Essential Duties and Responsibilities:|
The Member Solutions Team Lead position is responsible for supporting the tactical initiatives of DSFCU as they relate to building member primary relationships, providing world-class service and achieving branch goals. Support best practice methods to continually improve financial center and operational performance while remaining committed to the credit union's core values ("The Big 4") of member solutions, employee satisfaction, community involvement, and financial results. Assist in training and motivating all sales and service associates. Promote and build positive relationships with members and provide solutions to their financial needs. Build positive relationships with other DSFCU lines of business by interacting with other business units. Demonstrate effective communication with all internal and external business partners while effectively communicating upwards and downwards within the organization. Provide effective solutions to member problems, complaints and opportunities. Apply approved processes to ensure branch security is in alignment with credit union policies and in compliance with state and federal regulations. Act as mentor and set a positive example for all branch personnel while supporting the overall operations of the financial center. Reports to Assistant Branch Manager and/or Branch Manager, Branch Operations. We are seeking an individual that can: Deliver outstanding service to our members. Grow business organically by deepening member relationships (versus single product/service sales). Grow business non organically by matching value added products and services to nonmembers.
Motivate people to perform and deliver results. Display intensity, excitement and optimism of team and members
Other duties may be assigned
Team Performance Skills. Demonstrated performance as a successful team player. Effective interpersonal skills including the ability to motivate a team to meet sales and service standards. Ability to work in a fast paced environment under time constraints when necessary. Promotes the credit union difference.
Promotes a strong team spirit. Constantly strives to achieve stretched performance standards.
Support the use of technology, processes and communication to improve efficiency. Demonstrated ability to sustain changes. Able to provide service and sales support to retail branch team.Interpersonal Skills. Must be an effective communicator. Working well with a variety of personalities and having the ability to appropriately adapt communication style to achieve results and promote positive relationshipsAbility to influence within and across the organization including peers and superiors. Demonstrated sales and service success. Problem solving skills with the ability to derive solutions. Has the ability to establish credibility quickly with peers and members. Demonstrate confidence and success in leading among his/her peers.Financial and/or Retail Experience. Proven ability to drive results through effective delivery of products and services to members. Must be able to display flexibility and adapt in a rapidly changing retail branch environment. Must be able to demonstrate strong retail operational skills.Expert knowledge of a wide range of consumer and business products including savings, checking, home equity, mortgage, investments, insurance and ancillary products and services. Knowledge of consumer and business financial industry concepts, products, policies, and regulations
To perform the job successfully, an individual should demonstrate the following competencies :
Analytical - Collects and researches data; Uses intuition and experience to complement data.
Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
Project Management - Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service ; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
Change Management - Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change.
Delegation - Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Managing People - Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Continually works to improve supervisory skills.
Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Cost Consciousness - Works within approved budget; Contributes to profits and revenue ; Conserves organizational resources.
Diversity - Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
Strategic Thinking - Understands organization's strengths & weaknesses; Analyzes market and competition; Adapts strategy to changing conditions.
Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Safety and Security - Observes safety and security procedures; Uses equipment and materials properly.
Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience:
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Qualified candidates must have 1+ years experience in a sales/service role within the financial services industry or other types of retail businesses. The candidate must be someone who is recognized as a dynamic, flexible individual who consistently exceeds goals and encourages others to do the same. This person must also have knowledge of how the financial markets impact the financial services industry and excel at representing credit union products. Minimal travel amongst branches may be required.
Certificates, Licenses, Registrations:
It is a requirement of this position that individuals be registered though the National Mortgage Lending System and Registry (NMLS).
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
To perform this job successfully, an individual should have knowledge of Microsoft Outlook Contact Management systems; Microsoft Excel Spreadsheet software and Microsoft Word Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Desert Schools Federal Credit Union - 2 years ago
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One of the largest credit unions in Arizona, Desert Schools Federal Credit Union operates more than 50 locations in the Phoenix area,...