Director of Member Optimization

University of Illinois Community Credit Union•Champaign, IL

1d•$69,266 - $69,266•Onsite

About The Position

The Director of Member Experience Optimization is responsible for resolving complex member issues, overseeing fraud resolution, and driving continuous improvement across member experience operations. This role focuses on eliminating systemic service and fraud-related issues, improving resolution outcomes, and ensuring scalable, member-centric service experiences. The Director also provides oversight of on-the-job training and frontline enablement, ensuring employees are equipped with the knowledge to perform their job. Partnering closely with Member Experience teams, the Director balances member advocacy, operational efficiency, and risk management. The Director must be energetic, motivated and passionate about creating loyal members and is responsible for fostering a positive and inclusive workplace culture, while driving employee growth and development.

Requirements

Three to Five years of similar or related experience.
A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).
Work involves extensive personal contact with others and is of a personal or sensitive nature.
Motivating, influencing, and/or training others is key at this level.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Responsibilities

Model exceptional service to both internal and external members and demonstrate a strong commitment to the organization's Do More Good culture by leading by example, fostering a positive work environment, and promoting our core values in all interactions.
Oversee daily operations, manage team performance, and ensure alignment with organizational scorecard and priorities by setting and holding staff accountable to clear goals, providing regular feedback, and facilitating effective communication.
Conduct regular performance evaluations, provide constructive feedback, and manage performance modifications in accordance with UICCU policies to ensure accountability and continuous improvement.
Build and lead high-performing teams focused on problem resolution, fraud oversight, optimization, and frontline enablement.
Lead resolution of complex, high-impact, and executive referred member issues, including fraud claims, disputes, and escalations.
Oversee fraud resolution processes to ensure timely, compliant, and empathetic outcomes.
Drive root cause analysis of recurring service and fraud issues and translate insights into sustainable improvements.
Identify and execute optimization initiatives to improve resolutions, reduce repeat errors or concerns, and streamline workflows.
Provide management and oversight of on-the-job training, partnering management to align training with departmental needs.