Chief Member Experience Officer

Description

Department

Operations

Reports To

EVP

Pay Classification

Salary

FLSA Status

Exempt

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.

• 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.

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…