Job Description

MECU is a not-for-profit financial institution committed to helping its members and community by offering high-quality financial products and services.

MECU’s success in empowering our members to improve their financial well-being and live better dates back to 1936. We seek service-oriented professionals that will be champions for our members, treat everyone with respect find ways to assist our members/co-workers and help our community be a better place to live.

WE NEVER COMPROMISE THE MEMBER EXPERIENCE - our goal is to provide the absolute best member experience in all interactions and is the number one factor that we use to differentiate ourselves from our competition.

Assists the Branch Manager to ensure the efficient operation of the branch. Coach staff to optimum performance by providing guidance and supervision to Tellers and MSRs as needed. Ensures the staff is performing their duties and tasks properly and on a timely basis. Conveys a feeling of trust, service, security to members and staff.

Ensures staff is maintaining member loyalty while abiding by MECU policies and procedures. Complies with all state, federal and NCUA regulations. Must be proficient in overseeing the teller and platform functions. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Acts in the capacity as a MSR or Teller as needed.

Essential Duties and Responsibilities:

• Adheres to and enforce policies and procedures as defined. Stays abreast of relevant procedures, laws and regulations for job functions. Protects the interests of MECU and individual members. Works with Fraud/ Security to protect members assists throughout the branch network.

• Maintains a current knowledge of all key products and services. Understands the benefits and constraints associated with these products and services. Able to resolve member concerns/ issues. Utilizes knowledge to meet member needs and gain a competitive advantage.

• Performs regular observations using the Wellness model. Coaching MSR’s and the teller staff on using the Conversation guide effectively and having in depth conversations with our member.

• Communicates clearly and effectively, both verbally and in writing. Demonstrates good judgment in determining what to communicate, to whom, and the most appropriate method. Speaks with clarity and credibility, adjusting tone to suit the situation and audience. Actively listens to others, giving them the opportunity to express their thoughts.

• Effectively prioritizes tasks and manages time to meet goals and address members’ needs. Plans and adheres to schedules, minimizing or managing interruptions to ensure high-priority tasks are completed. Provides prompt follow-up to ensure ongoing progress.

• Consistently prioritizes members, demonstrating respect for their needs and expectations, and clearly communicates if their expectations cannot be met. Avoids complaining or speaking negatively about member behavior or expectations. Engages in communication that fosters member satisfaction and encourages others to adopt a similar approach. Achieves these goals by ensuring member needs and deadlines are realistic and consistently met. Publicly acknowledges those who provide exceptional service to members. This stands in stark contrast to those who speak unkindly about members, neglect to inform them of unrealistic expectations, complain about their demands, or fail to recognize and reward those who exemplify a positive, service-oriented attitude.

• Takes proactive steps to ensure employees fully understand their roles, responsibilities, and performance standards/expectations, offering continuous feedback and support as they work to meet those expectations. Engages in regular two-way conversations throughout the year to maintain an up-to-date understanding of expectations, identify performance gaps, and outline actions needed to address those gaps. This approach is in stark contrast to neglecting to clearly communicate expectations, ignoring performance gaps, offering minimal support in overcoming obstacles, and failing to provide consistent, ongoing feedback to employees.

• Acknowledges and assumes responsibility for actions, decisions, and adheres to policies within the scope of the job function and be answerable for resulting consequences. Takes personal responsibility for the quality and timeliness of work, and achieves results.

• Takes proactive steps to ensure branch audits monthly, internal and external are successfully completed and obtain satisfactory results.

Qualifications:

Required:

• Associate degree in Business or at least 3 years of previous Assistant Manager Experience at a financial institution.
• Minimum of 5 years of experience in member service
• Minimum of 3- 5 years of experience in supervisory/ coaching
• Minimum of 3- 5 years of experience in effective decision making
• Teller and MSR II experience, which involves extensive loan knowledge or equivalent combination of education and experience.
• Strong verbal and communication skills
• Saturday hours required

Preferred:

• Bachelor degree in Business

Competencies Required:

• Obtain and / or maintain Notary Commission
• Obtain and / or maintain Signature Guarantee

• Quality of Work and Efficiency - Has established a track record of producing work that is highly accurate, demonstrates attention to detail and reflects well on the organization. Is personally committed to high quality work and encourages others to have similar standards. Look for ways to improve processes to be as efficient as possible when servicing our members.
• Encouraging Accountability - Ensures that employees understand their level of accountability, including what they are responsible to deliver and are expected to undertake. Employees are confident about how much support they will receive when they accept ownership of projects and issues.
• Conflict Resolution - Takes actions that resolve conflicts in a manner that is best for both the organization and the individuals involved. Addresses complaints and problems quickly and effectively, keeps all parties informed of the status of any negotiations required, encourages employees to report problems or concerns and negotiates outcomes that are viewed as fair and even-handed.

Compensation

Salary Range per hour, depending on experience and qualifications

• $28.91 - $43.42

Benefits at MECU Credit Union:

At MECU, we prioritize the well-being and growth of our employees by offering a comprehensive benefits package that includes but not limited to:

• Medical, Dental, and Vision Coverage: Plans are available for both employees and their families to ensure comprehensive health coverage.
• 401(k) Plan with Employer Match: Secure your financial future with our competitive 401(k) plan, including an employer match to help you save more for retirement.
• Company-Paid Insurance: We provide company-paid short-term disability, long-term disability, and life insurance to give you peace of mind.
• Tuition Assistance: Continue your education and professional development with our tuition assistance program.
• Employee Assistance Program (EAP): Access confidential support for personal and professional challenges through our EAP.
• Parking Discounts: Enjoy discounted parking to make commuting easier.
• Long-Term Care Insurance: Prepare for the future with long-term care coverage options.
• Time Off: Take advantage of annual, sick leave, sick and safe leave to recharge and maintain a healthy work-life balance.

Join MECU and enjoy benefits that truly support you and your family.

Physical Demands:

While performing the duties of this position, the successful candidate is regularly required to sit; use hands and fingers to handle objects, tools, keyboards or controls; talk and hear. The employee is occasionally required to stand, walk, reach with hands and arms and stoop or kneel.

Must regularly lift and/or move files and equipment up to 15 pounds and occasionally lift/move up to 25 pound objects. Specific vision characteristics required by this position include close vision, adjust focus, and view a computer screen for extended periods of time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MECU of Baltimore, Inc. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

MECU conducts credit, bond and background checks.