Job Description
Job Description
Overview
Under the direction of the Member Experience Manager, the Member Experience Supervisor II, is responsible for leading and managing a team dedicated to providing exceptional service to members. The Supervisor oversees daily operations, ensuring that members' needs are met efficiently, and enhancing the overall member experience.
Key Responsibilities
• Supervise, mentor, and support a branch team.
• Oversee daily operations to ensure smooth workflow and adherence to service standards.
• Handle escalated member inquiries and complaints, providing timely and effective resolutions.
• Process transactions accurately and efficiently according to balance guidelines.
• Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
• Conduct regular training sessions to enhance team skills and knowledge.
• Identify areas for process enhancement and implement solutions to improve efficiency and service quality.
• Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals.
• Prepare and present reports on team performance and member satisfaction metrics.
• Ensure adherence to company policies, procedures, and regulatory requirements.
• Lead special projects and initiatives aimed at improving the member experience.
Core Skill Competencies
• Communication: Clear and effective communication skills, both written and verbal.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving: Effective problem-solving skills to address and resolve member issues promptly.
• Organizational: Ability to manage multiple tasks and priorities in a fast-paced environment.
• Interpersonal: Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
• Risk Management: Identify and mitigate risks.
Physical Demands
• Prolonged periods sitting at a desk and working on a computer.
• Occasional lifting of office supplies, up to 30 pounds.
• Occasional travel may be required for events, meetings, or conferences.
Qualifications
• Associates degree or equivalent work experience, bachelor’s degree preferred.
• Minimum of 3 years supervisory experience in a member experience role.
• Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.
• Knowledge of deposit and loan products required.