Member Success Lead

4 weeks ago

Jacksonville, United States RADIFI FEDERAL CREDIT UNION Full time
Job DescriptionJob Description

RadiFi Credit Union (formerly Jax Federal Credit Union) is seeking a Member Success Lead to coordinate and oversee the daily teller activities of a retail branch ensuring efficiency, accuracy and member satisfaction. Support a highly collaborative environment centered around teamwork. Work closely with the Member Success Manager to ensure optimal staffing and scheduling of resources to meet the member needs of the Credit Union. Support Credit Union vision and goals by encouraging team participation and gaining associate buy-in.

Location: Northside Branch, 1440-31 Dunn Ave., Jacksonville, FL 32218

Status: Full-time (Approximately 40 hours per week)


Major Duties and Responsibilities:

  • Oversees and prepares branch schedules for Member Success Advocates and up-keeps the Master Work Schedules.
  • Performs other related duties as assigned. These may include but are not limited to: branch balancing, coin machine balancing, balancing VISA terminal, dual control functions, and facilitating shared branching transactions.
  • Coordinate and monitor daily Member Success Advocate activities to ensure that position standards are met and that policies and procedures are followed. Responsible for daily branch operations to include opening and closing activities.
  • Responsible for cash management to include efficient ordering of cash, securing of cash, replenishment of cash automation equipment in branch, and reconciling daily, weekly, and/or monthly. Maintains records and reports as required. Performs monthly cash, check, and security audits for each Member Success Advocate.
  • Serve as an "on the job" trainer/mentor for new Member Success Advocates. Coaches, teaches, and trains, new team members on skill building techniques to help meet and exceed goals. Identifies performance problems and celebrates success Provides the Member Success Manager with performance observations and feedback for associate performance evaluations.
  • Handles member issues and/or complaints. Research and troubleshoot errors. Appropriately escalates member issues to Member Success Supervisor or Member Success Manager, accordingly.
  • Mitigates risk to the credit union by placing appropriate check holds according to regulations. Leads by example following all policies and procedures.
  • Serve as a resource within the branch for new and existing member account and loan needs. Maintain extensive knowledge of all products and services to promote and cross sell through a consultative needs-based approach. Use outbound sales calls to facilitate new membership and loan growth. Handles non-sales related member service issues such as problem resolution and account maintenance.
  • Assist members with member service inquiries that include debit card items, debit card fraud and dispute requests, stop payment requests, unauthorized ACH requests, statement review, member balancing assistance, deposit product rate review, name record

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