Dover Federal Credit Union - MEMBER EXPERIENCE MANAGER (Kent County) at Dover Federal Credit Union

General Summary

The primary function of this position is to deliver exceptional service by projecting a positive image as a Member Experience Manager of Dover Federal Credit Union by administering, directing team members, and guiding branch operations. Ensures that established policies and procedures are followed. Coaches, develops, and trains branch team members, including product knowledge, cross-selling products/services, and operational growth.

Essential Functions

• Perform all essential functions of the Assistant Member Experience Manager position, and below.  
• Meets all established branch sales and service goals, referring appropriate products and services to the membership in alignment with branch scorecard.
• Meet minimum requirements for the position as set forth on the Branch Scorecard. 
• Performs various branch functions as required and assigned by the Area Support Manager.
• Possess adequate product knowledge 
• Effectively supervise the branch team, ensuring optimal performance by meeting monthly to review previous month’s performance, setting goals for upcoming month’s performance, developing plans to improve employee’s performance, delegating, and communicating any areas needing improvement via Scorecard management.
• Participate in Financial Literacy/BVS classes as instructed by management and actively manage in-branch training and educational classes/sessions including Wednesday morning training, in unison with the Assistance Member Experience Manager. 
• Recognize employees who perform at a high level.
• Hold employees accountable for their performance, attitude and behavior, via Scorecard documentation, recommending corrective action, when appropriate. 
• Demonstrate enthusiastic support of corporate mission, core values and long-term strategic initiatives. 
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff.
• Maintains a highly motivated, well-trained staff maintaining effective employee relations.
• Ensure adequate staffing for efficient and secure branch operations, covering other branches as required. 
• Conduct interviews and coordinate hiring decisions in conjunction with Assistant Member Experience Manager/Area Support Manager and Human Resources.
• Ensures branch staff is in compliance with policies, procedures, and all Credit Union requirements.
• Ensure branch staff complete outbound calls as required. 
• Monitor branch operations to ensure that a professional image and approach are being consistently exercised.
• Maintain and re-order office equipment, supplies, and inventory to ensure minimum limits at all times.
• Ensure that the branch is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies.
• Process membership (loan, and deposit) applications, establish new accounts for eligible members, and ethically cross-sell products and services that best meet the financial needs of the member.
• Assist members in performing transactions including opening and closing accounts, withdrawals, transfers, loans, including interviewing, system input, processing, and decisions, etc.
• Manage the security and safety for the branch, with responsibility to maintain the alarm system and to alert team members of any changes. This would include dual control procedures.
• Complete security checklist monthly according to auditing guidelines.
• Observe cash intake/output and order accordingly to branch limit
• Maintain branch facility, production workflow, and physical environment.
• Provide a friendly, professional, fair, standardized, non-discriminatory and non-preferential environment for member and team members.   
• Attend various meetings and create/submit necessary reports as needed, in a timely manner. 
• Provide Notary service and Medallion Signature services 
• Participate in marketing/community events and branch-related activities to increase member experience and culture.
• Actively visit local businesses to cultivate new relationships and strengthen existing ones, promoting beneficial partnerships.  
• · Any other duties as assigned.

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

• Requires education equivalent to a 4-year high school education, plus some additional post-secondary technical coursework. 
• Requires at least 4 years of experience in credit union or financial service industry.
• Requires professional, well-developed interpersonal skills essential for interviewing loan applicants and projecting a positive image as representative of the Credit Union.
• Requires knowledge of all Credit Union policies and procedures and all branch services and products.  
• Requires at least 2 years prior supervisory experience required.  
• Requires appropriate judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.
• Requires intermediate working knowledge of PC and applications (Word, Excel, MS Outlook).  
• Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
• Lending and Cash Handling experience preferred.
• NMLS required, or ability to get within six months of hire.

Physical Requirements

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 frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 50 pounds.