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Assistant Manager, Member Experience

Community First, a division of Your Neighbourhood Credit Union (Sault Ste. Marie)

At Community First, a division of YNCU, you'll find all the things you'd expect from a bank, plus a few you didn't!   We’re a straight-talking financial partner who understands the real trials and financial realities of our members' lives today. We’re the kind of partner who would rather use our profits to fuel local growth than let them leave the communities we belong to. We’re the kind of ally that kicks ‘cookie cutter’ solutions to the curb to lay out personalized solutions that actually meet your needs. We’re all about being a good neighbour.

We are currently seeking a dynamic and energetic individual who is driven and passionate about financial services for our Assistant Manager, Member Experience position, a full-time opportunity, in our Sault Ste. Marie, Ontario location, to become part our Neighbourhood!  

Here’s just a few things that you can expect from us;

  • Competitive salary and incentives
  • Generous pension programs
  • Everyday banking perks
  • Ongoing learning and development opportunities

The Assistant Manager, Member Experience reporting to the Branch Manager, is responsible to support a member-centric branch environment that fosters a positive member experience.  This position leads our front line sales team to meet branch business targets, provide coaching, guidance and ensure a commitment to service excellence.  The Assistant Manager, Member Experience will be able to identify key strategic opportunities and build long-term business relationships, including prospecting, business development and team planning. This position is the go-to for the Branch Manager with day to day running of the branch and supports networking and business development opportunities. 


  • Provide hands-on leadership to a team of member services professionals including coaching, guiding and driving performance objectives 
  • Effectively coach your team on having great member conversations while promoting the use of digital multi-channel banking 
  • Develop your team to meet and exceed member loyalty, growth and engagement objectives and adhere to internal practices and processes 
  • Lead your team to meet branch business targets giving you an opportunity to grow 
  • Identify key strategic opportunities to grow our business and build long-term business relationships, including prospecting, business development and team planning 
  • Plan, document and execute complete end-to-end opportunity lifecycle, from qualification to negotiation and closing 
  • Tracking sales results and coaching employees on sales and service requirements 
  • Participating in community activities, networking opportunities and encouraging employee involvement 
  • Manages direct reports including: recruitment, retention, development of individual objectives, ongoing performance management 
  • Proactively coaches (through group and one-on-one sessions) and develops employees to assist them in achieving career success and growth 
  • Provides development opportunities for staff through various sources including branch learning sessions, internal and external training, and education courses. Ensures each employee has a learning plan in place 
  • Maintains a thorough knowledge of YNCU’s products, services, policies and procedures as it pertains to member service operations 
  • Ensures adequate staff coverage to meet business requirements and manages vacation and other time off requests
  • Resolves more complex member issues or complaints; refers issues to Branch Manager as appropriate 
  • Acts in the capacity of Branch Manager during their absence ensuring continued success in sales and service activities 
  • Performs other duties as required 


  • Post-secondary degree or diploma or an equivalent combination of education and experience 
  • 8-10 years of related practical experience with at least 3-4 years in a managerial capacity 
  • Strong knowledge of financial services industry 
  • Understanding of compliance requirements 
  • Must have a valid Ontario driver's license and reliable available vehicle 
  • Must be Bondable 


  • Computer literacy including a working knowledge of, but not limited to, Excel and MS Office 
  • Well-developed writing skills sufficient to prepare material involving interpretation, analysis, assessment and reports 
  • Strong planning, organizational and time management skills 
  • Excellent interpersonal and communication skills 
  • Superior customer service ability 
  • Self-motivated, resourceful and flexible 
  • Demonstrated analytical skills 
  • Ability to effectively problem solve 
  • Ability to build relationships within department and across YNCU 
  • Ability to work well independently and as a team member 
  • Ability to embrace and manage change 
  • Ability to maintain confidentiality of sensitive and proprietary information 

Thank you for your interest in this position.  Only those candidates selected to continue in our selection process will be contacted. Community First, a division of YNCU will provide accommodations for persons with disabilities, where needed, to support their participation in our recruitment process. Please contact Human Resources at 

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