The Member Experience Manager is a multi-function leadership position responsible for overseeing all aspects of branch operations, sales, member service, audit, and financial performance. This role primarily supervises the Teller line and collaborates closely with the Branch Manager to ensure efficient lobby operations and delivery of high-quality service to our Members. This position supports day-to-day leadership, training, performance management, and execution of policies and procedures, all while fostering a service-oriented, consultative environment that promotes member satisfaction and business growth.

Essential Responsibilities:

• Ensure all operational and sales functions are correctly performed per policy, including audit and security procedures.
• Act as a backup to the Branch Manager as needed.
• Lead by example through consultative sales techniques and personal achievement of sales goals.
• Answer teller questions, solve problems, and support complex transactions or member concerns.
• Manage teller scheduling and coverage through Coconut Branch Scheduling and regional Saturday rotations.
• Balance vault and oversee cash orders, shipments, and use of Cash Dispense Machines (TCRs/ITMs).
• Approve high-dollar transactions, including check holds, wires, and negotiables outside advisor limits.
• Drive lead generation and referral development to uncover financial opportunities for Members.
• Resolve escalated member requests promptly and accurately.
• Ensure advisors actively cross-sell credit union products (e.g., PLP, GAP, MBI).
• Coach, train, and develop cast members using tools such as Success Maps, Playbooks, and GAIN/ARCH models.
• Collaborate with Performance and Development Coaches to support retail strategy execution.

Additional Responsibilities:

• Complete opening and closing operations, including alarms and vault duties.
• Accurately complete the Internal Verification Process (IVP) as assigned.
• Communicate any process or branch-related issues effectively to the Branch Manager.

KNOWLEDGE & SKILLS

Minimum Education Required to Perform Job:
High School Diploma or GED

Minimum Years of Relevant Work Experience Required to Perform Job Upon Hire:
2 to 5 years

Specific Experience Required:

• Experience using a Check Imaging System
• Experience using Episys
• Experience using Synapsys
• Experience using Verafin

Certifications or Licenses Required:
Notary, Medallion, NMLS

Other Training, Technical Skills, or Knowledge Required:
Proficiency in Microsoft Office suite

Other Measurable Abilities Required:

• Excellent Member Service, verbal, and written communication skills
• Ability to take initiative, work in a team, and resolve conflicts
• Exceptional decision-making and problem-solving skills

Shift Work:
Shift work including weekends; hours may fall outside of a standard 8-5 schedule to support branch hours.

SCOPE OF JOB

Discretion/Latitude:
Requires moderate supervision. Ability to carry out detailed instructions and resolve problems involving a limited number of variables.

Supervisory Scope:

• Provides training, coaching, and performance oversight to cast members.
• Assists in tracking employee progress and contributes to performance reviews and appraisals.

Physical Demands & Environmental/Working Conditions:
This position requires the ability to:

• Move in various positions to complete tasks in tight spaces
• Sit or stand for prolonged periods
• Lift or adjust objects up to 15 pounds
• Perform repetitive motions using hands/fingers
• Make small hand/finger movements (e.g., typing)
• Communicate clearly and quickly
• Hear and process average conversations
• Inspect documents and operate office equipment with standard visual acuity

Disclaimer
The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The hiring range for this position in California is $70,304 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

This role may also be eligible for additional compensation such as a bonus or long-term incentive units.

Most roles at Partners are also eligible for our Annual Incentive Plan (AIP), which rewards employees for individual contributions and our collective success. While AIP is not guaranteed, it reflects our commitment to recognizing meaningful impact and shared results.

Partners offers a comprehensive benefits package that includes medical, dental, vision, retirement benefits, paid time off, and other employee programs that support well-being and growth.

To learn more about our benefits visit: https://jobs.disneycareers.com/benefits.