Job Description
Job Description
Manage the administrative and member service activities of the credit union. This includes overseeing and directing the activities of all branch offices and all member touchpoints. Ensure that quality member service is delivered to all members and that all credit union products and services are promoted similarly across all branches.
Duties include, but are not limited to:
Create, or assist in the creation of, policies and procedures for the member service function. Ensure that policies and procedures reflect external rules and regulations and are communicated to and implemented by, all staff.
Respond to technical and operational questions or problems from credit union staff and make appropriate referrals, recommendations, suggestions, etc.
Respond to complex or problematic member questions or problems as appropriate and ensure the highest quality of member service and satisfaction.
Develop a program to cross-sell products across the entire branch network.
Hold periodic member service staff meetings including all branches. Identify areas for improvement, changes in procedures, new developments, or changes in service or products. Keep staff up-to-date on trends and general credit union information.
Ensure consistency of messaging across the entire branch network.
Prepare and disseminate information pertaining to credit union member trends (transactional, communication methods, electronic banking issues, etc.), security issues, regulation changes impacting the area, etc.
Recommend programs and projects beneficial to the credit union and its members as a result of research, trends, member comments, etc.
Responsible for ensuring that all branch and ATM cash operations are in alignment with the credit union's cash management policies and procedures.
Mentoring and training employees ensuring consistency in service delivery across all branches.
Approve member exceptions and authorize service fee refunds to members when deemed necessary.
Handle escalations of teller differences, scheduling issues, etc.
Ensure BSA and AML policies and procedures are followed. Ensure that CTRs and SARs are filed in a timely manner and within compliance.
Coordinate with other departments when necessary to ensure member-related issues are handled in line with policies and procedures.
Other duties as assigned.
Education Requirement:
Minimum 6 years' banking industry experience
Bachelor's degree preferred, business or related discipline, or currently in pursuit of degree completion, or equivalent relevant work experience
MSJR
Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)
Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088\EEOC\KnowYourRights\10\20.pdf)
EEOC GINA Supplement?
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".
The salary range for this role is
$77,700.00 - $122,300.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits .
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Not Applicable
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Required Skills:
Account Management, Business Administration, Client Service Excellence, Corporate Banking Operations, Credit Card Services, Credit Unions, Cross-Team Coordination, Customer Experience Management, Customer Relationship Management (CRM), Customer Service, Data Communication, Financial Analysis, Financial Services Operations, Loan Processing, Policy Implementation, Retail Management, Sales Operations, Supervisory Management, Team Collaboration
Preferred Skills:
Job Posting End Date:
08/21/2025
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
Requisition ID: R360789
