Job Description
Job Description
Theory Federal Credit Union is a full-service financial institution, dedicated to serving its membership, local school districts, and creating positive impact within our community. Our core mission is financial literacy and education, and our promise is to Educate, Empower, and Enrich lives.
This position is for a Full Time Member Services Manager located at our Painesville Branch. This is a salary position, set to 5 days per week and 35 hours per week.
Branch Address:
1595 Mentor Ave, Painesville, OH 44077
Required Availability:
- Monday, Tuesday, Thursday: 9:45 AM – 5:15 PM
- Wednesday: 1:45 PM – 6:15 PM (every 3rd Wednesday off)
- Friday: 9:45 AM – 6:15 PM
- Saturday: 8:45 AM - 12:15 PM (only on weeks when Wednesday is off)
Theory Federal Credit Union is an equal opportunity employer.
All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Conditions to Employment at a Federally Insured Financial Institution:
Employment is contingent on the applicant's ability to pass a background check.
Frontline Staff Management
- Serve as direct manager to frontline staff.
- Foster a team culture built on shared enthusiasm for learning and alignment around common goals.
- Coordinate staff schedules to ensure consistent full-service coverage throughout all operating hours.
- Monitor and record employee absences and time-off requests.
- Provide performance feedback for annual reviews and implement corrective action measures to support staff accountability.
- Utilize a subscribed training platform to develop and maintain a teller training calendar to ensure ongoing staff development.
- Serve as primary resource for teller inquiries, providing guidance and support on procedures and policies.
- Manage login access for all teller programs, ensuring every staff member has the necessary credentials and permissions to effectively use essential systems required for their role.
Cash Handling & Transaction Oversight
- Approve cash-out transactions that exceed teller limits.
- Conduct monthly surprise audits of teller drawers.
- Perform end-of-day cash drawer audits in response to teller balancing discrepancies.
- Run a teller drawer daily to back up the front line.
- Balance cash drawer accurately at the end of each day.
- Process financial transactions including cashier’s checks, money orders, wire transfers, and ACH originations; assist members with account maintenance and respond to a wide range of service requests.
Member Services & Support
- Greet members in a friendly, professional manner and assist with account inquiries.
- Open and close personal checking, savings, CDs, and other deposit accounts.
- Educate members on credit union products, services, and digital tools.
- Assist members with online banking, mobile app use, and login support.
- Resolve member concerns and issues promptly and effectively.
- Promote and cross-sell products and services based on member needs.
- Develop a knowledge base of service request requirements.
- Use eSign and texting services to complete service requests requiring signatures from non-present members.
Card Servicing & File Processing Support
- Manage Card Operations: Order new debit and credit cards, perform card maintenance tasks, and respond to card-related inquiries to ensure seamless customer service.
- Transaction & Dispute Handling: File and track cardholder disputes, process ACH rejections and rejected checks, ensuring timely resolution and compliance with financial regulations.
- File Management & Processor Coordination: Create and transmit daily operational files to the card processor.
Lending Support
- Respond to loan inquiries and gather member information to initiate applications for personal, auto, or credit card loans.
- Forward loan application details to a loan officer for follow-up.
Compliance & Security
- Follow all credit union policies, procedures, and federal regulations (e.g., BSA/AML, OFAC, CIP).
- Identify and report suspicious activity in accordance with regulatory requirements.
- Maintain confidentiality of member information at all times.
- Participate in ongoing training and compliance reviews.
Teamwork & Administration
- Support overall credit union operations and goals.
- Assist with daily opening and closing procedures.
- Maintain organized and accurate member records and documentation.
- Participate in community outreach or promotional events as needed.
Qualifications:
- Has friendly, outgoing, and compassionate personality (required)
- Intermediate Computer Skills: ability to work with Microsoft Office including Excel (minimally) and Outlook. Work with digital documents (Print, edit, fill out, upload and download). Maintain logins for multiple web-based platforms. (required)
- Detailed and accurate completion of transactions and service requests. (required)
- Ability to adapt to platform updates and changes. (required)
- Project Management: Ability to manage, organize, and track work completed and outstanding for long term branch objectives. (required)
Experience:
- Customer service experience (required 5+ Years)
- Banking/Credit Union experience (required 5+ Years)
- Management experience (preferred)
Education:
- High school or equivalent (Required)
Company's website:
Job Type: Full-Time / Salary
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Company DescriptionTheory Federal Credit Union is a full-service financial institution, dedicated to serving its membership, local school districts, and creating positive impact within our community. Our core mission is financial literacy and education, and our promise is to Educate, Empower, and Enrich lives.
Company Description
Theory Federal Credit Union is a full-service financial institution, dedicated to serving its membership, local school districts, and creating positive impact within our community. Our core mission is financial literacy and education, and our promise is to Educate, Empower, and Enrich lives.