Position Title:  Manager – Member Center

Reporting Manager Title: SVP – Operations

FLSA Status: Exempt

Work Arrangement: Hybrid - General

Date Created: 8/2025

Date Revised:

Created By: Nikki Owens

Position Summary:

Member Center Managers will be responsible for having all center associates report directly to them and include a more detailed job description update to show enhanced behavioral needs.

Senior Member Center Managers hold the same daily responsibilities as Member Center Managers but are experts in their field. A Senior Member Center Manager consistently exceeds production goals, member service standards and acts as a productive business partner for other TDECU lines of business. A Senior Member Center Manager also serves as an expert in leadership, project management, training and makes these contributions on a Retail level.

Essential Duties, Responsibilities, and Deliverables:

• Ensures a positive member experience is delivered in the branch by leading and developing employees, monitoring service standards and resolving concerns/problems.
• Promotes operational excellence of department by adhering to audit/compliance schedules, minimizing loss and maximizing accuracy of employees’ work.
• Engages frontline talent to put forth their best effort everyday for our members. This includes coaching sessions, observations, development planning and feedback.
• Responsible for the overall growth of members and deepening existing member relationships within the branch’s community.
• Partners with and builds relationships with other lines of business at TDECU to provide members a holistic “one stop shop” solution for their financial needs.
• Adapts to changing consumer demands by adopting online/mobile solutions, educating members on these solutions, and learning and growing to ensure self and team are financial experts.
• Performs other duties in response to organization, member and/or team needs. This includes but is not limited to engaging members in lobby, opening new accounts and loans, and serving on organizational committees as assigned.

Minimum Qualifications:

Education: 4-year degree in Business Management or equivalent in work experience

Certifications:

N/A

Experience:

• 2 years management experience with direct reports including coaching and scheduling

Knowledge, Skills, and Abilities:

• Ability to effectively coach and develop individuals with varying levels of experience. Ability to leverage influence to garner results from colleagues and indirect reports.
• Skilled at building relationships and networks within and outside of the organization to support organizational goals.
• Skilled at developing and maintaining a culture of results where accountability drives individual and team results.
• Skilled at creating and supporting a culture of adaptability.
• Strong attention to detail even when working with numbers and names in a fast-paced environment. Ability to document numbers and words without error. Ability to review guides and follow step-by-step processes without error.
• Ability to demonstrate strong interpersonal communication such as courtesy, tact, and diplomacy
• Demonstrates and coaches’ job-required skills and behaviors for newer team members. Serves as a Role Model to team members.
• Innate ability to demonstrate proactive and positive attitude toward members, supervisors, co-workers and the credit union. Maintains a positive service approach with Members through challenging situations.
• Strong oral and written communication skills; ability to speak and write clearly and effectively
• Dedication to meeting the expectations and requirements of internal and external members
• Ability to effectively prioritize tasks to use time efficiently and to attend to a broad range of activities. Planning and Organization skills.
• Ability to generate new and unique ideas as solutions to operational or member service issues, and develop non-traditional ways of doing business
• Must be able to operate a ten key calculator and computer keyboard by touch
• Availability to work with the Credit Union’s core business hours. Saturday hours are required in this role.
• Ability to troubleshoot smartphones, tablets, PCs and to assist members with online   banking/mobile banking with completion of TDECU training
• Demonstrated ability to understand and resolve problems to satisfy a customer/Member.
• Ability to use feedback for continuous improvement and development. Skilled at leveling-up ideas, issues and challenges for Management insight and remediation.
• Proactively identifies members banking issues and needs through conversations and active listening.
• Serves as a resource to members, prospective members, and employees
• Provides world class, REAL Service

Physical Demands and Work Environment:

• (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.)
• While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.
• The noise level in the work environment is usually moderate.
• Our company offers a dynamic hybrid work arrangement, which requires three days’ on-site work.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.