Job Description
Job Description
Key Responsibilities
- Manage the float pool staff calendar to provide staffing coverage for retail locations.
- Collaborate with the Member Experience Coach Float to support newly employed Tellers and Member Service Associates onsite after classroom training.
- Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
- Conduct regular branch visits to assess float staff performance.
- Supervise, mentor, and support the Member Service Float staff to enhance productivity and member service.
- Handle escalated member inquiries and complaints, providing timely and effective resolutions Process transactions accurately and efficiently according to balance guidelines.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- Identify areas for process enhancement and implement solutions to improve efficiency and service quality.
- Prepare and present reports on team performance and member satisfaction metrics.
- Lead special projects and initiatives aimed at improving the member experience
Core Skill Competencies
- Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey information at various levels of the organization.
- Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
- Team Performance: Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
- Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
- Problem-Solving Skills: Strong analytical and problem-solving abilities to identify issues, develop solutions, and make informed decisions.
- Risk Management: Identify and mitigate risks for the CU.
- Regulatory Knowledge: In-depth knowledge of federal, state, and local regulations related to residential lending.
- Compliance: Knowledge of financial regulations and standards.
- Budget Management: Experience in budgeting and financial management, with the ability to manage and optimize resources.
- Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Physical Demands
- Prolonged periods sitting at a desk and working on a computer.
- Occasional lifting of office supplies, up to 30 pounds.
- Travel is required
Qualifications
- Associates degree or equivalent work experience.
- Minimum of 3 years supervisory experience in a member experience role.
- Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.
- Knowledge of deposit/loan products is required.