Director of Member Sales & Service

UW Credit Union•Madison, WI

About The Position

UW Credit Union is hiring a Director of Member Sales & Service to join its team! This position is responsible for the achievement of sales, service, and member satisfaction goals through management of UW Credit Union’s campus and community branches. The Director of Member Sales & Service will focus on creating, enhancing, and reinforcing the competencies necessary to deliver upon our UW Credit Union brand and member value proposition. This individual is accountable to remain aware of industry trends and best practices while leading a high-performance retail sales and service staff focused on member relationship management and growth, member loyalty and retention, the member experience, and member education. As a natural motivator and developer of a highly diverse workforce, this individual is responsible for creating a highly engaged, inclusive work environment that recognizes individual contributions and celebrates collective success. The Director of Member Sales and Service will be a champion of inclusive leadership, ensure equitable access to professional opportunities, and attract, retain and bring out the best performance of our diverse workforce. From our award-winning culture to intuitive, easy to use systems, we have grown to become one of Wisconsin’s top financial institutions with over 360,000 members and over $6 billion in assets. UW Credit Union is a federally insured, member-owned, not-for-profit financial institution committed to the financial well-being of our members. If you are a natural persuader, an innovator for inclusive and progressive change, and one that thrives in collaborative environments, we want to talk to you!

Requirements

Bachelor’s degree in business administration, finance, marketing or related field.
6-7 years experience in Financial Services required.
6-7 years of supervisory experience required.
Demonstrated ability to produce results.
Exceptional leadership skills.
Ability to inspire and motivate a diverse workforce.
Ability to represent the organization in a professional manner both internal and external to the credit union.
Strong customer service orientation, interpersonal skills, and emotional intelligence competencies.
Excellent written and verbal communication skills as demonstrated by the ability to write clear, concise project plans, documentation, memos and email, facilitate team meetings, and give presentations.
Demonstrated skill in the planning of multiple projects and initiatives.
Demonstrated skill in gathering and analyzing data

Nice To Haves

Understanding of the financial regulatory environment and industry trends is preferred.

Responsibilities

Achieve Sales & Service Results
Delivers on company goals as defined by the Annual Retail Scorecard and UW Credit Union Critical Measures through development, execution, and evaluation of member sales and service strategies.
Continually assesses, recommends, and implements processes to support effective service delivery and ensure member satisfaction, growth, and relationship expansion.
Reinforces sales training through managers to ensure consistent coaching and mentoring that builds a high-performance sales and service culture.
Leads and communicates strategy to Retail managers to drive understanding, alignment, and engagement.
Develops, communicates, and leads change for Member Sales & Service Philosophies in alignment with the credit union’s strategic plan.
Represents the “Voice of the Member” by collaborating with internal partners to enhance systems and optimize the member experience across delivery channels.
Promptly addresses and resolves member concerns and complaints, including escalated issues.
Maintains direct member contact as needed for issue resolution.
Develops and maintains an environment that encourages continuous improvement in products, processes, and marketing to support a frictionless service experience.
Cultivates an environment that consistently delivers on the Branch Service Philosophy across all Retail branches.
Demonstrates and communicates UW Credit Union’s Core Values and member value proposition in all areas of responsibility.
Builds and maintains campus and community relationships to expand mutually beneficial opportunities with students, faculty, administration, staff, families, and organizations.
Develops and executes an annual Business Review on campus to ensure awareness of and alignment with progress and opportunities.
Cross Functional Leadership
Collaborates with other departments as a Leadership Team member to ensure alignment, consistency, and prioritization of business initiatives and resources.
Represents Retail Sales & Service in cross-functional project teams.
Maintains positive, productive relationships with Marketing, Lending, HROD, Cards Programs, Deposit Operations, Loss Prevention, IT, IS, and Community Partnerships in developing, delivering, and evaluating Retail initiatives.
Guides ongoing development of Retail activities and participates in innovation and delivery of products, programs, and services.
Works with organizational leaders to ensure consistency and alignment in product and service delivery.
Identifies additional retail work plan items and acts as project manager for department-specific projects and process improvements.
Serves as a subject matter expert on business initiatives, ensuring effective communication and change leadership across the retail division.
Demonstrates high cultural competence by fostering a welcoming environment that reflects the belief that Humanity Counts Most.
Monitors and responds to changing industry and market conditions.
Operational Excellence
Creates a stress-free, hassle-free, frictionless experience for members.
Ensures consistent delivery of this experience across all branches.
Maintains up-to-date internal controls, regulatory, and compliance standards, ensuring all employees follow them.
Collaborates with internal audit to address audit recommendations promptly.
Interprets strategic requirements of new projects to ensure alignment with the credit union’s mission and Retail goals.
Contributes to the development, training, and implementation of departmental policies and procedures to meet regulatory requirements and ensure consistent, efficient performance.
Supports Retail strategy development by planning, leading, and gathering data from Retail Manager Meetings, Retail Leadership Meetings, and Manager Huddles.
Leadership Expectations
Responsible for inclusive excellence, essential leadership duties, and the development of team and self while continuously striving to achieve UWCU’s goals, strategies & critical measures.
Personal Responsibility and Accountability – Build trust with the team inspiring growth and development while striving to make a positive impact on the business.
Effective Communication – Communicate inclusively and transparently, aligning work in a manner that reinforces UWCU’s vision, mission, core values and goals. Uses social and emotional intelligence to navigate conflict, strengthen relationships and solve complex problems.
Focus on Teamwork – Encourage others to authentically bring their true self and skills to work, aligning them with the strategic goals of the team and organization. Recognize and reward individual and team efforts reinforcing the positive impacts to the team and organization.
High-Performance Mindset – Committed to operational excellence and improvement in the areas of compliance, organizational processes, and employee experience. Consistently meets or exceeds milestones and deadlines.
Business Acumen – Is a student of our business by understanding emerging industry trends competitor knowledge and how own functional area contributes to the organization. Uses strategic plan, critical measures, and data to recommend change and to execute plans to achieve organization effectiveness and strategic priorities.
Inclusive Excellence – Foster a collaborative and innovative team. Set the tone and model behaviors that create an environment where others feel valued, respected, a sense of belonging, and the ability to positively contribute. Creates equitable access to development and career growth.
Recruitment and Retention – Recruit and retain top talent. Develop diverse talent pipelines, aligning with UWCU’s Diversity, Equity, and Inclusion Consistently utilizes coaching and development as an engagement, retention, and inclusion strategy.
Change Leadership – Views change as a necessary constant and positions it in a way that creates engagement and capitalizes on opportunities for individual and team growth and
Coach Approach – approaches people leadership from a place of curiosity and growth mindset, providing continuous feedback focused on employee development. Invites feedback from all directions; recognizing growth and development are a daily process.

Benefits

21.5 days of annual time off (accrued per pay period)
2 weeks paid caregiver leave
2.5 weeks paid new child parental leave
2 days paid volunteer time
10 paid holidays (including your birthday!)
401k company match of up to 5%, plus approximately 4% discretionary match
Variable bonus reward
Competitive Medical, Dental, and Vision plans, including domestic partner eligibility
Employee Assistance Program

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