Senior Director of Member Engagement and Financial Wellness

CommonWealth Central Credit Union•San Jose, CA

4d•Onsite

About The Position

CommonWealth Central Credit Union is seeking an experienced leader for the role of Senior Director of Member Engagement & Financial Wellness. This role will drive the credit union's dedication to its membership and improve their financial well-being. The Senior Director will serve as a strong steward of the brand, take responsibility for the member experience across all channels, and be a key influencer of performance.

Requirements

Minimum of 10 years of similar or related experience working for a credit union or bank.
Minimum of 5 years leading multiple retail teams.
Proven track record of managing the member experience across all touchpoints utilizing best practices and innovative solutions.

Nice To Haves

Bachelor's degree in a related field.
Advanced degree a plus.

Responsibilities

Coach all member-facing teams in the Credit Union’s digital/remote channels, branch network on delivering an exceptional member experience.
Train and develop member-facing staff using feedback and insights from surveys and other feedback loops.
Develop and motivate member-facing staff to achieve individual goals in support of branch/department goals for financial wellness.
Partner with branch, contact center and virtual branch management teams to provide oversight of production levels, including member engagement and financial wellness.
Monitor and report monthly and quarterly production levels while holding individuals accountable for achieving production goals.