penetration of online services to support the Credit Union’s strategic plan.

Other Duties and Responsibilities

• Responsible for satisfactory completion of any training or certification, as needed or required, to maintain quality service to the membership and organization.
• Performs other duties as assigned.

Knowledge and Skills

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Understanding of mobile and online banking platforms and all 3^rd party applications
• Abstract working knowledge of information technology implementations and practices

Education

• A two-year college degree or equivalent or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Experience and Other Requirements

• Three years to five years of similar or related experience.
• Minimum of five years lending experience required.
• Must have and maintain full knowledge of consumer lending regulations, KFCU policies, and guidelines so that all routine lending questions can be answered correctly.
• Must possess proven decision-making and leadership abilities.
• Must be able to function independently within the realm of the manager’s responsibility.
• Must possess the ability to train, motivate and manage team members in order to maintain an effective and efficient workflow.
• Second language-preferred
• Must possess an outgoing personality with a helpful attitude and well-developed sales culture toward credit union services and products.
• Accuracy and attention to detail required.
• Excellent interpersonal skills with members and team members is required.
• Must be able to work in a fast-paced environment.
• Must be a self-starter and highly motivated.
• Must maintain confidentiality and display dependability.
• Overtime may be required as work and circumstances require.

Interpersonal Skills

A significant level of trust and diplomacy is required in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Computer Skills

• Extensive use of personal PC required.
• Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.

Certificates, Licenses and Registrations

• Completion of Integrity Coaching required within one year of hire date, attending refreshers, as needed.
• Completion of CUNA CPD online courses, as assigned or required.

Physical Demands

The physical demands described here are representative of those that must 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.

While performing the duties of this job, the employee is regularly required to sit, stand and walk; use hands to finger, handle, feel or grasp; reach with hands and arms; and talk or hear. The employee is occasionally required to kneel, crouch, or stoop. The employee is occasionally required to lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of desktop computer is required. Extensive use of a telephone headset or handset is required. The noise level is that of a normal office environment.

Declaration

The human resources department retains the sole rights and discretion to make changes to this job description.