Member Experience Manager

Town and Country Credit Union•Fargo, ND

6d•Onsite

About The Position

Town & Country Credit Union is seeking a Member Experience Manager to lead their Contact Center and Digital Services teams. This role involves shaping member interactions through various channels, including phone, email, online banking, and mobile services. The ideal candidate will be a hands-on leader focused on developing people, solving problems, improving processes, and leveraging technology to enhance the experience for both employees and members. This position requires a blend of leadership, service orientation, technological awareness, and problem-solving skills.

Requirements

Three to five years of leadership experience in a Contact Center, financial institution, or member service environment
Experience with online banking platforms, digital products, services, or financial technology preferred
Understanding of applicable financial regulations and security practices
Strong leadership, coaching, and employee development skills
Excellent communication and interpersonal skills
Ability to lead change, manage multiple priorities, and work effectively across departments
Strong analytical and problem-solving skills
Experience with CRM platforms, workforce management tools, Contact Center management systems, or Zoom preferred

Responsibilities

Lead and develop a team by hiring, training, coaching, mentoring, and managing performance.
Champion exceptional member service by reinforcing Service Standards and fostering a member-first culture.
Oversee Contact Center operations, including inbound and outbound calls, email support, staffing, service levels, escalations, and quality assurance.
Lead Digital Services, including online banking, mobile banking, online bill pay, mobile deposit, remote deposit capture, Zelle, and other digital services.
Use data to drive decisions by monitoring service levels, call quality, response times, member satisfaction, digital adoption, productivity, and other key performance indicators.
Improve the member experience by identifying opportunities to streamline processes, enhance workflows, and leverage technology and automation.
Lead technology and service projects in partnership with IT, Marketing, Retail, Lending, Compliance, and other teams.
Oversee Zoom administration and work with IT and vendors to troubleshoot issues, implement enhancements, and test new functionality.
Protect members by maintaining strong internal controls related to digital services, authentication, fraud prevention, and member security.
Support department planning and strategy, including budgeting, goal setting, risk management, audits, regulatory examinations, and business continuity.
Keep leadership informed by providing regular updates on departmental performance, initiatives, opportunities, and issues.