FirstLight’s Member Experience Supervisor (MES) creates a memorable branch experience through its member service team. The MES leads its member service team in the delivery of exceptional member experience (ME²). The MES promotes establishing and maintaining positive member relationships by training employees to be trusted financial advisors that are well versed in the products and services offered by the Credit Union and meet the member’s needs. The MES ensures decisions and activities are clearly linked to helping our members “Improve Lives. Achieve Dreams. The MES is responsible for on-boarding new employees and monitoring progress. Sets performance goals and member service expectations and meets regularly with employees to coach up. The MES is responsible branch productivity and workflow. The MES Promotes Member Financial Education (MFE) and finds ways to engage the membership in MFE initiatives sponsored by the Credit Union. The MES represents the Credit Union in various civic and business development activities and looks for opportunities to make a difference in the communities served by FirstLight.
Required Skills
• Pre-employment testing. Ability to achieve a satisfactory score on pre-employment assessment(s) and satisfactory completion of required mandatory training. • Ability to meet and or exceed in performance objectives/goals as established per position. • Excellent communication and leadership skills. • Ability to effectively monitor and coach employees in meeting performance goals. • Professional appearance, dress, and attitude. • Solid math and bookkeeping skills. • Ability to analyze and determine opportunities to cross sell products and services or other solutions to members. • Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment.
Required Experience
ASSOCIATES DEGREE IN BUSINESS ADMINISTRATION, OR RELATED FIELD. (4 YEARS OF FI EXPERIENCE IN LIEU OF ASSOCIATES DEGREE –NOT IN ADDITION TO REQUIRED EXPERIENCE BELOW)
1 year of Teller/New Account experience
2 years of lending experience; (external candidates will take an assessment to demonstrate competence)
1 year of supervisory experience, OR (Branch or MCC)
MCC REQUIREMENT ONLY:
Supervisory experience requirement same as above
• Pre-employment testing. Ability to achieve a satisfactory score on pre-employment assessment(s) and satisfactory completion of required mandatory training. • Ability to meet and or exceed in performance objectives/goals as established per position. • Excellent communication and leadership skills. • Ability to effectively monitor and coach employees in meeting performance goals. • Professional appearance, dress, and attitude. • Solid math and bookkeeping skills. • Ability to analyze and determine opportunities to cross sell products and services or other solutions to members. • Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment.