Float Member Experience Manager

Overview

Under the direction of the Senior Vice President of Retail operations, the Float Member Experience Manager provides leadership and front-line coverage across multiple branches, with a focus on operational excellence, scheduling, coverage, and sales support. The Float Manager manages and supports Float Member Service Associates, coordinates coverage based on branch needs, and partners with branch leadership to support tellers and member service associates. In addition to supervising float staff, the Manager personally provides on-site leadership and performs the full scope of MSA I, II, or III responsibilities (teller and platform) to support member service, sales, and referral goals across locations, requiring strong leadership, adaptability, communication skills, and the ability to manage multiple priorities.

Key Responsibilities

Branch Operations, Coverage, and Team Support

• Oversee daily branch operations at the teller line and platform in branches where coverage is assigned, ensuring smooth workflow, accuracy, and adherence to operational standards while on-site.
• Supervise, mentor, and support Float Member Service Associates and branch staff while providing coverage, offering real-time coaching on teller and platform processes, systems, and procedures.
• Ensure sales referrals meet quality standards by confirming employees follow the referral process, document member needs, enter detailed referrals, review activity reports, and address issues with staff.
• Support branch sales, service, and referral goals by engaging members in needs-based conversations when assisting them, role-modeling expected behaviors, and reinforcing referral and service expectations with the team while on-site.
• Support both teller and platform staff with transactions, opening accounts, and processing loan origination and closings.
• Perform MSA duties as needed to maintain branch coverage and meet sales goals.
• Oversee daily balancing, transaction accuracy, and documentation for float staff and personal coverage to reduce errors and operational risk.
• Handle escalated operational member issues in branches where coverage is provided and deliver timely, professional resolutions.
• Ensure adherence to policies, procedures, security standards, and regulatory requirements in all branches supported.
• Perform or support audits and branch assessments where float coverage is assigned and assist with implementation of corrective actions.
• Provide leadership coverage in branches without on-site leadership, within delegated authority, ensuring continuity of branch operations, service, sales support, and team coaching.

Float Pool Management and Scheduling

• Manage the Float Member Service Associate schedule to provide effective staffing coverage across multiple retail locations.
• Develop and execute workforce deployment strategies that optimize staffing resources, member experience, operational effectiveness, and achievement of retail sales objectives.
• Coordinate with branch leadership to understand staffing gaps and peak-volume periods and assign float staff accordingly.
• Communicate clearly with float staff and branch leaders regarding assignments, expectations, schedules, and changes.
• Promote a positive, flexible, and professional float culture that adapts to changing environments while maintaining high service, sales support, and operational quality.

Performance and Quality

• Responsible for the full performance management cycle for Float Member Service Associates, including performance evaluations, development planning, succession planning, recognition, and corrective action recommendations
• Participate in interviewing and selection of Float Member Service Associates.
• Accountable for achievement of Float Member Service Associate share growth, loan production, referral, and member relationship goals across all supported branches. Monitor production trends and implement coaching strategies to achieve established performance objectives
• Conduct regular visits to branches supported by float staff to observe performance, provide in-the-moment coaching, and ensure consistent execution of operational, service, sales support, and referral standards.
• Identify areas for process enhancement across supported branches and partner with branch and regional leadership to implement solutions that improve operational efficiency and member experience.
• Analyze staffing utilization, share growth, loan production, referral conversion, and service metrics to identify trends and implement solutions to improve performance across supported locations.

Retail Network Leadership

• Partner with Regional Managers, Member Experience Managers, and Retail Leadership to identify performance opportunities, workforce challenges, and operational risks while implementing solutions that drive consistent production and service outcomes throughout the retail network.

Core Skill Competencies

• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey information at various levels of the organization.
• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
• Team Performance: Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to identify issues, develop solutions, and make informed decisions.
• Risk Management: Identify and mitigate risks for the CU.
• Regulatory Knowledge: In-depth knowledge of federal, state, and local regulations related to residential lending.
• Compliance: Knowledge of financial regulations and standards.
• Budget Management: Experience in budgeting and financial management, with the ability to manage and optimize resources.
• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Business Acumen: Ability to analyze production trends, establish performance expectations, and drive achievement of share, loan, and referral goals.
• Strategic Workforce Leadership: Ability to align workforce resources with organizational objectives while balancing operational, service, and production needs.

Physical Demands

• Prolonged periods sitting at a desk and working on a computer.
• Occasional lifting of office supplies, up to 30 pounds.
• Travel is required

Qualifications

• Minimum 4 years of progressive experience in branch operations, including at least 2 years in a lead or supervisory capacity with demonstrated success leading teams accountable for sales, loan production, relationship growth and referral objectives.
• Associate's degree or equivalent work experience required.
• Strong understanding of both teller and platform functions, including complex transactions, account structures, and error resolution.
• Experience in leading teams in a goal-oriented environment with direct accountability for sales, loam production, share growth and referral performance. Demonstrated ability to coach and develop employees to full operational proficiency and to maintain high referral quality and completion.
• Experience supporting audits, operational reviews, or corrective action plans.
• Flexible schedules, including evenings and weekends, based on branch needs and float coverage needs.
• Strong judgment, attention to detail, accuracy, and problem-solving skills.
• Professional presence and effective communication skills with both members and employees.

Role Scope

• Oversee the Float Member Service Associate team supporting multiple branch locations throughout the retail network.
• Accountable for achievement of Float Team production goals, including share growth, loan production, and referral performance.
• Influences operational consistency, staffing effectiveness, member experience, and sales execution across all supported locations.
• Serves as acting leadership coverage within delegated authority for branches experiencing temporary leadership gaps.