EXPERIENCE

• A minimum of five years of experience in the lending or member service area of a credit union or other financial institution.
• Proven experience in technology usage. An avid user of financial institution’s online tools for personal banking.
  Requirements:

EDUCATION

• High School Diploma or equivalent
• Preferred College Degree, must have High School Diploma or equivalent

KNOWLEDGE/SKILLS

• Knowledge of leadership principles, operations, procedures, lending and collections, and marketing.
• Knowledge of financial products.
• Service industry delivery standards
• Conducting discovery interactions
• Ability to make decisions effectively.
• Ability to lead and direct staff and other CU employees in matters related to branch and CU business when necessary.
• Effective communication and listening skills, both verbally and in writing.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Ability to manage multiple projects and collaborate with team members.
• Working knowledge of Microsoft products and presentation skills. Conflict resolution and problem-solving abilities
• Analytical mindset with attention to detail
• Experience with CRM or call center software (e.g., Zendesk, Five9)
• Patience and ability to work under pressure
• Strong leadership and communication skills

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting or standing at a workstation for extended periods of time.
• Working on a computer throughout the day
• Ability to listen and focus for long periods of time
• Ability to lift up to 10 pounds

Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions.

PRIMARY RESPONSIBILITIES

• Uncovers members’ financial needs and offers appropriate recommendations.
• Performs proactive activities to provide excellent service and achieve member growth.
• Provides member support and problem resolution for complex issues to ensure member satisfaction.
• Supervises and educates members on using all electronic service delivery channels offered both in the branch and through their personal devices.
• Handles all chat messages, inbound phone and video calls related to members’ accounts or general questions about NCU services.
• Ensures compliance with all related federal and state regulations; stays current on fraud training and trends.
• Manages and maintains member records and follows guidelines to ensure proper system management.
• Works with team members to resolve complaints and provide support as needed.
• Processes financial transactions, including cash handling.
• Performs supervisory responsibilities, such as auditing, ITM/ATM maintenance, cash management, and vault maintenance over two (2) or more team members at any given time.
• Oversees two (2) or more team members at any given time across various markets/branches; provides peer training as needed.
• Maintains the authority to discipline subordinates as needed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting or standing at a workstation for extended periods of time.
• Working on a computer throughout the day
• Ability to listen and focus for long periods of time
• Ability to lift up to 10 pound