Assistant Manager of Member Services

2 weeks ago

Holland, Michigan, United States Community Choice Credit Union Full time
Job Overview

Objective & Core Principles

The main objective of this role is to support Community Choice Credit Union in fulfilling its mission: to assist our community in achieving their desired lifestyle. A vital aspect of this mission is to deliver exceptional service to both internal and external members by embodying our core principles.

Role Summary

This position oversees the daily functions of the member center, setting a benchmark for team members in delivering member services. As an Assistant Manager, this role involves coaching and instilling accountability within the team while also contributing individually to the member center's sales and service objectives. Collaborating closely with the Member Center Manager, this position will mentor and guide staff in meeting and surpassing sales and service targets, thereby supporting our mission and fulfilling operational and sales goals.

Core Competencies

  • Core Principles:
    1. Dedicated: We are devoted to serving our community, guided by the values of service, integrity, and respect for all individuals.
    2. Generous: We contribute significantly every day to our members, communities, and each other, demonstrating our commitment to supporting our region.
    3. Trustworthy: We serve as our Members' reliable financial advisors; each team member plays a crucial role in the financial well-being of our Members and the success of Community Choice Credit Union.
    4. Collaborative: We function as a cohesive unit, working together to achieve success, celebrate achievements, and continuously enhance the service we provide.
  • Flexibility: Adapts swiftly and effectively to changing circumstances, viewing change as an opportunity for growth. Capable of managing various tasks and roles within the organization, providing support to team members as needed.

Position Competencies

1. Coaching: Ensures team members comprehend their responsibilities and the support available to them. Engages in ongoing discussions to maintain clarity on performance expectations and necessary actions.

2. Results Orientation: Establishes benchmarks for evaluating performance, demonstrating urgency in achieving goals and persisting through challenges.

3. Decision-Making: Collects sufficient information to assess risks and benefits of various options, maintaining focus on objectives and collaborating with relevant stakeholders.

4. Mastery of Essential Duties: Capable of executing key responsibilities effectively and contributing positively within the role.

Key Responsibilities

a. Lead by example to ensure that individual and member center sales and service goals are met.

b. Guarantee accuracy in documentation and data entry during account management processes.

c. Actively engage in the training and onboarding of new team members.

d. Manage staff schedules to ensure adequate coverage and foster a motivated team environment.

e. Provide feedback to the Member Center Manager regarding team member performance evaluations and recommendations.

f. Contribute to the development and execution of the member center's business plan and sales strategies.

g. Participate in recruiting quality candidates to build an effective sales and service team.

h. Oversee member center traffic flow to ensure members receive prompt and appropriate service.

i. Support the management of member center operations to ensure compliance with regulations and policies.

j. Deliver effective training and coaching to team members to maintain high sales and service standards.

k. Ensure security measures are upheld within the member center and surrounding areas.

l. Assume primary leadership responsibilities in the absence of the Member Center Manager.

Qualifications

To excel in this role, candidates must meet the essential duties satisfactorily. The following qualifications are necessary:

Education:

Bachelor's degree in Business is preferred.

Experience:

Two to five years of relevant experience, including management experience.

Skills & Abilities:

Strong aptitude for sales and service, excellent interpersonal and leadership skills, comprehensive knowledge of the financial industry, and the ability to prioritize tasks in a dynamic environment.

Mental and Physical Demands:

Ability to interpret documents, follow complex instructions, and manage multiple tasks efficiently while maintaining professionalism.

Work Environment:

The typical noise level in the work environment is moderate.

General Statement:

The above statements describe the general nature and level of work performed by individuals in this role and are not intended to be an exhaustive list of all responsibilities or working conditions.

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