Credit Union Member Relations Manager

Member Relations Manager

We are currently seeking a Member Relations Manager for our Chicago-Loop (Monroe Street) office to oversee the Member Relations Department, its staff, contact center, service delivery channels, and teller operations at the Main Office.

Our credit union membership base consists of ComEd/Exelon, Constellation, Northwestern Medicine, and Northwestern University employees and students, as well as a 14-county community charter including Evanston and Rockford.

Primary responsibilities include:

• Provide effective and excellent member service to credit union members and guests.
• Assist with existing transaction, loan, and savings accounts, as well as other product lines offered.
• Assist members with servicing-related needs, including but not limited to: account reconciliation/research, check copies, check orders, mobile/online banking, statements, stop payment requests, etc.
• Manage shared branching administration and controls.
• Oversee the Member Relations Automatic Call Distribution (ACD) Workgroup.
• Supervise the digital member engagement platform, including the chatbot and live chat.
• Coordinate the mobile/remote deposit service for membership.
• Coordinate the BSA/FinCEN/OFAC programs and work with branch managers to ensure compliance.
• Manage the Signature Guarantee/Medallion Stamp process for all locations.
• Responsible for account administration in the core data processor, including address changes, closing accounts, name changes, power of attorney, and trust requests.
• Monitor staff processing of deceased accounts.
• Coordinate the annual dormant/escheat process.
• Oversee the member check printing program.
• Lead staff in the handling of subpoenas, garnishments, levies, and citations.
• Coordinate Individual Retirement Account (IRA) program account administration and management.
• Explain financial products and services to members, evaluating their needs, and recommending the credit union's best available options.
• Evaluate/review your staff's performance, including providing performance feedback and coaching.
• Maintain departmental procedures.
• Assist in auditing and reporting functions.
• Multi-task and receive and assign or complete work through a variety of channels, including online, telephone, in-person, mail, fax, etc.
• Perform Teller responsibilities as required.
• Maintain a solid understanding of products and services, operational procedures, and departmental innerworkings.

Qualifications include:

• Bachelor's degree.
• 3+ years of experience in banking, credit union, or financial services.
• Solid computer, analytical, math, and communication skills.
• Management experience is preferred.
• Bilingual (English/Spanish) is a plus

• Office address:• First Northern Credit Union• 230 W. Monroe St. Ste. 2850• Chicago, IL 60606(on Franklin between Monroe & Madison)

Typical work schedule: In-person, Monday through Friday, 7:45 a.m. to 4:45 p.m.

Compensation:

• $75,100 - $79,815 per year
• Full-time, 40 hours per week
• First Northern offers a generous benefits package including medical, dental and vision insurance; free life & disability plans; 401(k) with company match after 1 year of employment.

Please be advised that First Northern Credit Union conducts background and credit checks for all positions.

If you are interested in this employment opportunity, please apply through the online link provided through this Web site.

EOEDrug-Free Work EnvironmentM/F/D/V