Floating Assistant Member Service Manager
Company: Spectra Credit Union
Location: Washington, DC - Alexandria, VA - Waldorf, MD
Are you a versatile leader who thrives in dynamic environments, enjoys developing employees, and is passionate about delivering exceptional member experiences? If so, Spectra Credit Union is looking for a collaborative and adaptable Floating Assistant Member Service Manager to join our Retail leadership team.
Position Overview
The Floating Assistant Member Service Manager assists the Director of Retail and the Retail Management team in leading daily operations, employee development, member service delivery, and production goals throughout the credit union. This position provides leadership support across all branch locations and the Communication Center to ensure staffing continuity, operational excellence, member satisfaction, and achievement of organizational objectives. When not assigned to another location, the Floating Assistant Member Service Manager will be based at the Lab Branch.
The ideal candidate is a flexible and service-driven leader who excels at coaching employees, building strong member relationships, and adapting quickly to meet the needs of different teams and locations across the organization.
What qualities are we looking for in a Floating Assistant Member Service Manager?
- Member-Focused
- Strong Leader and Coach
- Relationship Builder
- Adaptable and Flexible
- Results Driven
- Effective Communicator
- Team-Oriented Collaborator
- Strategic Problem Solver
- Organized and detail-oriented
- Positive and Professional
- Decision Maker
- Continuous Improvement Mindset
The position's essential duties include the following:
- Provide leadership coverage for branch and Communication Center vacancies, leaves, training periods, and special projects.
- Direct, coach, develop, and motivate branch and Communication Center employees.
- Assist with employee coaching, performance management, training, and development.
- Conduct team huddles and meetings to communicate goals, operational updates, new products, procedures, and organizational initiatives.
- Identify training opportunities and support cross-training efforts among employees.
- Promote exceptional member service across all channels, including in-person, phone, email, chat, and digital interactions.
- Assist managers in implementing service and sales strategies that support membership growth, loan growth, and member retention.
- Monitor member interactions and provide coaching to strengthen service excellence and relationship-building skills.
- Resolve escalated member concerns and ensure positive outcomes.
- Support daily branch and Communication Center operations to maintain service, productivity, quality, and growth goals.
- Assist with staffing adjustments, workflow management, queue management, and resource allocation.
- Review operational reports and performance metrics to identify trends and opportunities for improvement.
- Underwrite loans within assigned authority levels and provide guidance on lending decisions.
- Ensure adherence to policies, procedures, regulatory requirements, security standards, and operational controls.
- Serve as acting leader during manager absences or vacancies.
- Quickly adapt to the operational needs, culture, and staffing requirements of different locations.
- Assist with implementing new products, services, technologies, and organizational initiatives.
- Support organizational consistency by reinforcing policies, procedures, service standards, and leadership expectations across all service channels.
- Participate in special projects and strategic initiatives as assigned.
- Comply with applicable laws and regulations, including but not limited to the Bank Secrecy Act, USA PATRIOT Act, Office of Foreign Assets Control, and SAFE Act requirements.
Education & Experience
- An associate degree or completion of a specialized course of study at a business or trade school is required. Equivalent experience may be considered.
- Three to five years of progressive financial institution experience.
- Experience in branch operations, member service, lending, contact center operations, or supervisory responsibilities.
- Strong leadership, coaching, and employee development skills.
- Consumer lending and underwriting knowledge.
- Knowledge of branch and contact center operations.
- Strong sales, service, and relationship-building abilities.
- Demonstrated decision-making and problem-solving skills.
- Ability to analyze operational and performance metrics to drive improvements.
- Proficiency with core processing systems, contact center platforms, CRM tools, and Microsoft Office applications.
Why Join Spectra Credit Union?
At Spectra Credit Union, we believe our employees are our greatest asset. As the Floating Assistant Member Service Manager, you'll have the unique opportunity to support multiple teams, develop employees across the organization, and make a direct impact on the member experience while helping drive operational success.
Are you ready to build a more vibrant future? This is more than a job; it's an opportunity to lead, inspire, and make a meaningful impact across the credit union every day.