Member Experience Manager

Responsible for supporting all duties as above and achieving member sales and service goals and operations across assigned centers. Manages the centers operating & staffing budget, while ensuring the Engagement Center/Department are in compliance with all credit union policies and procedures through regular internal reviews. Ensures that all staff are fully trained in all credit union policies, center procedures and provides leadership during high volume periods to maintain service standards set by the organization. Handles and resolves escalated complex member complaints and questions with professionalism and care. Responsible for directing Engagement Center/Department during high peak volume times. Provides Member Financial Education and educates employees on marketing campaigns offered by the Credit Union. The Member Experience Manager (MEM) is expected to fulfill the essential functions of the Member Experience Supervisor (MES) and perform all MES responsibilities as needed.

EDUCATION/CERTIFICAITON

High School diploma or equivalent. Bachelor's in business or related field preferred. Certified Financial Counselor certification.

External Hires:

Must complete Certified Financial Counselor certification within one (1) year of hire date.

REQUIRED EXPERIENCE

Six (6) years of financial institution experience to include three (3) years of supervisory experience. Experience in coaching, mentoring, or team leadership is highly preferred.