Member Experience Supervisor (Branch Supervisor) - Rialto, CA

We believe that everything starts with leadership! If you have a passion for first-class service, collaboration, one team spirit, team development, and service to the community - we’d like to speak with you.

The Member Experience Supervisor role supports branch leadership in delivering exceptional member service through the day-to-day operations. Supports the branch team as a mentor, trainer, and coach; performing supervisory duties as assigned.

Service

1. →Personally, provides exceptional member service; uses Service Standards in every work-related interaction.
2. →Ensures that exceptional member service is being provided to members and team members, at all times.
3. →Serves as a strong example of leadership in work ethic, professionalism, and conduct.
4. →Actively participates in and provides leadership for the team in meeting the goals of the department and the Credit Union by promoting a harmonious work environment that motivates others towards team participation, goal setting/accomplishment, and personal development.
5. →Ensures staff commitment to member service standards. This includes leading by example with a positive and professional tone and demeanor when assisting members and team members. Using courage and integrity to take action and provide friendly service at all times.

Daily Responsibilities

1. →Assists in development and execution of branch plans; identifies areas of opportunity and makes sound recommendations to improve member experience.
2. →Assists with branch talent planning; acts as a mentor, trainer, and coach by observing the team and providing on-the-spot feedback and continued guidance.
3. →Serves as a first point of contact for member escalations with the ability to resolve complex inquiries and conduct research to provide appropriate solutions that result in a positive member experience.
4. →Builds, cultivates, and manages positive relationships with team members throughout the organization; continuously advocates for the membership; makes swift decisions while balancing risk and service.
5. →Serves as a subject-matter expert; presents and facilitates at team meetings and Credit Union learning events.
6. →Assists with overall branch operations, such as; new account compliance, security controls, cash management, branch opening and closing, and audit integrity.
7. →Assists team members and members with complex loans transactions and/or inquires and act as an in-branch resource, identifying and offering appropriate member solutions.
8. →Personally, and proactively assists members with service needs; balances supervisory responsibilities while placing members first.
9. →Personally, participates and motivates teammates to assist at local Membership Development and community events, building strong relationships within the branch community.
10. →Assists in testing, training, and implementation of new system functionality, enhancements, or other organizational projects; Champions new initiatives, providing constructive feedback, and helping drive branch adoption.
11. →Performs supervisory duties, including but not limited to scheduling, planning, assigning, directing and evaluating team members' work; measures performance against goals; reviews efficiency and completeness of tasks; conducts performance reviews/coaching sessions, recommends salary increases, and develops higher levels of expertise in team members through coaching and training.
12. →Acts as leader on duty in the absence of more senior team members.
13. →Supports and assists at branches throughout the Arrowhead branch network.
14. →Regular and predictable attendance and punctuality.
15. →Maintains a working knowledge of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Identity Theft Red Flags and Office of Foreign Assets Control (OFAC) and complies with all federal and state laws/regulations as well as organizational policies, procedures, and processes applicable to area of responsibility.
16. →Other duties as necessary and assigned by the Supervisor to achieve the goal of the credit Union.