Member Experience Manager

Job Description

Job Description

POSITION TITLE: Member Experience Manager

REPORTING RELATIONSHIPS

POSITION REPORTS TO: Director of Compliance & Operations

POSITION PURPOSE

The Member Experience Manager leads branch operations, cultivates a high‑performing service and sales team, and ensures members receive exceptional support across all channels. This role strengthens member relationships, drives growth, and represents the credit union through financial education and strong SEG partnerships. The Member Experience Manager models service excellence, develops staff capabilities, and maintains a safe, compliant, and welcoming branch environment.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Member Experience & Service Leadership

• Promote a member‑first culture where every interaction is welcoming, accurate, and solution‑focused.
• Resolve escalated concerns with professionalism and use service recovery to build trust.
• Monitor feedback and trends to continuously improve the member experience.

1. Team Leadership & Development

• Coach and develop employees to strengthen service skills, product knowledge, and confidence.
• Set clear expectations, provide regular feedback, and reinforce accountability and engagement.
• Ensure proper staffing and daily coverage to support member needs.

1. Branch Operations & Compliance

• Oversee daily operations to ensure accuracy, efficiency, security, and regulatory compliance.
• Maintain strong internal controls, cash management practices, and audit readiness.
• Identify operational gaps and support process improvements.

1. Sales Leadership & Relationship Growth

• Lead the sales team in consultative conversations that prioritize member needs.
• Drive responsible growth by coaching staff on quality referrals and effective financial guidance.
• Track performance metrics related to service, referrals, outreach, and engagement.
• Build and maintain strong relationships with SEGs through regular communication and onsite visits.

• Lead financial workshops, presentations, and educational initiatives for SEGs and member groups.
• Represent the credit union at community events and promote financial wellbeing within the membership base.

QUALIFICATIONS

REQUIRED EXPERIENCE

• 3–5 years of experience in business development, sales management, or credit union operations.

• Proven success in coaching teams, developing employees, and leading performance
• Experience resolving complex member situations, performing operational approvals, and ensuring regulatory compliance, including, but not limited to, the Bank Secrecy Act.

EDUCATION & CERTIFICATIONS REQUIRED

• High School Diploma/GED required, Certification, Associates or Bachelor’s degree in Business, or a related field (or equivalent professional experience) preferred.

• Skilled in CRM systems and Microsoft Office software (e.g., Word, Excel, Access, PowerPoint)
• Understanding of credit union products, services, and regulatory compliance
• Multilingual verbal and written skills preferred.

SKILLS REQUIRED

• Expert in cultivating a growth mindset within a small team environment, with a focus on refining consultative sales techniques and empowering staff to seize every opportunity
• Strong professional presentation, written and verbal communication skills
• High comfort level in utilizing banking software and analyzing data
• Ability to motivate and hold team accountable to job role expectations
• Proactive, self-motivated, and capable of meeting or exceeding sales goals (loans and accounts)
• A self-starter mentality with the ability to work independently. You must be comfortable wearing "many hats" and pivoting quickly between high-level strategy and hands-on member service.

WORK SCHEDULE/REMOTE WORK

Hours: This is a full-time, salaried position. While standard office hours are 7:45 AM - 4:30 PM (Mon-Thurs), 7:45 AM-5:30 PM (Fri), the job requires regular attendance at community events and SEG outreach initiatives that occur outside of normal business hours (evenings and weekends). Candidates must possess the ability to manage a flexible schedule to meet these demands while ensuring organizational goals are achieved.

Remote Work: This position is not eligible for a remote nor hybrid work schedule.

Travel

This role requires some degree of mobility and flexibility. Candidates must be able to travel locally within our service area for community events and SEG site visits.