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Director of Member Experience Telco Plus Credit Union Tyler, TX Job Details Full-time From $70,000 a year 6 hours ago Benefits Health insurance Dental insurance 401(k) Tuition reimbursement Vision insurance Professional development assistance Life insurance Retirement plan Qualifications Customer communication Customer relationship building Bachelor's degree Communications Business Administration General management Time management Full Job Description Position Summary The Director of Member Experience is responsible for leading and strengthening the overall member experience across Telco Plus Credit Union branches. This position supervises, trains, and develops Branch Managers to promote consistent service standards, strong branch performance, member satisfaction, and relationship growth. The Director also supports community and business development efforts that contribute to membership and deposit growth.

Compensation:

Pay is commensurate with experience. Essential Duties and Responsibilities Develop and reinforce service standards that support a consistent, professional, and positive member experience across all branches. Monitor the member experience across branch locations and identify opportunities to improve service, communication, efficiency, and member satisfaction. Support Branch Managers in addressing member service concerns, recurring service issues, and opportunities to strengthen member relationships. Review member feedback, branch service trends, and performance results to identify areas for coaching, training, and operational improvement. Supervise, coach, train, and provide ongoing leadership to Branch Managers. Meet regularly with Branch Managers to review branch performance, member experience, service expectations, growth opportunities, and established goals. Train and develop Branch Managers in leadership, member service, relationship building, coaching, and business development. Assist Branch Managers in strengthening member relationships and developing business and community relationships within their respective markets. Conduct branch visits to observe the member experience, provide leadership support, reinforce service expectations, and identify opportunities for improvement. Collaborate with Marketing, Lending, Member Services, and other departments to improve the member experience and support Credit Union growth initiatives. Provide regular updates to the COO regarding member experience, branch performance, service trends, and growth opportunities. Perform other duties as assigned.

Qualifications Education:

Bachelor's degree in Business Administration, Marketing, Communications, Management, Finance, or a related field preferred.

Experience:

Five or more years of financial services, branch management, member or customer experience, relationship management, business development, or related experience preferred. Previous supervisory or management experience required. Credit union or banking experience preferred. Knowledge, Skills, and Abilities Strong leadership, supervisory, coaching, and training skills. Strong member service, relationship-building, coaching, and problem-solving abilities. Ability to identify service improvement, member retention, relationship growth, and membership opportunities. Excellent verbal, written, presentation, and interpersonal communication skills. Ability to train, develop, and hold Branch Managers accountable for performance. Strong organizational and time-management skills with the ability to manage multiple priorities. Ability to professionally represent Telco Plus Credit Union with members and in the community while maintaining confidentiality and sound judgment. Physical Requirements Work is performed in an office, branch, and community environment and requires frequent computer use, standing, walking, and regular travel between branch and community locations. Attendance at business and community events may occasionally be required outside normal business hours. Must be able to lift up to 25 pounds. Disclaimer This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Telco Plus Credit Union reserves the right to modify or assign additional responsibilities as business needs require.

Pay:

From $70,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person