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Member Engagement Manager

2 months ago

Palo Alto, United States Stanford Federal Credit Union Full time
Job DescriptionJob Description


Member Engagement Manager Opportunity at Stanford Federal Credit Union

We’re on a mission to improve financial lives If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4 billion company with a global reach—88,000 members in 90 countries and growing Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives

The Member Engagement Manager will lead a team of dedicated Member Engagement Specialists (MES) to grow SFCU's sales and retention strategies. This manager will oversee and coach a team of MES providing guidance and support to foster a culture of high performance, member engagement and satisfaction.

This position will work with SFCU leadership to help shape the operational efficiencies with the Online Account Opening, manage new member onboarding activities, cross-selling while ensuring the new accounts that are opened are utilized within establish timeframes. A strong digital sales or operations background is key to success in this role. Areas of responsibility will include playing a key role in evolving the SFCU’s digital sales and operation strategies. The candidate will work with Relationship Managers, Member Engagement Specialists, Business Intelligence, and Product Management teams to help implement best practices to serve our members.

*Please note this is a hybrid position - not 100% remote*

Who YOU are:

  • Excellent communication, persuasion, and organizational skills, including effective listening, written and presentation skills.
  • Proven ability to develop a strong working partnership with other senior-level managers and executives to overcome hurdles, align resources and execute towards the organizational goals.
  • Experience leading a team toward business objectives.
  • Excellent member service attitude with an emphasis of genuine care and of concern for members
  • Strong organizational and problem-solving skills
  • Six to eight years of similar or related experience, including preparatory experience.
  • Minimum of bachelor's degree in related business field or equivalent work experience.

What YOU’LL do:

  • Manage the Member Engagement Team to deliver superior end-to-end member experiences that maximize the credit union's investment in our online account opening platform with a continuous improvement mindset.
  • Collaborate with the VP to execute sales strategies to drive new business acquisition, promote cross-selling opportunities, and increase member retention.
  • Manage a team of MES setting clear targets, providing coaching and training, and monitoring performance to ensure the achievement of sales goals.
  • Collaborate with the marketing team to develop promotional campaigns and initiatives that support sales objectives and enhance the bank's brand visibility.
  • Identify risks and establish controls to effectively mitigate those risks to an acceptable level, with an emphasis on protecting member information.


Some of our benefits for YOU:

  • 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents.
  • Quarterly incentives up to 10% of your salary (based on position)
  • Employer 401(k) matching up to 5% plus additional annual discretionary contributions
  • Education reimbursement up to $5,200/year
  • Up to $500 per year in health/fitness benefits
  • Employee recognition program with cash incentives
  • Commute benefits up to $900 per year.
  • Paid Sick Time accrues at two weeks per year.
  • Paid Vacation Time accrues at three weeks per year.
  • Paid Federal banking holidays (approximately 10 per year)
  • Ongoing training and education, seminars, and conferences
  • Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
  • Waived fees and deposit bonuses on Stanford FCU accounts
  • Flex health/transit plan availability
  • Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources.

Stanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.

If you are ready for this awesome opportunity (or know somebody who is) please contact us today

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.

Stanford Federal Credit Union is committed to equal employment opportunities, and a workplace that embraces diversity and inclusion for qualified individuals of all backgrounds.