Chief Member Experience officer
Department
Operations
Reports To
EVP
Pay Classification
Salary
FLSA Status
Exempt
Summary
To assist the credit union in achieving its mission statement, " PFCU WILL DELIVER FINANCIAL WELL-BEING WITH VALUE, CONVENIENCE AND EXCEPTIONAL SERVICE," the Chief Member Experience Officer is responsible for planning, directing, and executing the full scope of the member experience strategy to align with PFCU's strategic objectives. In this role, the Chief Member Experience Officer will oversee all member-facing departments, including, branch operations, contact center, ITM department, and facility operations to ensure a consistent, member-centric experience through all PFCU delivery channels. Support, model & adhere to PFCU's Service Standards as outlined in My MARC. This position is REQUIRED to come into the Portland headquarter location twice a week no matter the employees home branch location.
Essential Functions, Duties, & Responsibilities
• Develop, implement and monitor member experience key metrics to meet organizational objectives and goals by ensuring that branch operations, call center, and the ITM service center upholds PFCU's mission, vision and business model to achieve member service excellence.
• Provide strategic leadership for the credit union and work with other executive level team members to develop and implement long-range goals, strategies, plans and policies.
• Monitor member feedback surveys and other member experience key indicators to drive member experience strategy.
• Stays abreast of industry trends and changes in relation to products and services to remain competitive in the market.
• Serves as PFCU's Physical Security Officer.
• Oversees facility management to ensure that PFCU's maintains buildings that are in good repair and meeting leadership and member expectations.
• Understands regulatory compliance including all applicable consumer laws. Effectively develops, implements, and updates policies and procedures relating to credit union operations. Cooperates with internal and external compliance audits as well as State of Michigan and NCUA examination procedures.
• Sponsor operational projects affecting member experience; including branch construction projects, product and/or service enhancement or implementation, and other system enhancements. Work with Project Manager to ensure projects deadlines are met.
• Assist with the recruitment and selection of quality applicants for vacancies, ensuring that the credit union is adequately staffed with competent employees.
• Ensure vendor due diligence and risk assessment process is completed in a timely manner and all documentation is up-to-date.
• Provide leadership level consultation in the areas of coaching, employee growth & development and performance management.
• Provide leadership oversight for VP of Operations (East and West Region), VP of Member Experience, and Facilities Manager.
• Meet with VP of Branch Operations (East and West Region), VP of Member Experience and Facilities Manager on a monthly basis to provide customized coaching and mentorship in the area of performance. Set goals and assist employee to develop plans for continual growth and success within their position. Document coaching and other performance related conversations in PFCU's performance management software.
• Monitor employees' performance; conduct performance appraisals in a timely manner; provides encouragement and recognition for outstanding performance.
• Manage and oversee annual budget for the member operations department, while maximizing return on expenditure and eliminating unnecessary costs.
• Communicate properly with all employees to ensure positive and clear understanding of the credit union goals and direction.
• Seek training opportunities to develop or enhance through training, conferences, reading etc. Willingly participate in and attend educational functions and meetings as requested by management.
• Perform all other duties as assigned.
Regulatory Compliance
Follows regulatory and policy compliance requirements which would include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Red Flag and Anti-Money Laundering (AML) Regulations, and other compliance related policies.
Confidentiality
This position requires maintaining confidentiality with regard to non-public information about our members, employees and the Credit Union. We must protect the confidentiality of member information. Financial transactions are confidential and private. With account access, employees are to handle member information responsibly and confidentially.
Security
To ensure the safety and security of all employees, employees must follow all security policies and procedures at all times. Security is the responsibility of all employees.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education Requirements
Bachelor's Degree in Management, Business Administration or similar field is preferred. A combination of education and experience will be considered in lieu of Bachelor's Degree.
Work Experience
Eight to ten years of increasingly responsible experience in the financial industry or similar field, with a minimum of five years of experience in a leadership capacity.
Language Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, employees, clients, members, and the general public.
Mathematical Skills
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Must have the capability to deal with problems involving concrete variables in standardized and non-standardized situations.
Other Skills & Abilities
• Ability to facilitate group meetings.
• Knowledgeable about the credit union system, its structure, common language and acronyms, philosophy and the credit union's mission and service standards.
• Knowledge of personal computers, networks, operating systems and productivity software such as: Microsoft Excel, Word and PowerPoint.
• Excellent knowledge of the credit union's core system.
• Excellent working knowledge of the forms and documentation used by the credit union.
• Strong knowledge of credit union products and services.
• Comfortable interacting with and presenting to all levels of management
• Positive team-oriented attitude and excellent leadership skills
• Excellent written and verbal communication skills.
• Knowledge of Credit Union and/or financial products.
• Excellent understanding of the Credit Union departments and procedures.
• Punctual, self-motivated, confident and accurate.
• Excellent communication and interpersonal skills both written and verbal.
• Ability to stay calm under pressure.
• Professional attitude; supportive of management.
• Neat and professional in appearance and dress.
• Ability to create good word of mouth; proven ability to effectively refer products and services.
• Ability to operate related computer applications and other business equipment including adding machine, typewriter, copy machine, computer and telephone.
• Good typing skills.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, and feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk and stand. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in work environment is usually moderate. While performing the duties of this job, the employee occasionally works near moving mechanical parts, and is occasionally exposed to risk of electrical shock.
Mental Demands
The employee is frequently required to use alertness, precision, resourcefulness, problem solving, numeric calculations, persuasiveness, auditory perception, memory, creativity, judgment, writing ability, reading ability, reasoning, imagination, patience, visual perception, comparing, and analyzing.
Intent & Functions of Position Descriptions
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff or termination decisions. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act (ADA), 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 pose an undue hardship on the Credit Union. Job descriptions are not intended and do not create employment contracts. The Credit Union maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
