Assistant Vice President of Member Experience

TEN Credit Union exists to care for the lives of our employees, member, families, and communities. We care by putting people before profit, relationships before fees, families before timecards, and community trust before growth.

While we are serious about our mission, we do not take ourselves too seriously. We are a team that values creativity, collaboration, and above all fun!

We are looking for an AVP of Member Experience to join our Main office location. Hours are Monday - Friday, 8:00 AM-5:00 PM.

Day-to-Day Job Duties:

The Assistant Vice President of Member Experience has a critical leadership role in overseeing and optimizing the entire member journey. This role will lead a high-performing team to deliver exceptional member experiences across all touchpoints, driving engagement and loyalty, and ultimately achieving key membership goals.

BENEFITS

We are proud to offer competitive wages and an extensive benefits package including employer paid medical, dental, vision, basic life and AD&D, long-term and short-term disability for all employees (additional coverage for family members may be selected at the expense of the employee). We also offer a 401K Defined Contribution Plan with a generous employer match up to 7%, and eleven (11) paid holidays! Visit our careers page to learn more at https://www.tencu.com/about-us/careers.html

Duties/Responsibilities

The following duties are normal for this position but should not be interpreted as all-inclusive. Other duties may be required and assigned.

• Effectively coordinates the flow of work through the departments supervised.
• Plan, direct, supervise, and evaluate Call Center, Plastics, and Video Banking workflow.
• Monitor staff performance in relation to the department and individual goals.
• Respond to and effectively resolve escalated member services issues.
• Effectively manages staff through regular coaching, counseling, and mentoring.
• Establishes all department productivity and member service goals for everyone based on the department's goals.
• Monitors productivity goals for the staff, including, but not limited to, average talk time, abandon call rate percentages, average speed to answer, and the number of calls taken.
• Monitors employee calls to ensure quality member services.
• Ensures that all Call Center and Video Banking telephone equipment is working properly; reports any equipment issues to the VP of IT immediately.
• Regularly reviews call volume and determines if appropriate coverage exists for peak call periods; adjusts work schedule to ensure the proper employee coverage.
• Develop and implement service strategies that meet/exceed organizational quality service standards.
• Regularly meets or exceeds the Call Center service and productivity goals established by the Chief Operations Officer (COO).
• Complete monthly, quarterly, and annual departmental reports for senior management's review and review them for accuracy and completeness.
• Develop and implement a comprehensive member experience strategy aligned with organizational goals and market trends.
• Define and measure key performance indicators (KPIs) related to member satisfaction, engagement, retention, and acquisition.
• Review member surveys and feedback received; analyze data to identify areas for improvement; discuss findings with staff.
• Leverage data and insights to personalize the member experience and anticipate member needs.
• Effectively delegate and empower team members and provide regular feedback and coaching.
• Design and optimize the member onboarding process to ensure a smooth and positive initial experience.
• Develop and implement innovative programs and initiatives to enhance member engagement and retention.
• Collaborate effectively with marketing, product, sales, and other departments to ensure a seamless and consistent member experience.
• Develop, implement, and maintain an outbound call program that supports sales and marketing campaigns.
• Possesses thorough knowledge of Credit Union products, services, policies, and procedures.
• Regularly review Call Center and Video Banking tasks to effectively streamline them, create efficiencies and process improvements while maintaining a focus on quality member service.
• Conduct regular staff meetings communicating organizational, operational, and service information.

• Conducts weekly service meetings that review department productivity results to departmental productivity goals.
• Complies with all Bank Secrecy Act (BSA) regulations and standards and attends all required BSA training.

• Maintain fraud losses to a minimum and within budget and related goals.
• Review write-off reports on ACH fraud, check fraud, Debit Cards, internet fraud cases, over-the-counter Fraud, Privilege Assurance, Negative Shares, and Shared Branch fraud.
• Conduct video reviews and investigations.
• Possess thorough knowledge of Visa Operating Regulations and Dispute Management.
• Possess thorough knowledge of all governmental regulations, such as Regulation CC, E, D, J, and Z, and the uniform commercial code, especially Articles 3 and 4.
• Make recommendations to the COO regarding new ideas and procedural changes that will promote efficient operation, increase staff motivation, and achieve business growth.
• Completes special projects as assigned by the COO.
• Responsible for ensuring all member service emails are responded to promptly.
• Willingly assist all departments as requested.
• Serves as a backup to the AVP of Operations and COO.
• Performs all other related duties as required.

REQUIREMENTS

• Thorough knowledge of credit union accounts, products, and services.
• General knowledge of credit union operations. Observance of credit union policies, procedures, and regulatory compliance.
• Demonstrate strategic thinking, leadership, and teamwork.
• Proficiency in working with computers, computer software, including MS Office products, programs and office equipment.
• Good interpersonal skills: ability to represent and promote the credit union through member groups and associations.
• Above-average verbal and written communication skills in English; communication skills in other languages desirable.
• Proven track record of success in developing and implementing successful member experience strategies.
• Strong analytical and problem-solving skills with the ability to analyze data and draw meaningful insights.
• Excellent communication, interpersonal, and presentation skills.
• Strong leadership, mentorship, and team-building skills.
• Ability to travel as needed to other Credit Union locations.
• Experience with customer success platforms and tools.
• Knowledge of relevant industry regulations and compliance requirements.

PHYSICAL REQUIREMENTS

• Ability to sit for long periods of time.
• Ability to use a computer for long periods of time.
• Ability to stand, twist, bend, squat, crawl, and climb.
• Ability to lift up to 25 pounds.
• Ability to drive a credit union vehicle.

QUALIFICATIONS

• Bachelor's degree preferred. A two-year college degree required.
• At least 5-8 years of related experience and/or training in a bank/credit union Call Center/E-Branch environment, with a minimum of three years of managerial experience
• Must have knowledge of bank/credit union policies, procedures, regulations, and industry practices

To be hired for this position the candidate must pass a drug screen and background check

TENCU is an Equal Opportunity Employer.

No recruiters please.