The Member Experience Manager is a multi-function position working across all aspects of branch functions, sales, service, operations, audit and financial. As a result, this position needs to be fluent in branch sales, member service, teller / cash & check procedures, and audit. This position has primarily responsibility for Tellers and works closely with the Branch Manager in managing the sales and lobby positions. Responsible for abiding and enforcement of existing policies, procedures, and systems involving cashiering operations and Member Services functions. Coordinates, directs, and assigns work. Answers Member Experience Advisors’ questions, resolves more complex problems, and oversees balancing. Responsible for the smooth flow of teller lines, adequate window coverage, and general training and supervision of tellers. Oversees provision of a full range of Services to Members and prospective Members. Ensures that Members are promptly and professionally serviced. Provides excellent Member Service with each Member interaction. Provides complete and accurate Member Service using consultative sales techniques to retain Members and build Member loyalty. Acts as a Member Consultant as needed and actively promotes and cross-sells Partners’ products and services. Is also knowledgeable of branch financials, and results.

Essential Responsibilities:

• Supervision of Efficient, Effective, and Professional Operations and Member Experience Advisors
  • Ensures all branch operational and sales functions are correctly performed and follow established policies and standards, including security procedures.
  • Acts as a Backup Manager to the Branch Manager

• Supports the Achievement of Retail Branch Sales Goals
  • Through the personal selling of all offered financial products and services, ensuring the branch meets its sales targets and demonstrating sales skills to Cast.

• Answers Teller Questions, Solves Problems, and Assists with Complex Transactions and Sensitive Member Relations Problems
  • Explains policies and procedures to Members and makes judgments for tellers within limits of authority pertaining to cashing and/or accepting checks or drafts.

• Assists in Preparing Work Schedules and Training Tellers, as Assigned
  • Point person for maintaining Coconut Branch Scheduling, including cast rosters and permissions to support member experience both in person and virtual
  • Responsible for creating and maintaining branch schedules along with a rotating regional Saturday schedule

• Balances Vault, Monitors, Orders, Dispenses, Ships, and Balances Cash
  • Includes keeping Cash Dispense Machines (TCRs/ITMs) filled and functional, and possessing knowledge to adapt to new technology.

• Approves Check Deposits and Withdrawals, Waiving and Releasing of Check Holds, Wires, and Other negotiable Items Above Teller and MSR Limits

• Ensures Member Experience Advisors are Identifying and Building a Network of Member Contacts
  • Through qualified leads, referrals, telephone canvassing, quarterly campaign strategies, and face-to-face interaction with the purpose of creating financial opportunities.

• Effective and Efficient Performance of Member Services Functions
  • Resolves Members’ requests, problems, and questions promptly and answers Members’ questions or refers appropriately.

• Ensures Member Experience Advisors Actively Cross-Sell and Drive Credit Union Products and Services
  • Including PLP, GAP, and MBI.

• Provides Leadership to Cast Through Effective Objective Setting, Coaching, Delegation, and Communication
  • Ensures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings.
  • Point person responsible for driving and executing on the job training and completion of the Success Maps for all new hires.
  • Primary driver of building and developing Playbooks for cast members growth, success, and career pathing
  • Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models

Additional Responsibilities:

Performs procedures for opening and closing operations, including vault, alarm, and door duties. Accurately completes the Internal Verification Process (IVP) report as assigned. Be knowledgeable of branch and PFCU business processes to anticipate potential issues and effectively communicate to your manager all problems that may arise

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job: High School Diploma or GED

Degree Focus Required

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire: 2 to 5 years

Specific Experience Required:

• Experience using a Check Imaging System (Required)
• Experience using Episys (Required)
• Experience using Synapsys (Required)
• Experience using Verafin (Required)

Certifications or Licenses Required (if any):

Certifications, Licenses, Registrations, etc...: NMLS

Notary, Medallion, NMLS - required

Other Training, Technical Skills, or Knowledge Required (if any):

• Experience using Microsoft Office

Other Measurable Abilities Required:

• Excellent Member Service, verbal, and written communication skills.

• Ability to take initiative, work in a team, and resolve conflicts.

• Exceptional decision-making and problem-solving skills

Shift work:

Shift work including weekends consists of hours outside of an 8-5 schedule to cover the hours of operation.

SCOPE OF JOB

Discretion/Latitude:

This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.

Supervisory Scope: 

• Provides leadership to cast through effective objective setting, coaching, delegation, and communication.
• Ensures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.

Physical Demands & Environmental/Working Conditions:

This position requires the ability to:

• move self in different positions to accomplish tasks in various environments including tight and confined spaces
• remain in a stationary position, often standing or sitting for prolonged periods
• adjust or move objects up to 15 pounds in all directions
• perform repeat motions that may include the wrists, hands, and/or fingers
• use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
• verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
• hear average or normal conversations and receive ordinary information
• prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity.

Disclaimer

The information contained in this job description has been designed to indicate the general nature and level of work performed by cast members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of cast members assigned to this job.

The hiring range for this position in Florida is $56,800 to $85,200 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.