Director of Member Experience IDB IIC FCU Member Services and Marketing Departments Job Description Objective Full time/exempt position Reports to the CEO Location: Washington, DC Reporting to the Chief Executive Officer (CEO), the Director of Member Experience will play a critical role in serving as the advocate for the members of the Credit Union through the development of products and strategies for IDB IIC Federal Credit Union. As a member of the Management Team, the Director of Member Experience will also serve as the Acting COO and will assist the CEO as a strategic financial partner in the management of the Credit Union. The Director of Member Experience is a position for an individual who is interested in becoming the Chief Operating Officer (COO), but may not have proven experience with all the responsibilities below. Position Description The Director of Member Experience is responsible for leading and managing a comprehensive array of business units including Member Services (front line branch and back office) and Marketing while promoting service excellence. The position plays a pivotal role in overseeing and directing aspects of the Credit Union Services and Delivery, branch operations and training achieving the Credit Union s long term objective of serving our members. The Director of Member Experience must be member oriented, have strong leadership skills and possess the ability to guide and inspire outstanding performance. This position will be a part of a dynamic leadership team and will be responsible for contributing to the development, implementation and administration of the Credit Union s strategic goals and objectives. Reporting directly to the CEO and attending meetings with the Board of Directors and Committees, as assigned by the CEO, the ideal candidate will be collaborative, have a high level of professionalism, and excellent verbal and written communication skills. The successful candidate will be able to translate our vision of increased reach, impact, and community development leadership into meaningful and measurable actions. Through ownership, collaboration and innovation, and guided by our mission, this position provides Last Reviewed: 06/14/2017 Page 1 of 5
leadership, management, and vision necessary to ensure the institution has proper operational controls and people systems in place to ensure operation efficiency. General Responsibilities Builds differentiated member experience that strengthens existing relationships and creates new ones; Champions staff and member engagement through effective leadership and excellent people skills; Grows and expands electronic access channels and brand equity; Integrates education into delivery of transactional services; Manages staff levels to ensure that they attain member service goals; Manages Branch Manager, Back Office Member Services Manager, and Marketing Manager; Promotes cross selling efforts to meet target goals among front line positions; Ensures that the back office member services team reaches target goals; Provides operational support for Service Delivery; Ensures efficient and effective marketing, advertising and promotional planning through the Marketing department; Implements a strong culture of service delivery and sales in a highly professional manner. Maintains, develops, and/or oversees policy development for functional areas of responsibility. Stays current on the knowledge of trends in the broader credit union market for member solutions, products, innovation, technology, etc. in order to bring fresh and innovative ideas so that the Credit Union may best serve its members. Specific Responsibilities Member Services 1. Develops and implements member service programs (except loans) of the Credit Union. This responsibility includes, but is not limited to: a) Promoting Credit Union membership and services directly to potential and current members; b) Evaluating opportunities for new or revised noncredit services for review by the CEO; and c) Monitoring products and services of competing financial institutions and proposing modifications to Credit Union services as necessary. 2. Supervises delivery of services (except loans) to members to meet the following objectives: a) Member transactions are processed quickly and accurately; Last Reviewed: 06/14/2017 Page 2 of 5
b) Member inquiries are answered promptly and completely; and c) Member transactions are kept confidential. 3. Investigates and resolves member complaints in coordination with appropriate Credit Union management personnel. 4. Approves member disbursements and signs checks within established limits. 5. Trains and supervises employees in proper service techniques to maximize member satisfaction with and utilization of the Credit Union as their primary financial institution. 6. Recommends new and revised operating procedures to the CEO to meet the following objectives: a) Credit Union assets and information are properly protected; b) Member files and records are complete and up to date; and c) All activities are conducted in compliance with statutes, regulatory requirements and Board of Directors resolutions. 7. Promotes cross selling efforts with target goals. 8. Oversees back office member services team for achieving service delivery standards. 9. Serves as Membership Officer to oversee the approval processes of new members. 10. Provides support, coaching, and motivation to foster excellence in the Member Services Teams. 11. Works collaboratively with the front and back office managers to identify areas of improvement, as well as corrective action plans. Specific Responsibilities Marketing 10. Oversees development of the annual Marketing Plan and detailed budget to accomplish marketing objectives. Ensures that marketing is working collaboratively with function departments and teams to support organizational goals and departmental objectives. Maintains approval control over marketing expenditures versus budget. 11. Directs daily marketing activities in accordance with the approved Marketing Plan. 12. Develops alternative distribution methods for promoting the organization and its services. 13. Organizes public relations functions in conjunction with the Marketing Manager. 14. Serves as liaison with members, sponsors and community groups to support the marketing effort. Responds to inquiries about marketing issues. 15. Identifies, analyzes and recommends solutions to problems and opportunities within existing product line and/or service mix. 16. Oversees the design and production of Marketing Team s marketing materials including: newsletters, inserts, electronic and print advertising, annual report and point of sale materials. Ensures that documents distributed to members are (i) consistent with Credit Union's image and (ii) translated accurately into Spanish (if applicable). Last Reviewed: 06/14/2017 Page 3 of 5
Other 17. Makes recommendations for out sourcing of specific marketing services as necessary. Supervises and coordinates with approved vendors. 18. Oversees the design, development, editing and maintenance of Credit Union website. 19. Directs the membership education program to advance member and potential member awareness of the Credit Union's product line and membership advantages. 20. Keeps staff informed about current and planned marketing efforts. Monitors staff participation in marketing programs and recommends training/incentives as required. 21. Oversees research with members to identify needed additions or changes to products and services. Reviews and analyzes the results of promotional campaigns and works collaborative with teammates to design current and future campaigns. 22. Gathers and analyzes information from competitors to determine impact on Credit Union services. Uses data to measure (i) potential demand and (ii) competitiveness of Credit Union products and services. 23. Conducts performance evaluations of subordinates, gives feedback and maintains effective two way communication with employees. 24. Serves as member of the Investment Committee. 25. Performs other related duties as assigned by the CEO. Required Skills and Experience An energetic, forward thinking and creative leader with the ability to drive innovation, specifically in regards to service technology, in member delivery in the areas of sales and service. A decisive individual who possesses a strategic focus, as well as, an operational and detail oriented perspective. Qualified candidates must be able to use a collaborative management style that promotes effective communication and teamwork. Ideal candidate will have several years of progressive experience leading to management at a bank or credit union. Must collaborate with the Senior Management team to develop and implement plans to enhance the member experience and accommodate the strategic objectives of the organization. This individual will make actionable and strategic recommendations to the CEO and senior leadership team. This individual will ensure the delivery of the Credit Union s service culture through the branch, community education, membership development and be directly responsible for the sales cycle. Solid focus on understanding our members; the knowledge, skills and ability to seize marketdriven opportunity, master change and foster staff development through, mentoring, coaching, and modeling of IDB IIC FCU s core values. The candidate will manage departments and programs to minimize risk to the organization and maximize staff efficiency through use of technology. Last Reviewed: 06/14/2017 Page 4 of 5
Lead a team of sales and service professionals to meet and exceed sales goals and service targets. Additionally, the candidate will ensure each department s operational excellence and maintain the highest level of member service resulting in a memorable member experience. Master s degree in business or related field is strongly preferred for this position and is required to progress to the COO role. Demonstrated knowledge of principles of management and administration. Proven leadership ability with strong personnel development experience. Excellent oral, written and presentation skills. Proficient technology skills. Demonstrated background leading and managing critical projects. Bilingual in Spanish and English. Last Reviewed: 06/14/2017 Page 5 of 5