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Member Experience Manager Credit Union Jobs (NOW HIRING)

Gallup

Credit Union Manager

Omaha, NE · On-site

Credit Union Manager Omaha Riverfront Lead with purpose. Safeguard accuracy. Champion financial ... member experience * Lead the day-to-day operations of Gallup FCU, working alongside the team to ...

White Rose Credit Union

Branch Manager

York, PA · On-site

$55K - $69K/yr

... Credit Union Administration, and other regulatory agencies. * Schedule and give performance reviews and recommend to the Member Experience Manager any necessary remediation. * Help ensure adequate ...

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Member Experience Manager

New Hartford, NY • On-site

Government Printing Office Federal Credit Union
See more jobs at Government Printing Office Federal Credit Unionexternal

$62K - $76K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Our Mission:
To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.
Overview of the Role:
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
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

Expectations
  • Deliver consistent, seamless and personalized member experiences across all channels
  • Maintain a strong culture of service excellence, consistency and quality in all member interactions
  • Ensure alignment with the Credit Union's vision, mission, values and brand promise
  • Promote engagement, accountability and service excellence at all levels of the organization
  • Consistently deliver the Credit Union's branch promise through every member and employee interaction
  • Execute a member experience strategy that increases product and service adoption, member engagement, and overall organizational performance.
  • Consistently deliver the Credit Union's brand promise through every member and employee interaction.

Qualifications
  • 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

Physical Demands
  • Sitting for prolonged periods of time
  • Frequent computer usage and screen time
  • Frequent typing and use of fine motor skills

Decision Making
  • To exercise sound judgement when making decisions as they relate to position duties and the credit union's policies and procedures.

Financial Responsibilities
  • To be responsible for safeguarding the credit union's assets by ensuring that policies and procedures are followed.

Communication
  • 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.

Work Environment
  • Office setting, based in the Administration Building

Salary Description
$62,353.20-$76,130.08/ yearly

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