Manager of Member Experience Center

At Beehive FCU, our common goal is to nurture our most valued asset: the friendships we have with our members. We are here to help--it's the only reason we exist. We believe we have the power to help our members with some of the most important, most difficult, and most rewarding endeavors in their lives.

Our success starts with creative and caring individuals who work together to bring superior service to our members. We hire only the best and brightest, give them a great place to work, and provide an excellent benefits package.

If you are someone who is passionate about helping people with real life needs, then Beehive FCU may be the place for you.

Beehive Federal Credit Union is seeking a Manager of Member Experience Center to work in our Administration Building in Rexburg,  position is directly oversees the success of the credit union's Call Center and Digital Branch. This is a full time, exempt position expected to work 40 hours per week, Monday through Friday with occasional evenings and Saturdays. The expected pay is $85,882.56 per year, DOE.

• Develops and executes strategic plans for the Member Experience Center and Digital Branch by establishing departmental goals, performance standards, and key performance indicators.
• Directs daily operations of the Member Experience Center and Digital Branch. Ensures a consistent, high-quality member experience across all service channels by resolving escalated member concerns in a timely and professional manner.
• Ensures consistency with the adoption of digital banking platforms, CRM systems, and omnichannel communication tools.
• Leads, coaches, and manages assistant managers, team leads, and contact center employees by recruiting, hiring, training, and retaining qualified staff ; conducting performance evaluations and implementing corrective or developmental actions as needed.
• Performs other duties as assigned and performs all duties in compliance with the Bank Secrecy Act. Works at or attends community events as assigned. Strives in all that they do to enhance the member experience at BFCU, including actively engaging in needs-based cross-servicing.

• Three to five years of similar or related experience.
• A minimum of one of the following: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job.
• Must have good communications skills for dealing with members and training call center employees. Excellent tenkey calculator and computer skills required, including accuracy with numbers and names.

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management.

Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Must be able to routinely perform work indoors in climate-controlled office with minimal noise.

Full-time employee benefits include paid holidays; employer sponsored 401(k) retirement plan including 2% company match and 9% profit sharing; health, vision, and dental insurance with 95% employer paid premium and 65% employer paid premium for families; employer paid life insurance; plus the opportunity to work in an excellent team-oriented environment. You'll love working at Beehive!

Beehive Federal Credit Union is a member-owned, not-for-profit organization founded in 1960. Headquartered in Rexburg, Idaho, Beehive is a full-service credit union serving members and employees of The Church of Jesus Christ of Latter-day Saints nationwide. Branches are located in Rexburg, Rigby, Idaho Falls, and Meridian, Idaho. Beehive Federal Credit Union is an Equal Opportunity/Affirmative Action Employer of Females/Minorities/Vets/Disability.