Member Experience Manager

Overview

Under the direction of the Regional Manager, the Member Experience Manager II is responsible for providing ongoing coaching support to branch staff and meeting portfolio and production goals established in the Credit Union’s Business Plan through effective team management. 

Key Responsibilities

• Develop and implement strategies to enhance the overall experience of members, ensuring high satisfaction and retention rates.

• Manage and lead a team of member service representatives, providing guidance, training, and support to include conducting effective sales meetings and any other means, to ensure high performance and meet deposit portfolio goals and loan production goals.

• Analyze member feedback and data to identify trends and areas for improvement and implement necessary changes.

• Ensure sound operation of the branch to include risk, security, quality standards, expense control and compliance.

• Collaborate with other departments to ensure seamless and integrated member experience across all touchpoints.

• Develop and maintain relationships with key stakeholders, including members, vendors, and partners.

• Oversee the resolution of complex member issues and complaints, ensuring timely and satisfactory outcomes.

• Create and manage budgets for member experience initiatives, ensuring cost-effectiveness and efficiency.

• Representing the credit union at industry events and networking opportunities to promote our brand and products.

Core Skill Competencies

• Communication: Clear and effective communication skills, both written and verbal.

• Leadership: Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.

• Member Focus: Commitment to delivering exceptional member service and enhancing the member experience.

• Risk Management: Identify and mitigate risks. 

• Regulatory Knowledge: In-depth knowledge of federal, state, and local regulations related to residential lending.

• Technical Proficiency: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.

• Occasional standing, walking, and reaching.

• Occasional lifting of office supplies, up to 30 pounds.

• Travel may be required for meetings, conferences, and other work-related events.

Qualifications

• Bachelor’s degree in business management or related work experience.

• 3 years of managerial experience in the sales and service industry.

• 2 years’ experience in business development is required.

• Able to work a flexible schedule, which includes opening and closing the branch and working evenings and weekends

• Proven track record of two years successful loan origination, sales, member service, compliance and branch operations.

• Experience with productivity planning, budgeting and compliance issues desi...