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Member Experience Manager

2 months ago

Flint, United States Financial Plus Credit Union Full time
Job Title: Member Experience Manager

Department: Administration

Reports to: SVP of HR & Retail Delivery

Hours per Week: Salary Exempt

Company Summary

Welcome to Financial Plus Credit Union (FPCU) - 'The Place where it's Possible.'

At FPCU, we believe in the power of collaboration, embrace inclusivity as a strength, and are driven by a shared commitment to success. Our community-centered approach goes beyond financial services; it's about fostering connections and making a positive impact.

Join us, and be part of an environment that prioritizes wellness, encourages continuous learning, and opens doors to developing you into the person you want to be. Explore the opportunities that await you at FPCU - where you aren't just making a living but joining a PLACE where you can REACH your goals.

Position Summary

This leader is responsible for driving a high level, member experience program. This leader will oversee the member experience program by initiating changes within the Credit Union to continually enhance our Member Experience internal and external service program. This leader will collaborate with Department Managers to assess process and service improvements that will lead to improved results. This leader is responsible to ensure member and employee experience is woven into the fabric of Financial Plus culture of continuous improvement. This leader must understand sales and service is at the heart of what we do, and our growth depends on our team's ability to deepen member relationships.

Essential Functions & Primary Responsibilities

Perform ongoing execution of our Member Loyalty Group Net Promoter and Relationship scores as well as ongoing transactional survey data that measures Retail Delivery, Contact Center, Digital, Loans, New Member and New Product scores. Works with every department within the Credit Union to establish ENPS and score benchmark improvement goals. Works with all departments to identify gaps in external and internal service and establishes improvement goals for all areas of delivery channels. Identifies actionable service improvements and influences others to attain desired outcomes.

•Data analysis on Member Loyalty Group software; must be able to explain and utilize the Medallia software and all metrics associated with the program

•Obtains member feedback working with marketing to establish member focus groups and gathers other behavioral trends as well as transactional data to determine member engagement at various points of the lifecycle

•Continue to influence MLG to provide enhancements on their roadmap for improved data at every touchpoint

•Track and provide weekly/monthly updates on all survey scores. Responsible to ensure managers are timely in their communication responses and are proactively working to identify issues, coach and resolve problems in their areas

•Identify problem areas of the business and actively collaborate with teams to drive for improved results

•Prepare and present information to small and large groups on Member Service survey data, new product and service data, and digital banking data.

•Meets with executive team and MLG representative to communicate successes and areas of opportunity

•Evaluates quality assurance within member facing departments to determine gaps of service

•Attends project meetings as necessary to represent and influence as SME of the Member Experience program

•Develop relationships with our IT, Marketing, Finance departments and business partners as necessary.

•Comply with all Federal and State Laws and regulations including Bank Secrecy Act, Patriot Act, and Office of Foreign Asset and Controls.

•Other duties as assigned

Requirements

Education & Qualifications

•Must have a bachelor's degree in marketing, business, finance, or data science with 1-3 years plus of banking experience, or equivalent experience.

•Candidate must have excellent oral and written communication skills along with the ability to present information in a creative way that motivates teams to improve service metrics

•Independent self-starter that can work in an agile way to adapt and communicate what is reflected in the data to support organizational initiatives

•Must be able to analyze, validate, comprehend complex data and translate effectively to a wide audience

•Passion to deliver exceptional service and embolden others to do the same

•Understands all aspects of our products, services, and digital banking solutions

•The applicant must be able to exercise sound decision making and problem-solving skills as well as influence others to make necessary adjustments within their teams

•Must be able to ensure accuracy on all reporting functions through exceptional detail orientation

•Must be comfortable operating in a fast-paced environment and possess multi-task orientation to effectively handle several projects at once

•Must be a team player with excellent interpersonal skills

Skills and Abilities

•Must possess analytical and critical thinking skills to identify patterns of behavior and trends

•Must demonstrate an ability to work in an unstructured role and identify priorities appropriately

•Must have demonstrated outstanding member service skills

•Experience using and communicating FPCU digital banking platform to others

•Ability to understand data and express it in a meaningful way to the audience

•Must have experience utilizing Microsoft windows, specifically Word and Excel

•Must present a positive and professional image to members through effective and courteous verbal and written communications.

•Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

•Work frequently involved contacts requiring considerable discussion of problems, material presentations, and resolving issues impacting departments or divisions

•Ability to calculate figures and amounts such as add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.

•Proficient in Microsoft Excel

•Ability to collect data, establish facts, and draw valid conclusions.

Certifications, Licenses

•Must be bondable.

•Internal annual compliance testing required

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•Sedentary work; sitting most of the time. Could exert up to 20 pounds of force occasionally.

•The noise level in the work environment is professional and typically moderate

This job Description is not a complete statement of all duties and responsibilities comprising this position.