Member Experience Manager, Branches

1 day ago


Cambridge, Massachusetts, United States Massachusetts Institute of Technology Full time
Job Summary

We are seeking a highly skilled Member Experience Manager, Branches to join our team at Massachusetts Institute of Technology. This role will be responsible for managing the day-to-day supervision of Branch operations, achieving service and business objectives, educating, developing, coaching and training staff, initiating efficient systems and processes, maintaining and enhancing community relations, and providing an outstanding service experience to both external and internal members.

Key Responsibilities
  • Manage the day-to-day supervision of Branch operations, ensuring that all activities are conducted in accordance with credit union policies and procedures.
  • Develop and implement strategies to achieve service and business objectives, including sales goals and member engagement initiatives.
  • Provide coaching and training to staff to enhance their skills and knowledge, and to ensure that they are equipped to provide excellent member service.
  • Initiate and implement efficient systems and processes to improve Branch operations and member experience.
  • Maintain and enhance community relations through outreach and engagement activities.
  • Provide an outstanding service experience to both external and internal members, ensuring that their needs are met and exceeded.
Requirements
  • Bachelor's degree in a related field required.
  • Minimum of five years of credit union, banking, or financial services industry experience required.
  • Proven working knowledge of financial service Rules and Regulations.
  • Robust project management, management, PC and MS Office, member service, and financial management skills.
  • Keen problem solver and decision maker.
  • Ability to multi-task and meet deadlines.
  • Flexible and adaptable to Branch needs.
  • Detail oriented with superior verbal and written communication skills.
  • Working knowledge and understanding of Reg B, E, Z, CC, DD.
  • Excellent training skills.
  • Ability to coach and develop others.
  • Flexibility to travel and fill in at other Branch locations as required.


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