What are the responsibilities and job description for the Director of Member Engagement position at CACL Financial?
Job Description
The Chief Member Experience Officer at CACL Financial is responsible for designing, planning, directing, and executing the full scope of the member journey.
This involves overseeing branch operations and the call center to ensure consistent and positive member experiences through all CACL channels.
The Chief Member Experience Officer will collaborate with the leadership team across the credit union to ensure that all areas of the organization are meeting member experience goals.
Specific duties include:
- Providing strategic leadership for the credit union and working with other executive-level team members to develop and implement long-range goals, strategies, plans, and policies.
- Assisting in directing all credit union operations, including planning, recommending, and implementing programs and policies.
- Developing and implementing policies and procedures related to credit union operations, ensuring regulatory compliance, and cooperating with internal and external compliance audits.
- Mentoring and leading a talented team focused on member experience across all channels.
- Driving innovation and improvement in services, both in-branch and digital, and analyzing data and feedback to continuously elevate member satisfaction and engagement.
Key Requirements:
- Minimum Associate's Degree in Business, Finance, or a similar discipline.
- Minimum of five to ten years' financial institution experience with at least five years' management experience.
- Excellent knowledge of credit union core systems, forms, and documentation used by credit unions.
- Strong knowledge of credit union products and services.
- Punctual, self-motivated, confident, and accurate, with a professional attitude and supportive of management.
