Member Contact Experience Manager

How to apply: Complete an Online Application at our website www.capedcu.com for the specific job opportunity that interests you. Resumes are not accepted in lieu of an application.

Role: The Member Contact Experience Manager promotes member financial well-being through ensuring the Member Contact Experience team is providing the ultimate member experience through monitoring the day-to-day operations of the department and guiding the Member Contact experience team. In addition, the Member Contact Experience Manager collaborates with the team and the SVP of Member Service Experience on strategies for innovative products, services, and efficiencies to better meet the credit union's mission and business objectives.

 Pay: The pay for this position is $81,549.00 annually.

Essential Functions & Responsibilities:

• In collaboration with the other Member Contact Experience Manager, oversees the day to day operations of the department through monitoring and tracking daily functions that ensure staff are making appropriate decisions and operating within established credit union policies, procedures and applicable compliance regulations.
• In collaboration with the other Member Contact Experience Manager, oversees department training of current and new employees to ensure they are confident in job functions. Arranges needed trainings to overcome knowledge gaps and coordinates cross-department training.
• Coaches and motivates team members to achieve department goals and objectives including sales, service, production, and efficiency goals.
• Effectively assigns tasks and delegates responsibilities to Member Contact Leads as needed to assist in day to day operations, execution of trainings, and mentoring staff.
• Responsible for hiring, assessing performance, coaching and developing employees in adherence to HR policies and employment law.
• Approves and coordinates employee schedules (including PTO, lunch and breaks) to ensure appropriate staffing and adherence to policy.
• Identifies, makes recommendations, and collaborates with SVP of Member Service Experience on procedures, techniques, and standards to implement new and/or improved ideas to increase effectiveness, service sensitivity, and productivity of the department.
• Maintains expert knowledge of all Credit Union products, services and promotions.
• Contributes to efficient Credit Union operations by performing other job related duties as assigned.