Member Financial Center Coordinator Job at Truliant Federal Credit Union
Job Description:
Purpose of the Job
The MFC Coordinator supports and assists the MFC Manager in day-to-day responsibilities of operating the Member Financial Center by coordinating activities and schedules consistent with established goals, objectives and policies. MFC Coordinators assists in operations as well as team development and must act as a positive role model for all employees by executing the organization’s mission of meeting the financial needs of the Credit Union’s member-owners.
Essential Functions and Responsibilities
- Ensures the Member Financial Center functions as desired through management and leadership skills.
- Helps to develop and direct the MFC’s plan to ensure achievement of goals and objectives, including but not limited to member service scores, loan production, deposit production and new member growth.
- Leads by example by engaging in meaningful financial conversations with members, by following all required components of member interactions, and achieve personal production and service goals set by senior management.
- Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction including problem resolution.
- Drives efforts in the MFC to identify and implement service behaviors that improve the overall member experience.
- Performs all MSR and MSS functions accurately and efficiently, as needed.
- Participates and coaches the MFC team to make qualified referrals to the Truliant Financial Advisors, Truliant at Work, Mortgage Loan Officers, and to Member Business Lending areas.
- Assists the Manager by ensuring adherence to the MFC budget by managing controllable operation expenses and payroll.
- Mentors, coaches and develops staff to promote highest level of performance. Responsible for providing the required daily, weekly, and monthly coaching to Member Service Specialists and others as assigned.
- Supervises scheduling of staff to maximize member service.
- Works with other departments to ensure equipment and facility needs are maintained.
- Coordinates training classes and departmental visitations for staff.
- Provides direction and structure for MFC team to be in compliance with all regulations. Ensures adherence to policies and procedures to prevent internal and member fraud losses.
- Actively develops MFC management knowledge and decision making abilities.
- Directly supervises all MFC staff in the absence of the Member Financial Center Manager.
- Assists Manager with interviewing, hiring, and training employees. Helps in planning, assigning, and directing work as well as appraising performance, addressing complaints and resolving problems.
Advanced Functions and Responsibilities
- Embodies Truliant’s corporate identity in spirit, mission, values, and ethics and inspires others to do the same.
- Provides leadership and structure for the MFC team allowing for smooth overall operation.
- Demonstrates professional maturity and mentors staff members who are developing this skill set.
- Shows consistent good judgment in decision making and provides appropriate leadership to the MFC in the absence of the MFC Manager.
- Generates new consumer and business development opportunities and drives branch performance, including outside business development.
- Viewed as a leader amongst peers due to their willingness and ability to assist other Coordinators and Managers in executing proper procedures and sharing best practices.
- Serves as a mentor for new employees or existing, to include Coordinators and Member Service Specialist throughout the footprint of the Credit Union.
Other Duties and Responsibilities
1. Assists with other tasks and projects as assigned.
Knowledge, Skills, and Abilities
- Must have the ability to recognize and respond to member relationship opportunities
- Must have superior interpersonal skills; ability to get along with diverse personalities; tactful, mature,
flexible, compassionate
- Must have advanced understanding of credit union operations, financial products, services, and delivery
systems
- Must be able to lead and motivate teams
- Must maintain integrity and confidentiality when handling difficult situations concerning member’s accounts or employee information
- Must have excellent communication skills in English, both verbal and written
- Must have strong arithmetic skills
- Must be able to resolve member complaints
- Must have advanced PC skills, with intermediate level knowledge on Microsoft Excel and Word
- Must have ability to work well under pressure in a goal oriented environment
- Must be detail oriented and well organized, with the ability to multi-task
- Must be flexible and able to shift resources and priorities as required
- Must be able to complete all assignments with minimal supervision
- Must possess a strong commitment to providing excellent service to Truliant’s members
Physical Requirements
- Standing, walking, bending, and stooping required
- Must be able to sit at a desk and stand for long periods of time and use a computer
- Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds
Education and Background
- High School Diploma or equivalent required; Bachelor’s or Associate’s Degree preferred
- 2 to 3 years previous experience in the financial or retail industry required
- Must have at least one year related supervisory experience and/or training, or equivalent combination of education and experience in the following areas: Branch Operations (vault, security, scheduling, opening/closing procedures), Consumer/Mortgage Lending and Staff Development
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