Member Experience Manager
About The Position
Responsible for supporting all duties as above and achieving member sales and service goals and operations across assigned centers. Manages the centers operating & staffing budget, while ensuring the Engagement Center/Department are in compliance with all credit union policies and procedures through regular internal reviews. Ensures that all staff are fully trained in all credit union policies, center procedures and provides leadership during high volume periods to maintain service standards set by the organization. Handles and resolves escalated complex member complaints and questions with professionalism and care. Responsible for directing Engagement Center/Department during high peak volume times. Provides Member Financial Education and educates employees on marketing campaigns offered by the Credit Union. The Member Experience Manager (MEM) is expected to fulfill the essential functions of the Member Experience Supervisor (MES) and perform all MES responsibilities as needed.
Requirements
- Six (6) years of financial institution experience.
- Three (3) years of supervisory experience.
- High school diploma or equivalent.
- Certified Financial Counselor certification (required within one (1) year of hire date for external hires).
Nice To Haves
- Bachelor's in business or related field.
- Experience in coaching, mentoring, or team leadership.
Responsibilities
- Achieving member sales and service goals and operations across assigned centers.
- Managing the centers operating & staffing budget.
- Ensuring the Engagement Center/Department are in compliance with all credit union policies and procedures through regular internal reviews.
- Ensuring that all staff are fully trained in all credit union policies and center procedures.
- Providing leadership during high volume periods to maintain service standards set by the organization.
- Handling and resolving escalated complex member complaints and questions with professionalism and care.
- Directing Engagement Center/Department during high peak volume times.
- Providing Member Financial Education.
- Educating employees on marketing campaigns offered by the Credit Union.
- Fulfilling the essential functions of the Member Experience Supervisor (MES) and perform all MES responsibilities as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
101-250 employees
