Member Experience Manager

About the position

Under the direction of the Regional Manager, the Member Experience Manager II is responsible for providing ongoing coaching support to branch staff and meeting portfolio and production goals established in the Credit Union's Business Plan through effective team management.

Responsibilities

• Develop and implement strategies to enhance the overall experience of members, ensuring high satisfaction and retention rates.
• Manage and lead a team of member service representatives, providing guidance, training, and support to include conducting effective sales meetings and any other means, to ensure high performance and meet deposit portfolio goals and loan production goals.
• Analyze member feedback and data to identify trends and areas for improvement and implement necessary changes.
• Ensure sound operation of the branch to include risk, security, quality standards, expense control and compliance.
• Collaborate with other departments to ensure seamless and integrated member experience across all touchpoints.
• Develop and maintain relationships with key stakeholders, including members, vendors, and partners.
• Oversee the resolution of complex member issues and complaints, ensuring timely and satisfactory outcomes.
• Create and manage budgets for member experience initiatives, ensuring cost-effectiveness and efficiency.
• Represent the credit union at industry events and networking opportunities to promote our brand and products.

Requirements

• Bachelor's degree in business management or related work experience.
• 3 years of managerial experience in the sales and service industry.
• 2 years' experience in business development is required.
• Proven track record of two years successful loan origination, sales, member service, compliance and branch operations.
• Experience with productivity planning, budgeting and compliance issues desired.
• Able to work a flexible schedule, which includes opening and closing the branch and working evenings and weekends.

Nice-to-haves

• Possess strong initiative and the ability to present a polished, professional image to the membership and community.