Job Description

The Member Relationship Supervisor (MRASUP) is responsible for leading and coaching a team of 10–12 Member Relationship Agents to deliver exceptional member experiences and achieve performance objectives. This role oversees daily operations, ensuring workflows are efficient and compliant with ICCU policies, while fostering a positive and collaborative team culture aligned with ICCU’s core values. The Supervisor provides ongoing coaching and training to team members on lending philosophies, risk assessment, and selling techniques, supporting their professional growth and development. In addition, the MRASUP monitors team performance against key metrics and production goals, analyzes reports to identify trends, and implements strategies for continuous improvement. The position also ensures that all member interactions meet ICCU’s Eagle Service Standards, promptly resolves escalated concerns.

Duties and Responsibilities:

• Team Supervision: Oversee daily operations and provide coaching to ensure team success.
• Member Focus: Help members achieve financial success and ensure exceptional service experiences.
• Core Values: Promote and demonstrate ICCU’s core values in all responsibilities.
• Team Culture: Foster an energetic and positive team environment aligned with ICCU’s goals.
• Member Interaction: Ensure member interactions meet ICCU’s service standards and expectations.
• Performance Goals: Manage team performance to meet insurance penetration and production objectives.
• Training: Train team members on credit union lending philosophies, risk assessment, and cross-selling.
• Reporting: Analyze reports to identify improvement areas and recommend solutions.
• Coaching: Conduct regular one-on-one meetings to review progress and support career development.
• NPS Follow-Up: Ensure timely follow-up on Net Promoter Score feedback.
• Escalation Management: Address escalated member loan or department issues as needed.
• Recruitment and Recognition: Assist with hiring and recognize team achievements.
• Culture and Incentives: Provide support in CultureView, ISS plans, and incentive approvals.
• Other Duties: Complete additional projects and responsibilities as assigned.

Qualifications:

Bachelor's degree or equivalent experience, with two years of lending experience preferred. They must demonstrate strong decision-making abilities, excellent communication, and interpersonal skills, along with the capacity to handle pressured situations effectively. A solid understanding of general lending policies, federal regulations, and Credit Union goals and objectives is essential. Additionally, maintaining confidentiality of Credit Union and member records at all times is required.

Performance Standard:

Must be able to achieve minimum sales expectations established by the Chief Lending Officer. Be professional and courteous in manner, while focused on quality, and quantity of work performed. Be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

This role offers benefits, including:

• Competitive Pay
• Medical, Dental, & Vision Insurance
• Generous Paid Time Off
• 11 Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• Business Discounts
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.