Member Experience Supervisor Float

Key Responsibilities


* Manage the float pool staff calendar to provide staffing coverage for retail locations.


* Collaborate with the Member Experience Coach Float to support newly employed Tellers and Member Service Associates onsite after classroom training.


* Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.


* Conduct regular branch visits to assess float staff performance.


* Supervise, mentor, and support the Member Service Float staff to enhance productivity and member service.


* Handle escalated member inquiries and complaints, providing timely and effective resolutions Process transactions accurately and efficiently according to balance guidelines.


* Ensure adherence to company policies, procedures, and regulatory requirements.


* Identify areas for process enhancement and implement solutions to improve efficiency and service quality.


* Prepare and present reports on team performance and member satisfaction metrics.


* Lead special projects and initiatives aimed at improving the member experience

Core Skill Competencies


* Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey information at various levels of the organization.


* Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.


* Team Performance: Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.


* Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.


* Problem-Solving Skills: Strong analytical and problem-solving abilities to identify issues, develop solutions, and make informed decisions.


* Risk Management: Identify and mitigate risks for the CU.


* Regulatory Knowledge: In-depth knowledge of federal, state, and local regulations related to residential lending.


* Compliance: Knowledge of financial regulations and standards.


* Budget Management: Experience in budgeting and financial management, with the ability to manage and optimize resources.


* Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Physical Demands


* Prolonged periods sitting at a desk and working on a computer.


* Occasional lifting of office supplies, up to 30 pounds.


* Travel is required

Qualifications


* Associates degree or equivalent work experience.


* Minimum of 3 years supervisory experience in a member experience role.


* Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.


* Knowledge of deposit/loan products is required.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.

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