Member Experience Manager
GPO Federal Credit Union•Town of New Hartford, NY
•$62,353 - $76,130•Onsite
About The Position
The Member Experience Manager is responsible for ensuring members and staff receive consistent, high-quality service across all interactions with the organization. The role focuses on improving satisfaction, strengthening relationships and creating a positive overall member journey.
Requirements
- Bachelor’s Degree in Business or an equivalent training and experience required
- 5 years of credit union or financial management experience.
- Ability to act with professionalism and tact
- Determined and motivated individual with a positive attitude
- Ability to work in a team setting as well as take on projects as an individual
- Time management and organizational skills
- Excellent verbal and written communication skills
- Valid driver’s license and reliable transportation
- Sitting for prolonged periods of time
- Frequent computer usage and screen time
- Frequent typing and use of fine motor skills
- To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures.
- To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed.
- Demonstrated sales/business development experience and success.
- Effectively communicate among departments and branches to ensure the flow of ideas and information.
- Communicate regulation changes to other departments as appropriate.
Responsibilities
- Develop and oversee member experience strategies and service standards
- Monitor member satisfaction and identify opportunities for improvement
- Review and improve member communications, processes, and touchpoints
- Lead initiatives focused on enhancing the overall member journey
- Analyze member feedback, surveys and trends
- Collaborate with departments to ensure a consistent member experience
- Train and coach staff on service expectations and relationship-building skills
- Facilitate the timely and professional resolution of member issues to ensure a positive member experience
- Recommend operational improvements to simplify member interactions
- Assist with change management and communication related to member-facing processes
- Manage correspondence standards and communication consistency
- Partner with leadership to align service goals with organizational objectives
- Additional Duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
