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Member Services Manager

Georgia's Own Credit Union
Alpharetta, GA
Member Services Manager Location Alpharetta, GA : If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today. SUMMARY: The Member Services Manager will manage the overall operation, sales, and service of the teller line. Along with managing the branch in the absence of the Community Manager, this position will also support sales, service and the successful performance of the platform staff. ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Ensures operational compliance for the teller line - cash controls, branch security, transaction approval, internal controls and audit requirements
  • Manages the branch while the Community Manager is out of the office
  • Maintain staff schedules to provide adequate coverage at all times.
  • Coaches and mentors teller staff to meet individual performance expectations such as sales referrals, balancing, compliance with operational processes and procedures
  • Supports sales and service culture by promoting and cross selling available products and service and drives successful performance with the teller and platform functions
  • Primary branch contact for resolving complex service issues
  • Participates in the selection and hiring of tellers, development of teller staff, and teller and platform performance accountability
  • Pursues and maintains current knowledge of Georgia's Own products and services for all lines of business
  • Initiates conversations with members to uncover their financial needs, cross-sells Credit Union products and services, and makes appropriate referrals to business partners to meet both personal sales goals
  • Other duties as assigned
    • EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:
    • Bachelor's degree and/or equivalent years of experience required
    • At least 5 plus years of branch financial services experience both in operations and sales preferred
    • At least 1-2 years of proven experience in managing and leading a sales focused team
    • Knowledge of regulations, policies and procedures.
    • Provide coverage at other branches when necessary and work Saturday rotation schedule
    • Interpersonal skills that influence and motivate staff
    • Superior communication skills - both written and verbal
    • Proficient use of Microsoft Word, Excel and Power Point software applications
    • Candidates must be able to pass a background check including: Credit, Drug Screen, Bondability, & Criminal Background.
    JOB COMPETENCIES: Member Focus - builds customer confidence, is committed to increasing customer satisfaction, set achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, responds to internal customers Acting with Integrity - Clearly states goals and beliefs; lets people know his/her true intentions; does what he she said they would do; follows through on commitments Managing Change - Following through on "activating change" for self and team; works cooperatively with others to produce innovative solutions; taking the lead in setting new business directions, partnerships, policies or procedures; helps employees to develop a clear understanding of what they need to do differently as a result of the changes within the credit union Managing for Results - Applies clear and consistent performance standards; handles performance problems decisively and objectively; is direct but tactful; provides guidance and assistance to improve performance. Sets challenging and productive goals for self/team; holds self/team accountable for actions and delivering results. Provides leadership, motivation, resources and support, uses checkpoints and data to track progress; sets up systems and processes to measure results. Manages performance in a clear, consistent and objective manner. Decision Making/Judgement - Makes sound decisions that impact and support the business, financial or otherwise. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when appropriate, and communicates decisions to others. Supporting Organizational Goals - Actively supports organizational goals and values; demonstrates enthusiasm toward the company's goals and mission; aligns actions around organizational goals Sales Skills - develops new business, identifies and sell to member needs, translates product features to benefits, has good listening skills is sensitive to customers, delivers effective presentations, negotiates well, uses closing skills appropriately, develops sales skills. PHYSICAL REQUIREMENTS: To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 25 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union's policies and procedures related to the SAFE ACT. This includes an obligation on the employee's part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry. Georgia's Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans. We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.
Posted 2025-08-23

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