Member Experience Manager

A senior level manager is responsible for multiple engagement center locations. Oversees daily engagement center activities and resolves banking problems for members. Monitors service quality and coaches’ staff to achieve appropriate levels. Responsible for meeting member service goals and member growth. Ensures that engagement center goals are met and adhere to approved budget. Responsible for membership growth by business development efforts. Manages and schedules branch staff to ensure adequate coverage. Implements and reviews bank policies and procedures, prepares engagement center for audits, and keeps engagement center in compliance with all credit union policies and procedures. Handles and resolves complex member complaints and questions. Makes day-to-day decisions for the engagement center. Possesses thorough knowledge of engagement center processes. Responsible for lobby management and directing engagement center staff during high peak volume times. Provides Member Financial Education. Educates employees on marketing campaigns offered by the Credit Union.

EDUCATION/CERTIFICAITON: High School Diplomas or equivalent

Bachelor’s in business or related field preferred

REQUIRED EXPERIENCE: Six (6) years of Financial Institution experience. Plus, three (3) years of managerial experience.