Job Description

Department:  Human Resources

Grade:  14

Reports To:  VP Human Resources

Classification:  Exempt

Supervises Direct:  0

Supervises Indirect:  0

Role:

The Director of Member Experience is responsible for the execution, measurement, and evaluation of service and sales excellence initiatives in support of the credit union's strategic plan and service and sales culture. This role serves as the service culture champion, supporting an environment where memorable service experiences are created and the highest level of service is maintained organization wide.

Essential Functions & Responsibilities:

20% Develops and oversees execution of coaching strategies and routines supporting the service excellence curriculum and culture, which includes coaching and development of supervisory and management roles organization wide.

20% Serves as administrator of member feedback and service evaluation programs that will measure the credit union’s level of member and internal team member service. Reports on results and trends to all levels of management. Develops and implements ongoing program solutions to enhance service levels and member satisfaction.

15% Supports execution of the member service experience across all service channels to ensure service delivery is seamless and consistent. Serves a subject matter expert in the review and development of processes and workflows with a focus on the member viewpoint and service experience.

15% Oversees annual culture progress review with culture business partners and provides recommendations to support strategic direction. Researches new trends in sales service and service sales culture development providing recommended program and process enhancements that will help achieve strategic and departmental goals and objectives.

10% Serves as Service Standard Officer by monitoring and reporting the quality of internal and member service delivery to ensure service expectations are met.

10% Develops and implements an ongoing service excellence communication program for management and staff. Responsible for the production and presentation of sales and service communications using all established channels including but not limited to Focus on Service Excellence, all staff meetings, and department/team meetings.

5% Works with Learning & Development to ensure service excellence curriculum supports strategic initiatives and the credit union’s service and sales culture. Serves as curriculum subject matter expert and supports employee learning and development in all aspects of sales and service quality.

5% Performs all other duties as assigned. 

Performance Measurements: 

1.  Performs duties and responsibilities in a timely and professional manner.

2.  Serves as “in class” subject matter expert for the service and sales curriculum.

3.  Conducts communications with reporting manager to advise on problems and issues impacting the department and service and sales culture.

4.  Adheres to all policies within the CRCU Employee Handbook.

5.  Demonstrates an understanding of, and follow all regulatory and compliance requirements including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD) as it specifically relates to their job functions.

Knowledge and Skills:

Experience

Five years to eight years of similar or related experience.

Education

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree) or direct experience equivalent.

Interpersonal Skills

Work frequently involves exercising advanced conflict resolution, giving material presentations, and resolving issues impacting multiple departments or divisions. Role also requires the ability to motivate or influence others as a material part of the role, with a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the role and a high level of interpersonal skills is critical to the success of this position.

Other Skills

Immediate proficiency level required with Microsoft Office applications, internet, web-based and job specific software applications. 

Physical Requirements

While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk, and sit. Specific vision abilities required of this job include close vision and ability to adjust focus. 

Work Environment

Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. Will require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.

In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law

This Job Description is not a complete statement of all duties and responsibilities comprising the position.