Member Center Manager – Norwood

The Member Center Manager is responsible for leading all aspects of managing the Member Center including member service and membership growth for his/her Member Center in alignment with the organization’s Service Delivery Strategy. The Member Center Manager is responsible for operating controls, regulatory requirements, industry standards and risk management for the Member Center.

Leads an extraordinary member center operation that is adequately staffed with well-trained and motivated p Ensures partners perform in a safe and sound manner and consistently utilize corporate service standards to deliver an extraordinary service experience for all members. (30%)

Responsible for the supervision and development of member center partners who actively support the overall service delivery strategy. Responsibilities include hiring top talent, training and certification of all partners, consistently coaching, conducting reviews, and developing member center partners for advancement. Create strong partnerships between member center partners and line of business partners including financial advisors, mortgage loan officers, and Member Business Service team to strengthen member relationships with WPCU. (20%)

Establishes member service expectations and financial results. Conducts regular and engaging staff meetings to communicate results, relay expectations, and recognize successes and opportunities for improved/enhanced performance. (15%)

Ensures assigned Member Center is operating efficiently and reliably, in compliance with applicable laws, regulations, and rules, by maintaining a strong internal control environment to mitigate risk and monitoring processes and procedures for the risk related to fraud. (15%)

As a working manager, interacts with members to help meet their needs. Educates and trains members on how to utilize convenient services, including PTM technology where applicable, and encourages increased use of the cooperative while building and increasing member engagement. (10%)

Provides support with budgets, reporting, and operating plans for member centers and projects impacting the Member Center Network. (5%)

Performs other duties as required including representing WPCU at community and public events. (5%)

Required Skills

A post-secondary degree or relevant experience required; Bachelor’s degree preferred.

Must have at least five years in the retail financial services industry with at least two in a supervisory position. Familiarity with supervising a consultative service operation is a plus, as is a proven track record in meeting and exceeding expectations and objectives.

Must have business management experience to include process management, operational analysis, report writing, presentation and writing skills, and use of technology solutions.

Must have a demonstrated ability to recruit, hire, coach and develop staff to create a team environment.

Must be able to learn and use a variety of software applications such as Microsoft Office and the credit union’s core processing systems.

Required Experience