Financial Member Experience Manager I - Branch

Job Description

Job DescriptionPartners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.

For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience.

At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work.

Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way.

Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive.

Join us—and experience what it means to truly love what you do.

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 cast members 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 cast members assigned to this job.

The hiring range for this position in Florida is $56,800 to $85,200 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. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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