What are the responsibilities and job description for the Head of Member Service Strategy position at CACL Financial?
Job Overview
CACL Financial is seeking an experienced Chief Member Experience Officer to lead our member experience efforts.
In this role, you will be responsible for designing, planning, directing, and executing the full scope of the member journey.
You will oversee branch operations and the call center to ensure consistent and positive member experiences through all CACL channels.
The ideal candidate will have a proven track record of leading member/customer experience teams, preferably in financial services.
Responsibilities include:
- Collaborating with the leadership team across the credit union to ensure that all areas of the organization are meeting member experience goals.
- 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.
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.
