What are the responsibilities and job description for the Member Experience Manager position at Town and Country Credit Union?
Lead the Experience. Elevate the Service. Shape the Future.
Town & Country Credit Union is looking for a Member Experience Manager to lead our Contact Center and Digital Services teams and help shape how our members experience the Credit Union through every interaction.
This is a hands-on leadership role for someone who enjoys developing people, solving problems, improving processes, and finding ways to make technology work better for both employees and members. You'll oversee phone, email, online banking, mobile services, and other digital channels while ensuring our members receive knowledgeable, timely, and personalized service.
If you're a people-focused leader who is equally comfortable talking about service, technology, performance metrics, and process improvement, we'd love to hear from you!
What You'll Do
As the Member Experience Manager, you'll:
- Lead and develop a team by hiring, training, coaching, mentoring, and managing performance.
- Champion exceptional member service by reinforcing our Service Standards and fostering a member-first culture focused on service, accountability, teamwork, and continuous improvement.
- Oversee Contact Center operations, including inbound and outbound calls, email support, staffing, service levels, escalations, and quality assurance.
- Lead Digital Services, including TCCU Online, TCCU Online for Business, mobile banking, online bill pay, mobile deposit, remote deposit capture, Zelle, and other digital services.
- Use data to drive decisions by monitoring service levels, call quality, response times, member satisfaction, digital adoption, productivity, and other key performance indicators.
- Improve the member experience by identifying opportunities to streamline processes, enhance workflows, and leverage technology and automation.
- Lead technology and service projects in partnership with IT, Marketing, Retail, Lending, Compliance, and other teams.
- Oversee Zoom administration and work with IT and vendors to troubleshoot issues, implement enhancements, and test new functionality.
- Protect our members by maintaining strong internal controls related to digital services, authentication, fraud prevention, and member security.
- Support department planning and strategy, including budgeting, goal setting, risk management, audits, regulatory examinations, and business continuity.
- Keep leadership informed by providing regular updates on departmental performance, initiatives, opportunities, and issues that may impact the organization.
What We're Looking For
We're looking for someone who brings a combination of people leadership, service excellence, technology awareness, and problem-solving skills.
The ideal candidate will have:
- Three to five years of leadership experience in a Contact Center, financial institution, or member service environment
- Experience with online banking platforms, digital products, services, or financial technology preferred
- Understanding of applicable financial regulations and security practices
- Strong leadership, coaching, and employee development skills
- Excellent communication and interpersonal skills
- Ability to lead change, manage multiple priorities, and work effectively across departments
- Strong analytical and problem-solving skills
- Experience with CRM platforms, workforce management tools, Contact Center management systems, or Zoom preferred
Why Town & Country Credit Union?
We're a team of 175 professionals across 10 branches in Fargo, West Fargo, Minot, Kenmare, and Stanley. At Town & Country Credit Union, we're committed to making a positive impact-on our members, our employees, and our communities.
We believe in delivering outstanding products and services while fostering a supportive and growth-oriented work environment. You'll find opportunities to take on new challenges, grow your skills, and make meaningful contributions every day.
Benefits You'll Enjoy
Whether you're full-time or part-time, we offer a range of benefits designed to support your well-being and success:
- Competitive pay
- Paid holidays
- Generous paid time off
- "Dress for your day" dress code
- Health, dental, and vision insurance
- Life and disability insurance
- Flexible spending accounts
- 401(k) with employer contributions
- Paid volunteer time
- Tuition reimbursement
- YMCA Corporate Membership Discount or Lifestyle Spending Account
Ready to Make an Impact?
If you're looking for a meaningful leadership opportunity where your expertise in retail financial services can truly make a difference-we'd love to meet you.
Town & Country Credit Union is an Equal Opportunity Employer.