FirstLight’s Member Experience Manager (MEM) is responsible for managing the day-to-day operations and service delivery of the branch assigned. The MEM is passionate about leading and inspiring others to deliver extraordinary Member Experience (ME2), ensures decisions and activities are clearly be linked to helping our member “Improve Lives. Achieve Dreams.” The MEM is responsible for maintaining operational excellence including, branch operations, member service, lending, products, security, and safety in accordance with regulatory, compliance and Credit Union policy, The MEM consistently meets or exceeds member growth goals, branch sales and service goals by inspiring and coaching team members to build and enhance member relationships. The MEM is responsible for hiring and retaining employees that will deliver a positive member experience and are motivated to achieve performance goals. The MEM Promotes Member Financial Education (MFE) and finds ways to engage the membership in MFE initiatives sponsored by the Credit Union. The MEM represents the Credit Union in various civic and business development activities and looks or opportunities to make a difference in the communities served by FirstLight.

Required Skills

• Outstanding communication and leadership skills. • Excellent supervisory, coaching and training abilities. • Attention to detail with analytical and critical and strategic thinking skills • Professional appearance, dress, and a cheerful positive attitude. • Strong organizational skills. • Able to operate related computer applications and basic business equipment. • Attention to detail with analytical and critical and strategic thinking skills • Ability to maintain an effective and efficient workflow. • Ability to determine and implement branch-specific activities in support of the member experience environment. • 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

Five (5) years of related experience in a financial institution to include three (3) years of supervisory experience.

Three (3) years of general consumer lending experience.

PLUS 

Associated Degree in business related field or equivalent combination of education and experience.

• Outstanding communication and leadership skills. • Excellent supervisory, coaching and training abilities. • Attention to detail with analytical and critical and strategic thinking skills • Professional appearance, dress, and a cheerful positive attitude. • Strong organizational skills. • Able to operate related computer applications and basic business equipment. • Attention to detail with analytical and critical and strategic thinking skills • Ability to maintain an effective and efficient workflow. • Ability to determine and implement branch-specific activities in support of the member experience environment. • Must be able to demonstrate established competency levels for all required regulatory or compliance-related processes and/or procedures within established timeframes of appointment.