Director, Member Experience

Location: Corporate HQ Branch in Decatur, Illinois
Reports To: Vice President Marketing & Member Experience

Description

This is an Executive-Track position with upward mobility potential based on performance and personal interests. Responsibilities include overseeing branch operations and all front-line activities in our largest corporate branch, working in tandem with other areas of the Credit Union to ensure overall member satisfaction and compliance. This position will carry out responsibilities in the following functional areas:

• Team Leadership
• Cash Position Management & Oversight
• Branch Compliance & Records Management
• Member Service Satisfaction & Relationship Management
• Other Periodic Projects

Essential Functions

Team Leadership: - 50%

• Direct and monitor Contact Center Manager, Assistant Branch Manager and Member Service Representatives for all member touch points and front-line activities, new account opening and installment loans to ensure organizational objectives are met
• Develop staff work schedules for front lines to ensure adequate coverage during all business hours of operation
• Effectively manage staff by addressing conflicts, giving feedback and resolving obstacles while embracing accountability
• Perform annual staff reviews and provide recommendations for pay increases to senior management

Member Service Satisfaction & Relationship Management: - 20%

• Promote a relationship-based culture coupled with providing the highest level of member service to our members
• Monitor Contact Center activity to maximize performance and minimize fraud/losses

Branch Compliance & Records Management: - 10%

• Ensure compliance with all regulations relating to branch operations
• Develop, enhance and update branch procedures and ensure they are utilized and adhered to by staff
• Become a subject matter expert in branch software and equipment

Cash Position Management & Oversight: - 10%

• Oversee cash position and daily balancing of the vault, cash dispensers, ATM and all cash drawers

Other: - 10%

• Attend and participate in periodic management meetings
• Administer regular reporting and communication of branch activities
• Be an effective communicator with local area businesses and colleges as a Staley CU representative at periodic functions
• Attend webinars and conferences to remain current on relevant subject matters
• Other duties as assigned

Required Abilities and Skills

• Teamwork: Work harmoniously with others to get a job done, sharing critical information with all involved in a project.
• Judgement: Make sound decisions based on facts and accepted policies, rather than emotions. Demonstrate discernment and discretion on the job. Courtesy, tact, confidentiality and diplomacy are all essential elements of the job.
• Attention to detail: Demonstrate a high level of professionalism, precision and attentiveness in all aspects of the position. Ensure accuracy in documentation and generation of data.
• Communication: Write and speak effectively, using openness and honesty with senior management and employees. Maintain internal and external confidentiality and integrity, demonstrating a zero tolerance for gossip.
• Software: Be skilled in a variety of software programs including EXCEL, WORD and POWER POINT.

Required Education/Experience

• Bachelor’s degree in Business Administration or other finance-related field
• Banking experience preferred, but not required
• Managerial experience a plus

ADA Requirements:

Physical Requirements

Primarily perform work with limited physical exertion and occasional lifting of up to 20 lbs. Must be able to operate routine office equipment including telephone, copier, computer and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by senior management. Must be capable of regular, reliable and timely attendance.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels. Must be able to perform responsibilities with composure under the stress of deadlines paired with a fast-paced work environment. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.