Member Experience Manager

OUR CULTURE Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. ABOUT THE POSITION The Member Experience Manager is responsible for managing and overseeing all daily functions and systems within the Member Experience team, as well as identifying and implementing improvements to existing member experiences. This individual will assist the VP of Member Services in leading the strategic direction of the Experience Center. A successful individual in this role will ensure the smooth and efficient functioning of their team, including timely and proper member communications through all delivery channels. This role will need to use strong interpersonal skills to build rapport with both internal and external customers. This individual will act as the liaison between our 24-hours external Call Center and the Contact Center. This individual is also expected to serve as a mentor to all team members, keeping them engaged and providing guidance on policies and procedures as needed. This role will be pivotal in ensuring the Credit Union's policies and procedures are being closely followed, and that interactions with members are accurate and compliant. This individual will supervise a large group of engaged professional staff characterized by repetitive processes and member interactions via phone, secure message, text message, videochat, webchat, and email. NORMAL DAY-TO-DAY WORK Provides daily oversight of all member touchpoints to include phone calls and electronic communication channels to ensure that service levels and key performance indicators are met. Hire, train and develop Experience Center Staff including conducting performance evaluations and providing coaching and professional development. Ensure that all staff members are equipped with the necessary tools and permissions needed to provide member service. Monitor member communications to ensure that service levels are met. Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes. Responsible for maintaining and developing member service processes within the Experience Center, including member communications, and member relations. Oversee, create, and maintain Member Communications Team processes and identify risks and opportunities based on the organization's business strategy. Actively work with leadership to manage relationships with external vendors for member services related tools, phone systems and text messaging. Act as liaison to other internal departments. Develop and present reports on metrics and performance of member service activities. Serve as tier 2 escalation point for any member/account disputes while adhering to processes and procedures, ensuring regulatory compliance. Stay abreast of industry trends and evolving regulations concerning member services, and digital banking. Oversee efforts to periodically review policies and procedures and identify opportunities for improvement regarding team operating compliance and efficiency. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve. JOB QUALIFICATIONS Here are a few skills you MUST have to be qualified for this position. Minimum 4 - 6 years of banking experience, including member/customer servicing experience and minimum 1 - 3 years of management experience or Bachelor's degree and a minimum of 3 years of banking experience, including member/customer servicing experience and at least 1 year of management experience. Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions. Demonstrated knowledge of banking procedures, policies, laws and regulations. Operating experience of financial products as well as online banking and digital platforms. Must be able to work onsite at Credit Union administrative headquarters. Must be able to work within core operating hours (8:00am - 6:00pm), as well as the occasional weekend and holiday. Must be able to manage multiple priorities and accounts in fluid environment while maintaining accuracy in all details. Excellent organizational, time management and problem-solving skills. Must be comfortable using various technology platforms. Excellent verbal, written, telephone and interpersonal communication skills. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc. Ability to lift a minimum of 25 lbs. (file boxes, computer printer). Travel required on occasion. Here are a few qualifications we'd LIKE for you to have. 1 - 3 years of call center management experience preferred. 4 - 6 years of Credit Union member service experience. Bachelor's degree in business administration or relating field of study. Experience with creating and updating policies, processes, procedures, and guidelines. Supervisory experience within a member/customer service environment. If you have questions about this position description, please feel welcome to ask. You can reach HR at: Human Resources 3600 Wake Forest Rd, Raleigh, NC 27609 careers@lgfcu.org

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