Member Experience Lead - Berkeley

Member Experience Lead - Berkeley

US-CA-Berkeley

Job ID: 2025-1728

Type: Regular Full-Time

# of Openings: 1

Category: Retail (Branches)

Berkeley Branch

Overview

Responsible for the daily oversight of the branch operations under the general leadership of Branch Management. Responsible for daily coordination and administration of credit union operations and supports sales efforts while helping to create an unbeatable service experience. Performs a wide variety of complex duties related to the handling of Member transactions.

Responsibilities

Maintains operations procedures ensuring compliance with approved credit union policies and procedures, therein delivering a high level of Member service and operational quality in the credit union.

Ensures compliance of credit union employees with established security, operations, regulatory compliance, audit, and recordkeeping policies, procedures and practices.

Responsible for and participates as necessary in branch audit functions, and prepares reports as needed, including but not limited to various branch certifications, fraud control, reconciliations, negotiable control, and monthly/quarterly audits.

Oversees and monitors branch activities for compliance with established policies and procedures. Works closely with Assistant Branch Experience Manager to ensure that operational standards are met, and that operational issues are escalated and resolved in timely manner.

Mentors branch staff and provides hands on training and development to ensure new and existing staff have the requisite knowledge and skills. Provides coaching to aid with increasing understanding and ensure consistent application of policies and procedures.

At the direction of the Branch Management, reviews records and reports to insure completeness, accuracy, and timeliness.

Offers guidance and instructs branch operations staff in their daily functions, including assisting with scheduling, assigning work, coordinating activities, answering questions, solving problems, helping with complex transactions and explaining policies and procedures to tellers and Members.

Approves transactions and authorizes fee reversals in accordance with established authority levels.

Operates a cash drawer when needed, and processes cash and check deposits, withdrawal requests, loan payments, and general ledger transactions in accordance to credit union policies and procedures.

Protects the credit union Member assets by identifying all Members when transacting business and giving information, adhering to security practices.

Solves Member inquiries and/or complaints.

Establishes new Memberships, including checking and savings accounts, term accounts, IRAs, online banking, insurance products and loans.

Supports daily sales efforts of operations staff and facilitates referrals of credit union products and services, including assisting Branch Management in sales development of each staff Member, as applicable.

Works efficiently with team Members to reach branch goals and maintain branch performance and production goals.

Provides an unbeatable service experience and adheres to the credit unions quality service standards, including solving Member issues and complaints, and assisting tellers in mediating Member situations.

Remains up-to-date and knowledgeable on credit union products, services, and related policies, procedures, rules and regulations.

Adhere to company policy and procedure, complete annual compliance training, comply with business continuity and vendor management policy. These are crucial to the success of the organization and have regulatory compliance and/or safety and soundness for the sustainability of the credit union.

Comply with all Anti Money Laundering laws such as the Bank Secrecy Act, OFAC and USA PATRIOT Act and all related policies and procedures including accurate completion of CTR screens and alerts, Member due diligence, accurate OFAC match processing, proper identification of individuals in alignment with the Member/Customer Identification Program, and reporting of unusual activity.

Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

Coordinates work for others and provides direction in absence of branch management. Provides support with interviewing, coaching and training employees; planning, assigning, and directing work.

Responsible for credit union operations, including opening, closing, and/or operating the branch in absence of Branch Experience Manager/Assistant Branch Experience Manager.

Oversees staff performance as it relates to Member service. Manages the office in the absence of the Branch Experience Manager and the Assistant Branch Experience Manager. Inform the Branch Experience Manager of any new or recurring Member or employee situations that need attention.

Qualifications

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); and two or more years lead experience in a Branch for a Financial Institution is required. Supervisory experience, experience in a financial institution/credit union, a plus. Must have sales experience and/or training.

To perform this job, the employee must possess strong interpersonal skills, good phone and e-mail etiquette, a professional presentation, and a high degree of personal initiative. Must be able to work branch operational hours to include weekends, and to work occasional nights or weekends.

TECHNOLOGY PROFICIENCY

To perform this job, the employee must possess applicable technology skills and demonstrated expertise. Ability to use loan origination systems, contact management software, and other Microsoft Office application products, as well as the ability to learn new applications quickly. Requires general knowledge of computer network and database use.

BluPeak Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Employment may be contingent upon BluPeak Credit Unions receipt of an acceptable and job-related background check, drug screen and credit check, as applicable and permissible by law. BluPeak Credit Union is committed to working and providing reasonable accommodation to applicants with physical, mental disabilities and sincerely held religious beliefs. For more information, contact Human Resources.

PM17

Compensation details: 31-33 Hourly Wage

PI9b6d531251d1-31181-37455610

Full Time