What are the responsibilities and job description for the Member Experience Manager - Contact Center (Call Center) position at Lake Trust Credit Union?
More Than A Job!
Why do you work each day? To us, our jobs are not just something we do to make a living, it’s a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn’t measured in dollars and cents, it’s seen in our communities and felt by the people who believe in us.
Benefits Include
- Financial wellbeing services
- 401(K) matching with up to 5% match
- Reduced health insurance
- Employee wellbeing services
- DE&I initiatives
- Work-life integration
The Member Experience Manager is passionate about leading and inspiring others to deliver the Best Member Experience. They are committed to demonstrating Lake Trust Core Values and delivering a Brand Promise experience to both internal and external members. This individual leads by example and is a role model to their team and their peers. The Member Experience Manager is responsible for maintaining operational excellence of a full service branch office, including operations, lending, product sales, member service, security and safety in accordance with the Credit Union’s objectives. This individual is expected to meet or exceed branch sales and service goals through coaching team members to build and enhance member relationships. This person will look for opportunities to make a difference in the communities served by Lake Trust.
What You’ll Do
- Deliver on our Brand Promise and GUIDE principles with each and every interaction (internal and external members).
- Coach and mentor team members to develop and enhance their sales and service skills in order to provide the best member experience and to promote individual growth and development.
- Promote teamwork to encourage employee engagement and empower team members with the necessary means to provide outstanding service to our members.
- Demonstrate outstanding communication skills when providing professional responses to complex and/or sensitive service issues. Think creatively and use sound judgment when investigating and resolving service matters, while striving to obtain an unbiased resolution and assure a high degree of member satisfaction.
- Provide direction on all operational aspects of the branch, including audit procedures. Utilize exceptional business awareness when developing, implementing, maintaining, and revising branch operating procedures.
What You’ll Bring
- BA/BS or equivalent management experience required.
- Three-Five (3-5) years’ leadership experience.
- Proven passion for developing and leading people.
- Demonstrated ability to think critically, independently and creatively to develop strategies and solutions.
What You'll Get
Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.- Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
- By prioritizing member wellbeing, which leads to increase engagement, improved team dynamics, higher levels of motivation and a stronger community culture.
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