Member Experience Manager

Securityplus Federal Credit Union•Parkville, MD

1d•Onsite

About The Position

Securityplus Federal Credit Union is seeking a passionate Member Experience Manager to lead branch operations, stimulate revenue growth, and build stronger member relationships. This role reports to the VP, Member Experience and is crucial in aligning branch performance with organizational goals. The Manager will coach and develop team members, foster a consultative sales and service culture, and champion financial wellness for every member. Additionally, the role involves business development and community outreach to expand brand presence and loyalty, positioning Securityplus as the financial partner of choice.

Requirements

Bachelor’s degree in business, Marketing, or a related field required.
Two (2) years of supervisory experience required.
Ability to work Saturdays.
Strong analytical, strategic thinking, and problem-solving skills.
Excellent interpersonal and communication skills.
Ability to inspire and lead a diverse team to achieve common goals.

Nice To Haves

Four (4) years of banking or sales experience preferred.
Certified Financial Counselor (CCUFC) designation preferred.
NMLS designation preferred.

Responsibilities

Lead branch operations to deliver seamless and efficient service while driving loan and deposit growth.
Align branch performance with organizational goals and the Credit Union’s Success Scorecard.
Ensure day-to-day activities support long-term member loyalty.
Monitor trends and evaluate processes to improve efficiency and elevate member satisfaction.
Foster a consultative sales and service culture that prioritizes exceptional member experiences and strengthens long-term relationships.
Engage in proactive business development to expand market share and deepen financial wellness partnerships.
Represent Securityplus at community events, promoting the mission, values, and services.
Coach and develop team members by providing ongoing feedback, training, and support.
Drive accountability and cultivate a culture of collaboration, innovation, and service excellence.
Ensure operational excellence by managing reputational, operational, and business risks in alignment with regulatory guidelines and internal policies.
Oversee member transactions, ensuring compliance and adherence to procedures.
Uphold service quality and reliability.