What are the responsibilities and job description for the Member Experience Manager position at GPO Federal Credit Union?
Description
Our Mission:
To provide unwavering commitment to excellence in all we do for employees, members and the community we serve.
Overview of the Role:
The Member Experience Manager is responsible for ensuring members and staff receive consistent, high-quality service across all interactions with the organization. The role focuses on improving satisfaction, strengthening relationships and creating a positive overall member journey.
Requirements
Responsibilities
- Develop and oversee member experience strategies and service standards
- Monitor member satisfaction and identify opportunities for improvement
- Review and improve member communications, processes, and touchpoints
- Lead initiatives focused on enhancing the overall member journey
- Analyze member feedback, surveys and trends
- Collaborate with departments to ensure a consistent member experience
- Train and coach staff on service expectations and relationship-building skills
- Facilitate the timely and professional resolution of member issues to ensure a positive member experience
- Recommend operational improvements to simplify member interactions
- Assist with change management and communication related to member-facing processes
- Manage correspondence standards and communication consistency
- Partner with leadership to align service goals with organizational objectives
- Additional Duties as assigned
Expectations
- Deliver consistent, seamless and personalized member experiences across all channels
- Maintain a strong culture of service excellence, consistency and quality in all member interactions
- Ensure alignment with the Credit Union’s vision, mission, values and brand promise
- Promote engagement, accountability and service excellence at all levels of the organization
- Consistently deliver the Credit Union’s branch promise through every member and employee interaction
- Execute a member experience strategy that increases product and service adoption, member engagement, and overall organizational performance.
- Consistently deliver the Credit Union’s brand promise through every member and employee interaction.
Qualifications
- Bachelor’s Degree in Business or an equivalent training and experience required
- 5 years of credit union or financial management experience.
- Ability to act with professionalism and tact
- Determined and motivated individual with a positive attitude
- Ability to work in a team setting as well as take on projects as an individual
- Time management and organizational skills
- Excellent verbal and written communication skills
- Valid driver’s license and reliable transportation
Physical Demands
- Sitting for prolonged periods of time
- Frequent computer usage and screen time
- Frequent typing and use of fine motor skills
Decision Making
- To exercise sound judgement when making decisions as they relate to position duties and the credit union’s policies and procedures.
Financial Responsibilities
- To be responsible for safeguarding the credit union’s assets by ensuring that policies and procedures are followed.
Communication
- Demonstrated sales/business development experience and success.
- Effectively communicate among departments and branches to ensure the flow of ideas and information.
- Communicate regulation changes to other departments as appropriate.
Work Environment
- Office setting, based in the Administration Building
Salary : $62,353 - $76,130