Job description

Brooklyn Coop Federal Credit Union is a community credit union with about 8,000 members and $50 million in assets. We serve neighborhoods of Central and Eastern Brooklyn (including Bushwick, Bedford Stuyvesant, Crown Heights, and East New York) that have been historically marginalized by mainstream financial institutions. Our mission is to provide fair and affordable banking services to these communities, including savings and checking accounts, ATM/debit cards, and a wide range of personal, housing, and business loans.

The Director of Member Services is integral in achieving Bk Coop’s mission to transform our communities. Towards the goal of ensuring that Bk Coop effectively meets the financial services needs of its members, the Director will be technologically fluent in all member-facing channels at Bk Coop from in-person to digital to ATM. They will remain current with new trends or challenges influencing Bk Coop’s ability to serve its members and play a critical role in influencing the credit union’s evolution. Yet they will also be member-facing, passionate about working with individuals across a wide spectrum of economic situations, and capable of trouble-shooting day-by-day member concerns.

The Director of Member Services also trains and supervises the staff of 5 Member Services Representatives (MSRs) who are the first point of contact for people interested to learn what we do, to open an account, or with questions about their existing account. The best person for this position will be pro-active, diligent, and technologically savvy. They are also a motivated, reliable, and friendly team member willing to support the organization as outlined below and in ways that will evolve over time.

ESSENTIAL JOB FUNCTIONS

· Ensure MSR staff have the tools and training to open new accounts including savings, checking, and certificates of deposit, to sign up members for online banking and E-statements, and to make changes to existing accounts.

· Liaison effectively with 3rd-party vendors responsible for Bk Coop’s core banking functions, its ATM/debit card program, its online and mobile banking functions, etc… .

· Coordinate with Bk Coop’s Information Technology staff insofar as many of these tasks have a strong IT component.

· Provide excellent member service by assisting members to resolve grievances that the MSR staff escalate. Communicate effectively and courteously in all situations.

· Monitor the inventory of MSR supplies (including member disclosure booklets, folders, marketing postcards, deposit slips, folders, paper and pens) and ensure this information is up-to-date. Manage and recommend the purchase of equipment and supplies.

· Stay current with operational changes, regulations and required training.

EXPERIENCE and EDUCATIONAL REQUIREMENTS:

Bachelors Degree or higher is preferred.

SKILL REQUIREMENTS:

• Strong emotional intelligence required for supervising the MSR staff as well as working with members
• Familiarity with banking functions both simple and sophisticated.
• Accuracy and attention to detail while solving problems and determining solutions
• Strong written and verbal skills.

Job Type: Full-time

Pay: $65,000.00 - $72,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee assistance program
• Health insurance
• Paid sick time
• Paid time off
• Paid training
• Parental leave

Experience level:

• 4 years

Physical setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

COVID-19 considerations:
All staff are vaccinated and may wear a mask if desired.

Application Question(s):

• Do you have experience in community or economic development? If so, please briefly describe.

Education:

• Bachelor's (Required)

Experience:

• Financial services: 2 years (Required)

Work Location: Multiple Locations

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