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Member Service Manager

YS Federal Credit Union

May 20, 2022
Yellow Springs, OH
We are looking to add a positive, motivating and experienced Member Service Operations Manager to our team to help grow and improve the credit union further. This new position reports to the CEO, and helps implement the strategic plan approved by the Board of Directors. The Manager supervises the employees of the service operations team, who train in all areas of daily operations and work as part of a team of 5-7 employees. Team members have advancement opportunities as various training is completed and as they become proficient at various levels of responsibility. Employee opportunities are endless as the team grows the credit union membership and the depth of services utilized.

The Service Operations Team, led by the Member Service Manager, serves as the first impression, and liaison, between the member and the Credit Union. They provide account information and transactions in person, by phone or as directed and according to policy and procedure. They open accounts for members, cross-sell products and services, and resolve issues professionally in the best interest of the member and the Credit Union. They maintain thorough knowledge of the Credit Union’s products and services, policies, procedures and rules and regulations pertaining to job responsibilities and authority. Team members stay abreast of safety and security at all levels at the premises and within the account handling processes. Confidentiality of member information is maintained at all times both inside, and outside, the Credit Union. They promote the Credit Union with each member contact, and they advise the Manager/CEO of member opinions and suggestions.
What you will do:
• Collaboratively work with, and report to the CEO as you supervise members of the Service Operations Team. Your success will contribute to optimizing Member Experience, Sales Performance, Risk Tolerance, Vendor Relationships, Operational Compliance, and Productivity
• Encourage and develop cooperation among employees to ensure a “team effort” is achieved, and maximum efficiency is achieved
• Hold regular service operations staff meetings to discuss status updates, goals, and staffing/task schedules. Collaborate with the CEO in meeting attendance occasionally and as appropriate
• Train, implement and monitor adherence to YSCU Policy & Procedure with new hires, and periodically in the Operations areas
• Recommend ways to reduce expenses. Maintain existing controls
• Work with the CEO, keep up-to-date with industry best practices, and recommend additional ways to mitigate fraud risks
• Analyze the needs of the operations areas, and recommend changes in order to maintain operational soundness and service
• Utilize overall technology skills, and stay abreast of leading edge financial technology in making recommendations and implementing operational processes
• Maintain ongoing communication with the CEO, informing him/her of all pertinent problems, irregularities, new developments, changes, and other important information concerning operations
• Adhere to, and uphold all written policies and procedures of the credit union while supervising the service operations staff. Refer Personnel Management issues to the CEO. Involve the BSA Officer as appropriate with BSA/CIP and OFAC monitoring and reporting. Report violations to the CEO in a timely and confidential manner. Function as BSA Officer in his/her absence
• Work directly and indirectly with Project Managers and Vendors; likewise with other employees not in direct service operations on a regular basis
• Conduct audits in cash and operations, policy and procedure compliance, and training. Assist with NCUA Exams and Independent Audits as directed by the CEO
• Function in any operations job description in the absence of any other qualified staff member to do so
• Work with others, as coordinated by the CEO, in projects as assigned
• Participate in occasional membership community events, positively representing the Credit Union and promoting membership
To succeed in this role, you will have:
• Excellent leadership and supervisory skills
• Outstanding analytical and problem-solving skills
• Very Strong oral and written communication skills
• Leading-edge technology awareness; and competency in basic computer systems and business software
• 5+ years relevant/related experience and/or training
• Knowledge of operations including Member Service, Cash and Vault Handling, Consumer, Credit Card, and Home Equity Lending, Payment Systems, and Branch Management
• Knowledge of the Federal Credit Union Act, plus bylaws and regulations that apply to federally chartered credit unions
• Minimum of Bachelor’s Degree in Business
Contact: Sandy Hollenberg
Keywords: Member Service Manager
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