Assistant Manager, Member Services

The Assistant Manager, Member Services supports the day-to-day management of the Member Services Department and supervises the Member Services team. Operating within the Credit Union’s policy framework, the post holder promotes exceptional member service, supports the delivery and sales of products and services, and ensures that information is handled with discretion and strict confidentiality. This is an opportunity for an experienced financial-services professional to lead a frontline team, strengthen operational controls, and help deliver a consistently high standard of service to Credit Union members.

PRINCIPAL ACCOUNTABILITIES

• Delivers exceptional service to internal and external members in person, by telephone, online and by email. Responds to enquiries accurately, professionally and within established service standards, while ensuring that all activities and transactions comply with Credit Union policies and procedures and applicable Cayman Islands laws and regulations.
• Demonstrates strong support for the Credit Union’s operating principles and contributes to the achievement of departmental and organizational goals.
• Oversees ATM balancing, PIN administration and cash replenishment, and issues ATM cards as required. Ensures that these activities are completed accurately and efficiently, with minimal disruption to ATM services.
• Assists in the recruitment and retention of highly motivated, well trained staff through effective employee relations, ensuring adequate staffing for Member Services functions.
• Supervises, trains, coaches and develops Member Services Representatives, Senior Member Services Officers and Member Services Officers, strengthening both technical capability and interpersonal effectiveness across the team.
• Establishes individual and departmental performance goals for Member Services staff, monitors progress, provides timely feedback and motivates the team to meet or exceed agreed targets.
• Oversees opening and closing procedures, including the end-of-day balancing completed by Member Services staff, and ensures that discrepancies are identified and escalated promptly.
• Maintains awareness of relevant industry trends and recommends practical improvements to products, services and processes that enhance the member experience.
• Monitors departmental financial activities by conducting surprise audits of Member Services Representatives, reviewing control and operational reports, and managing cash levels within approved limits.
• Maintains a visible presence in the member service area, welcomes members, monitors service flow and provides assistance when required to support a positive member experience.
• Issues online banking passwords in accordance with established identity-verification, security and authorization procedures.

QUALIFICATIONS & EXPERIENCE

• Associates Degree or higher, majoring in Finance, Banking, Management or Business is preferred;
• ACAMS or similar certification;
• At least 5 years of banking experience and 3 years of supervisory experience in a financial institution;
• AML and Data Protection knowledge/experience.

SKILLS/ATTRIBUTES

• Excellent communication and public relations abilities.
• Strong trouble-shooting and problem-solving skills.
• Strong relationship management skills and an ability to listen/work well with all types of people;
• Understands business process and organizational needs in terms of people needs;
• Ability to interpret and apply laws and regulations affecting the Member Services function of the Organization.
• Ability to provide guidance and counseling to Members and Managers
• Ability to train and supervise others.
• Excellent research and analytical skills
• Ability to bring integrity and impartiality to all tasks and observe strict confidentiality, while exercising discretion and courtesy.
• Thorough understanding of lending service practices.
• Computer literacy including Word Processing, Spreadsheet application and PowerPoint Presentations are essential.
• Good organizational skills and an ability to work on own initiative and under pressure.

Credit Union offers an excellent remuneration package including a discretionary performance-based bonus, Pension and Health Insurance. Employees also participate as members in annual members dividends. TO APPLY: Interested applicants who meet the above qualifications may submit their cover letter and resume to Human Resources via our Careers Page at: https://cicsacu.bamboohr.com/careers. APPLICATION DEADLINE: 6 November 2026