Hancock Federal Credit Union · 1 day ago
Member Experience Manager (Branch Manager)
Findlay, OH
Full-time
Onsite
Entry, Mid Level
2+ years expHancock Federal Credit Union is seeking a Member Experience Manager to lead branch teams in providing exceptional member and employee experiences. This role involves driving growth, building community relationships, and overseeing frontline service functions.
BankingFinanceFinancial Services
Responsibilities
Lead the credit union’s business outreach strategy to drive deposit growth and new member relationships
Develop and maintain relationships with local businesses, employers, and community organizations
Identify opportunities to support business accounts, employee benefit relationships, and deposit growth
Participate in networking events, chamber activities, and community functions
Track outreach activity and relationship pipelines to ensure meaningful and measurable growth
Foster a relationship-based culture aligned with credit union values and member needs
Set expectations for consistent, member-focused outreach, referrals, and sales activity across frontline teams
Partner with the Frontline Lead Tellers to ensure staff are trained and confident in recognizing and connecting members with appropriate solutions
Monitor performance and implement strategies to enhance member engagement and service outcomes
Coach, mentor, and develop a high-performing team of Tellers and Member Service Representatives
Ensure frontline staff understand and support outreach and community engagement initiatives
Provide coaching on service standards, performance expectations, and relationship building
Support staffing, training, and development of frontline teams to ensure staff is knowledgeable about products, services, and technology
Provide backup support for new account openings and teller operations as needed
Manage daily staffing workflow, coverage, queue management, breaks/lunches, and assignment of responsibilities
Build and maintain strong relationships with members through consistent, personalized service
Ensure consistent, professional member experience across all outreach and onboarding efforts
Partner with internal departments to deliver seamless service and support to members
Handle account research, corrections, and discrepancy resolution; independently resolve issues within authority and escalate appropriately when needed
Oversee branch operations to ensure efficiency, consistency, and adherence to credit union policies and procedures
Ensure outreach and business development activities comply with credit union policies and regulatory requirements
Support compliance with BSA/AML, OFAC, and account opening standards
Collaborate with Member Service Representatives to ensure a smooth onboarding and support experience for new members
Serve as a visible ambassador for the credit union in the community
Promote the credit union’s mission, values, and products through outreach and partnerships
Support community involvement initiatives aligned with credit union goals
Track and report on outreach activity, deposit growth, referrals, and relationship development
Analyze trends and recommend strategies to strengthen community engagement and member growth
Perform additional responsibilities as assigned
Qualification
Required
Bachelor's or associate degree and minimum of 2 years relevant experience
Company
Hancock Federal Credit Union
Hancock Federal Credit Union provides banking and financial services.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Cathi Kisseberth, CPA
Chief Executive Officer
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