Experience Center Manager

2 weeks ago

Boulder, United States First Technology Federal Credit Union Full time
Description

The Experience Center Manager oversees all aspects of the daily operations of the experience center (XC), deepening and acquiring member relationships and ensuring member service levels are consistently exceeded.

Here's what you can expect from the job and what you need to be successful:

Job duties:

  • Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
  • Coach and develop Assistant Managers in the areas of quality, productivity, employee relations/coaching and evaluation, member sentiment, ensuring high levels of performance
  • Implement credit union business strategy at XC level
  • Partner with Assistant Managers in handling all aspects of XC operations (including monthly self audit, general ledger audits, balancing debit cards, locating transactional errors, cash and vault balancing, negotiable items)
  • Handle escalated member issues, resolving on a timely basis to satisfaction
  • Effectively using KPIs and reports to analyze and determine necessary actions to identify gaps in the business and take action to resolve
  • Maintain and enforce systems, policies, procedures and productivity standards
  • Ensure member service projects (change initiatives) meet objectives on time and on budget
  • Partner with other business units to resolve member issues or grow member relationships; actively participate in cross-functional meetings
  • Research, resolve and communicate operational issues and potential problems to leader and/or other business units
  • Identify, manage and mitigate risk within XC (including identify theft, overdrafts, etc)
  • Manage vendor relationships to support operational excellence and member service levels
Essential skills:
  • Minimum 4 years' experience in retail operations with a proven successful track record in deepening and acquiring customer relationships, preferably in financial services
  • Minimum 3 years' experience leading people or teams, ideally in the sales sector
  • Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
  • Ability to use data and analytic information to gain insights and drive strategic direction
  • Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
  • Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
  • Familiarity with CRM software is preferred
  • Working knowledge of Microsoft Office Suite
  • Minimum Education: Bachelor's degree is preferred
Location: Boulder, CO 80301 (FULL TIME ON SITE)

Target Compensation: $70,000 to $81,000 annually + quarterly incentive

Benefits options include:
  • Traditional medical, dental, and vision coverage
  • 401K matching up to 5% per pay period
  • Accrue up to 17 days of Paid Time Off your first year of employment
  • 11 paid federal holidays
  • Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

First Tech is not currently offering Visa sponsorship or transfer for this position

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