Job: Member Service Manager

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Jobing Description

Requisition Number 12-0002
Post Date 1/23/2012
Title Member Service Manager
City Miami
State FL

GENERAL RESPONSIBILITIES: This position is responsible for assisting the Manager in managing an office including direct supervision of all office personnel and ensuring that they and the staff consistently provide the best member experience possible. Additionally, they need to advise members on savings and lending services offered by the credit union and promote the growth and profitability of the office by developing and expanding member relationships and retention.

JOB SPECIFIC DUTIES

CUSTOMER SERVICE:
Responsible for ensuring that they and the office staff consistently provide the best member experience possible
Provide support to staff in meeting member expectations
Attend bi-weekly staff communication meetings
Identify and resolve member complaints
Recommend improvements to procedures
Recommend fee generating alternatives
Recommend product / delivery enhancements
Actively recommend cross-selling opportunities

BUSINESS DEVELOPMENT/SALES:
Assist with implementing strategic business plan
Conduct direct business calls / referrals on a regular basis
Maintain community presence and involvement
Ensure growth in revenue producing products and services
Supervise the office workload and workflow
Implement changes, improvements and new procedures

LENDING:
Originate Consumer Loans
Mortgage referrals to MLO

ADMINISTRATION:
Ensure compliance with Credit Union policies and procedures
Ensure compliance with State and Federal regulations
Ensure total data / document integrity
Cultivate relationships with corporate staff in the Credit Union
Review / monitor management reports
Coaching of branch employees
Self-learn / understand all office technologies including Teller, Platform and Lending Systems

Skills / Requirements

REQUIRED EDUCATION, TRAINING AND EXPERIENCE: 4 year degree in business / finance or related subject, or equivalent lending / banking experience preferred. Applicant should possess knowledge of regulatory and compliance issues, 2 years supervisory experience, customer service experience, proven organizational and communication skills, and the ability to analyze financial data. Applicant needs to be able to motivate and be a team player.

WORKING ENVIROMENT AND REQUIREMENTS

PHYSICAL REQUIREMENT:Verbal phone ability, hearing, sitting at desk for long periods of time
MENTAL REQUIREMENTS:Understanding verbal and written communication, grammar, computers

TOOLS AND EQUIPEMENT USED:Computer, printer, fax, telephone, copier

WORKING CONDITIONS:
Normal Credit Union Office Environment