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Director of Member Experience

KALSEE Credit Union Kalamazoo ,MI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Responsible and accountable for the development, implementation, management and coordinated service, sales and experience of all KALSEE Credit Union retail branches. Provides leadership to all retail sales and service personnel by driving overall growth, profitability and compliance of credit union policies and procedures. Positively influence sales and service personnel and support staff in a manner that creates an engaged workforce and that creates an environment that fosters extraordinary member service in accordance with KALSEE’s Core Values.

  • Responsible for the collective performance of branch sales and service staff. Includes oversight of Branch Managers, MSR/Loan Officers and Member Experience Representatives.

  • Works with branches and provides coaching, mentorship and guidance in how to create extraordinary member service (includes but not limited to: front-line, lending, building, grounds and lobby aesthetics).

  • Creates monthly and annual sales and service plans that correspond with KALSEE’s strategic initiatives and goals along with the completion of monthly and annual expectations.

  • Monitors, evaluates, tracks and coaches’ staff to meet and/or exceed all goal expectations.

  • Successfully implements and executes sales and service goals across all retail teams. Collaborates with direct reports to build goals, plans and strategies for achieving goals.

  • Ensures consistent adherence to operational and KALSEE policies and procedures. Review and recommend changes to policies and procedures (sample scenarios include - create greater efficiency and/or consistency, eliminates internal and/or member pain points, continuous improvement).

  • Periodically observes member interactions to ensure staff are maximizing each opportunity to deepen relationships.

  • Works directly with third party vendor to coordinate and analyze results of mystery shops and evaluations. Holds staff accountable for adherence to non-negotiables.

  • Consistently drives team to live the credit union’s core values and to create an environment and experience that sets KALSEE apart from other employers and financial institutions.

  • Participate in the hiring and selection process of all retail outlets.

  • Maintain an up-to-date and comprehensive knowledge of all products & services, core system functions and industry trends & processes.

  • Exemplify the credit union’s mission, vision, and values.

  • Monitor branch transaction volume and productivity to ensure quality of service.

  • Conduct needs assessment of branch staff, equipment, and facilities to advise COO of additional needs.

  • Prepare, implement, and assist branch management with the creation of annual budgets. Ensure reconciliation to approved branch budgets.

  • Assist with establishing and maintaining branch security.

  • Investigate and reconcile members’ escalated questions and concerns regarding branch services. Evaluate and proactively remedy any service trends that impact extraordinary member service.

  • Ensure all internal/external audit and compliance procedures are followed. Perform audits to ensure compliance (e.g., BSA, surprise cash counts, loan file).

  • Autopsy branch staff interactions and files to identify missed opportunities.

  • Adhere to all credit union policies, procedures and requirements including all applicable state, federal and local laws, and regulations.

  • Complete projects by stated deadlines and meet/exceed goals.

  • Create and promote a positive and professional image on one’s self and the credit union.

  • Maintains compliance with federal, state, and local regulations concerning employment.

  • Review all activities for compliance with established policies, procedures, and regulations. Regulations include but are not limited to: Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations.

  • Participate in annual training as required by the BSA/OFAC Compliance Officer

  • Perform other duties as required and assigned


Job Requirements: 

  • Bachelor’s degree and five years’ credit union and branch management experience, or seven years of supervisory experience in the credit union and/or member/customer service field, or any similar combination of education and experience.

  • Strong listening and communication (oral & written) skills

  • Excellent member service skills

  • Ability to organize, prioritize and manage a multitude of responsibilities.

  • The ability to prioritize and make on-the-spot decisions regarding member transactions, weighing member satisfaction issues with credit union exposure to loss or fraud.

  • High degree of attention to detail

  • Superb organizational skills

  • Proven ability to build and support a strong member service culture.

  • Ability to maintain a high degree of confidentiality

  • Dress and conduct oneself in a professional, ethical, and business-like manner.



Company Description
We Believe.

We believe in building relationships and cultivating financial wellness, empowering people to focus on what matters.

Begin a new chapter in your life, working with a recognized and trusted financial institution in the Kalamazoo, Portage, and Battle Creek communities. Join a talented and dedicated team, striving to deliver unparalleled member service. Share your expertise, skill, and commitment to excellence with us, and be a part of the KALSEE legacy.

KALSEE Credit Union


2501 Millcork St. Kalamazoo
Kalamazoo, MI