Member Service Manager

Member Service Manager

Spectra Credit Union
Location: Alexandria, VA

Are you a dynamic leader who is passionate about developing people, driving results, and creating exceptional member experiences? Are you ready to take your career to the next level by working with a spectacular company?

Position Overview

The Member Service Manager provides strategic and operational leadership for a Spectra Credit Union branch. This role is responsible for achieving organizational goals related to member growth, loan growth, deposit growth, employee engagement, operational effectiveness, risk management, and member satisfaction. The Member Service Manager leads and develops branch employees while ensuring exceptional member service, operational excellence, regulatory compliance, and strong financial performance.

What qualities are we looking for in a Member Service Manager?

• Inspiring Leader
• Relationship Builder
• Strategic Thinker
• Results Oriented
• Service Focused
• Effective Communicator
• Coach and Developer of Talent
• Problem Solver
• Collaborative and Team-Oriented
• Adaptable and Resilient
• Community Minded
• Strong Analytical Skills

The position's essential duties include the following:

Leadership, Talent Development & Branch Management

• Lead, coach, motivate, and develop branch employees to achieve individual and organizational goals.
• Foster a culture of accountability, collaboration, engagement, and service excellence.
• Conduct performance evaluations, coaching sessions, and development discussions.
• Recruit, retain, and develop high-performing employees.
• Make recommendations regarding hiring, promotions, recognition, and employee development opportunities.
• Collaborate with leadership regarding branch performance, staffing needs, operational opportunities, and risks.

Member Experience, Sales & Business Development

• Develop and execute branch sales and service strategies to achieve membership, loan, deposit, and relationship growth goals.
• Strengthen member relationships and support business development initiatives within the community.
• Monitor member satisfaction and service quality metrics and implement improvements as needed.
• Resolve complex member concerns and escalated service issues.
• Represent the Credit Union through community involvement, business partnerships, and financial education events.
• Promote organizational growth initiatives and market awareness.

Operations, Production & Risk Management

• Monitor branch performance metrics and implement action plans to improve productivity, efficiency, service levels, and financial performance.
• Ensure compliance with Credit Union policies, procedures, regulatory requirements, and operational standards.
• Underwrite loans within assigned authority limits and provide lending guidance to team members.
• Maintain effective operational controls and risk management practices.
• Lead the implementation of new products, services, technology enhancements, and process improvements.
• Manage branch staffing, scheduling, workflow, and resource allocation to meet business needs.
• Must comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, Office of Foreign Assets Control (OFAC), and SAFE Act requirements.

Education & Experience

• Two-year college degree or completion of a specialized course of study at a business or trade school required.
• Three to five years of progressive experience in financial institutions required.
• Previous experience in branch management, lending, employee supervision, sales leadership, and operational management preferred.

Additional Opportunity

Bilingual candidates are encouraged to apply and may be eligible for an additional salary premium.

Why Join Spectra Credit Union?

At Spectra Credit Union, we are committed to helping our members achieve financial success while creating a workplace where employees can grow, lead, and make a meaningful impact. This is more than a job; it's an opportunity to build a rewarding career while helping others thrive.

Are you ready to build a more vibrant future? This is more than a job; it's a rewarding career.