Share Email Opening Apply Now Title Member Relations Manager- Massena Relationship Center   About the Organization Fully committed to a long term career in banking, and specifically with Northern Credit Union? If so, we are very interested in discussing a great opportunity with you! Over the past several years, Northern Credit Union has been honored to be named one of the Best Companies to Work for in NY and Best Credit Unions to Work for in the United States. We are a people-first, member-owned growing financial institution with 11 Relationship Centers. Each of our Relationship Centers are conveniently located in Jefferson, Lewis, Onondaga and St. Lawrence counties. Northern provides an opportunity enriched career environment for inspired professionals that consistently demonstrate a selfless and unwavering commitment to our culture and the success of our organization! As a premier employer, Northern offers a competitive compensation plan; an enthusiastic, team-oriented environment; exciting growth opportunities; a comprehensive training program; and an outstanding benefits package for FT Northern employees including: medical, dental, vision, life and disability, tuition assistance, paid vacations, an incredibly generous 401(K) plan, employee fitness center and much more!   Description Position Objective: Through Ownership pride, the Member Relationship Manager is leader with a passion and drive to become the Standard of Excellence in providing Fundamental Banking Services. The Member Relationship Manager is responsible for owning the service experience through creating a welcoming and inviting environment with a well-organized focus to ensure our member’s needs are met; as well as develop overall Relationship Center and organizational awareness in the local communities. Essential Job Functions: Strengthens Northern’s people-first culture by providing inspirational leadership that leads to an engaged workforce enabling our organization to be profitable, efficient, and well capitalized by: Providing leadership that progressively builds confidence and inspires team members to constantly challenge boundaries in pursuit of reaching their maximum potential. Engaging team members in establishing department goals and objectives that meet/exceed the needs of our internal owners and Northern’s strategic expectations. Ensuring team members are well equipped and highly efficient in fulfilling their responsibilities. Establishing and communicating clear performance standards and proactively coaching, counseling, and developing the team, ensuring they are effective with delivering outstanding service to internal and external owners. Acts as the role model for the member advocacy philosophy and takes pride in being the “Standard of Excellence” through: Leading, motivating, and participating in relationship center activities and providing outstanding member service by effectively modeling Credit Union service standards and owning the member service experience. Providing friendly, responsive service to all members; as well as cross-selling appropriate products and services to benefit the member. Blending exceptional member service with value-added programs and providing education and guidance for members on the use of Northern’s multiple delivery channels. Handling member inquiries, as well as diffuse escalated member issues. Actively increases overall Relationship Center awareness in the local marketplace and communities through: Proactively participating in community events to increase overall relationship center awareness in the local marketplace. Identifying, establishing, and maintaining professional business relationships with internal and external customers, partners and vendors Regularly conducts local business site visits and participates in local SEG events to build current relationships; as well as seeks opportunities to expand the organization’s relationships with employer groups. Seizing every opportunity to increase multiple-account relationships with members as well as potential members by cross selling and up selling new products and services, up to and including consumer and commercial accounts. Effectively and consistently referring members and non-members to our Home Lending and Northern Financial Services areas for assistance with further expanding their financial relationship and meeting their needs. Regularly conducting or hosting financial seminars and workshops in the local community for local business, organizations, and membership. Effectively oversees and ensures the overall success of Relationship Center personnel and the overall team environment through: Effectively setting and monitoring clear and concise expectations of Relationship Center operations and overall member service; and meeting with personnel and holding them accountable to those expectations. Effectively encouraging individual and group input, listening to ideas, and recognizing behavior and actions that support vision. Leading and participating in Relationship Center and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns; as well as staying current on policies, procedures, and compliance. Providing support by effectively coaching, counseling and developing staff to increase efficiency, enhance productivity and provide a consistent owner atmosphere. Assisting with, performing, and training other staff to perform other department-related transactions proficiently as needed to meet member service needs. Effectively oversees and ensures the overall success of the day to day operations of the Relationship Center through: Continuously researching, developing, and implementing strategies to improve overall operating efficiencies and streamline Relationship Center processes. Proactively identifying areas to increase efficiencies, enhance productivity, and provide a consistent “WOW” atmosphere. Hiring, conducting performance evaluations, handling disciplinary action, and scheduling. Conducting other day to day functions as needed to ensure overall success of the Relationship Center and the team.   Other Job Functions: Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations. Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis. Provides informed, prompt, professional and accurate communication, service and support to all members and internal owners. Participates in Business Development activities developed through team initiatives and as directed by the Member Relationship Manager. Ability and drive to establish and nurture professional business relationships with internal and external members, industry professionals, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs. Achieve and maintain a thorough knowledge of all Credit Union products/services and delivery channels, trends in the Credit Union industry as well as credit union regulations, policies and procedures. Participates in the Credit Union’s future by offering constructive suggestions that may attract new members and/or enhance product penetration. Continually identifies and participates in internal and external educational programs, schools and/or conferences to continually develop greater knowledge and expertise Lending programs and analytics. Takes initiative for personal career development and seeks opportunities to learn new skills. Reports all suspected fraud activity immediately to the appropriate department. Travel will be required. Valid driver’s license and/or reliable and occasional spontaneous transportation is required. Flexible hours including evenings and Saturdays as necessary to meet established goals. Qualifications, Skills and Experience: Two-year degree from accredited college or university with a specialized course of study at a business or trade school is required. Bachelors’ degree preferred. Two to five years’ experience in a similar or related position in addition to one year of progressively responsible leadership experience is required. The position requires confident leadership abilities. This individual will be instrumental in maintaining effective teamwork among both peers and direct reports. The ability to motivate internal owners and build effective relationships is essential. The incumbent must be a persuasive communicator with excellent command of verbal and written presentations. The ability to effectively develop and motivate people in one-on-one and in small group situations is essential. Demonstration of the ability to connect quickly with people in an outgoing, friendly manner is required. A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external members. Proven ability and maturity to handle confidential/sensitive information in a professional manner is required. Ability to complete work quickly and accurately while achieving effective results in a fast-paced environment. Ability to prioritize a wide range of responsibilities, handle multiple tasks and projects accurately and completely while meeting conflicting deadlines. Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends. Must adapt well to new or non-traditional environments and the changing needs of the organization as well as display a commitment to the community, to increasing member engagement and to Northern’s objectives. A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs. Physical Activities and Requirements of this Position: Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: The employee is frequently required to stand and must be able to lift 30 lbs. on occasion. Working Conditions: No hazardous or significantly unpleasant conditions. Mental Activities and Requirements of this position: Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables. Mathematics Ability: Ability to perform basic math skills, use decimals to compute ratios, and percents, and to draw and interpret graphs. Language Ability: Ability to read a variety of books, magazines, instruction manuals, and online resources. Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar. Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses. Compensation: The base pay range for this position is $67,711.90- $88,950.62 annually. Exact offers will be determined based on job-related knowledge, skills, and experience     EOE Statement Northern Credit Union is an Affirmative Action/Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, religion, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, protected veteran status, or any other basis protected by applicable federal, state or local law.   This position is currently accepting applications. 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