Responsibilities and Duties:

Member Experience Excellence Lead a member-first culture by ensuring every interaction reflects the credit union's commitment to service excellence, relationship-building, professionalism, and financial well-being. Coach employees to strengthen member relationships through personalized service and proactive problem-solving. Promote consistent delivery of accurate, efficient, and exceptional member service across all branch functions. Leadership and Operational Support Lead, coach, and develop frontline team members to achieve operational, service, and performance goals. Assist in implementing branch initiatives and organizational strategies that support member service excellence and operational effectiveness. Serve as acting branch leader in the absence of the Branch Manager, ensuring continuity of operations and service. Team Development Provide ongoing coaching, performance feedback, and development opportunities for Member Service Representatives while fostering a collaborative and accountable work environment that encourages continuous improvement. Identify employee strengths and development opportunities and support individual growth plans. Ensure employees receive appropriate training on member service standards, operational procedures, compliance requirements, and credit union products and services. Operational Excellence Maintain accountability for cash operations, negotiable instruments, operational controls, and transaction quality. Investigate and resolve operational discrepancies, cash differences, and service issues. Monitor workflows, staffing levels, and branch activity to optimize service levels and operational efficiency. Recommend and implement process improvements that enhance member experience, increase efficiency, and reduce operational risk. Ensure branch facilities, equipment, and resources support a professional, efficient, and welcoming environment. Compliance and Risk Management Ensure compliance with all credit union policies, procedures, internal controls, and applicable federal and state regulations. Maintain branch security, operational integrity, and risk management standards that protect members, employees, and credit union assets. Support audits, examinations, and compliance reviews and ensure timely resolution of identified issues. Perform other duties and special projects as assigned.

Knowledge, Skills and Abilities:

Strong leadership, coaching, employee development, and team-building skills. Demonstrated ability to create exceptional member experiences and build strong member relationships. Knowledge of branch operations, cash management, operational controls, and member service functions. Understanding of financial institution regulations, compliance requirements, and risk management practices. Strong communication, interpersonal, conflict resolution, and problem-solving skills. Ability to analyze operational challenges and implement practical, member-focused solutions. Strong organizational, time management, and decision-making abilities. Ability to effectively manage multiple priorities in a fast-paced environment. Proficiency in Microsoft Office and financial services technology platforms.

Education and Experience:

Bachelor's degree in Business, Finance, Management, or a related field preferred. Minimum three (3) years of experience in branch operations, member services, retail banking, credit union operations, or financial services. Minimum two (2) years of leadership, supervisory, team lead, or employee coaching experience preferred. Experience with branch operations, cash handling, compliance, and operational controls required. Consumer lending and account services experience preferred. Demonstrated commitment to member service excellence and employee development.

Physical Requirements:

Ability to work in a climate-controlled office environment. Frequent standing, walking, reaching, and movement throughout the branch. Ability to lift up to 30 pounds and push or pull up to 50 pounds as needed. Ability to use standard office equipment and technology for extended periods.

CU Hawaii Disclaimer:

This job description outlines the general nature and level of work expected for this role and is not an exhaustive list of all duties or qualifications. Duties may change as the PMO grows and organizational needs evolve.

Pay:

$4,160.00 - $5,546.00 per month

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Referral program Vision insurance Ability to

Commute:

Naalehu, HI 96772 (Required)

Work Location:

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