RadiFi Credit Union (formerly known as Jax Federal Credit Union) is seeking a Member Success Manager to be responsible for the directing and administering the sales, service and operational efforts of a retail branch ensuring the branch meets organizational growth, sales, and service goals. Responsible for generating new revenue opportunities in and around the existing branch market. Ensures established policies and procedures are followed. Oversees the full range of services to members and prospective members. Through targeted sales goals, works to deepen existing relationships with members and new members.
Promotes service delivery excellence and actively coaches associates to deliver “awesome” service. Responsible for successful implementation of promotional campaigns and product initiatives at the branch level. Actively participates in community and business development initiatives, and monitors branch performance to ensure the branch meets organizational growth and service goals.
Major Duties and Responsibilities:
Knowledge and Skills Experience:
Minimum of five years of similar or related experience, including time spent in preparatory positions. Proven leadership experience with a sales & service focus with financial services industry experience preferred.
A high school degree or GED is required. College degree preferred in business, finance, accounting, or a related field. Must obtain and maintain NMLS certification and needed insurance licenses.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports, and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Excellent communication, problem solving, and decision-making skills to effectively resolve member and employee issues. Balance team and individual responsibilities. Strong supervisory and leadership skills required to manage, motivate, and develop employees. Uphold confidentiality and customer privacy in all situations. Proactively seeks solutions that benefit the member and the Credit Union while exhibiting sound and accurate judgment. The ability to work independently and the ability to work within a team is required. Ability to use the Internet, Outlook, word processing and spreadsheet software and position specific software as required. Strong technology skills are desired. Ability to interact effectively with clients and other internal departments is required. Strong attention to detail is required.
Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Mental and/or Emotional Requirements:
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Nothing in the position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.
We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.
RadiFi is dedicated to making positive change in a big way. We have been creating opportunities and building careers in finance since 1935.