• Plans, directs, and coordinates the schedules of the Member Services staff.
• Manages, coaches, counsels, and trains staff to enable them to perform at a superior level in the respective position.  This includes performance management, setting and meeting department goals, specific measurements, and assisting with personnel issues.
• Assists Member Relationship Manager with assessing department measurements, reporting procedures, and performs timely analysis of results.  If needed, recommend solutions to areas that require improvements.
• Assists Senior Management in carrying out short and long range plans, strategic plans, and credit union measurements.  Also, develops and implements improvement in processes, procedures, and policies, as needed.
• Ensures that credit union members are greeted in a polite, professional and courteous manner whether contact is in person, by telephone or electronically.  Responsible for communication with internal and external members, both written and verbal.
• Keeps current of and enforces all policies and applicable laws to ensure compliance with procedures, regulations, and all applicable items affecting the department.
• Reviews, evaluates daily loan and new accounts and other pertinent tracking reports to monitor production, service etc.
• Reviews loan requests for approval.
• Audits Loan files and New Accounts and other files as needed.
• Promotes credit union products and services to members and nonmembers in accordance with the department and marketing strategies.
• Responsible for performance evaluations of staff and for recommendations of salary adjustments, position changes, and disciplinary actions.
• Responsible for privacy and confidentiality of member information, and coordinate and comply with all security procedures of the credit union.
• Makes appropriate recommendations for changes to products, service, policies, and procedures, as needed.
• Assists members with products and services.
• Assists Senior Management in developing short and long range plans, strategic plans, and credit union measurements.
• Supports and carries out the strategic objectives of the credit union.
• Performs other work as needed.

• Provide excellent member service (internally and externally).
• Department is run in an efficient manner with minimum disruption in member service.
• Employees are trained to their maximum potential.
• Loans and new accounts are processed accurately and timely.
• No compliance issues.
• Executed documents are accurate and in compliance with all lending policies.
• Increase product penetration based on growth goals.
• Goals and objectives for the department are met in a consistent and timely manner.

Education/Certification:

• Four-year degree or equivalent work experience.
• Must be registered with the Nationwide Mortgage Licensing System.

Required Knowledge:

• Must be proficient in MS Office Suite.
• Knowledge of all lending regulations.

Experience Required:

• Four (4) years member/customer service, consumer/real estate loan experience.
• Four (4) years supervisory or management experience.

Skills/Abilities:

• Requires the development, preparation, and monitoring of budgets.
• Excellent verbal and written communication skills.
• Excellent analytical, creative, and problem-solving skills.
• Able to motivate and train staff to ensure the department meet their goals.
• Excellent coaching and mentoring skills.
• Able to prioritize workload and meet deadlines.
• Able to work independently and make sound decisions.
• Valid driver’s license and vehicle to travel.
• Notary Public License.
• Signature Guarantee Certification.