Director of Member Engagement & Delivery

The Director of Member Engagement & Delivery provides the leadership, management and vision necessary to optimize the Member experience as it relates to the Member journey throughout all areas of the Credit Union.

Duties/Responsibilities:

· Direct leadership responsibility of physical and digital branch entities and the Contact Center.

· Oversees the daily workflow of the branches and Contact Center in compliance with Credit Union policies and procedures.

· Provide leadership to the development, prioritization and strategic execution of Member growth, depth and retention.

· Maintain and apply a comprehensive knowledge and understanding of all Credit Union products, services, policies, and procedures.

· Make recommendations to optimize Credit Union products, services, policies, and procedures.

· Actively identify areas of improvement within the department while appropriately coaching, training or correcting employees’ performance, attitude, and behavior.

· Perform monthly meetings team to review performance, and to set objectives for the coming month(s).

· Oversees loan processing from the Contact Center 

· Ensure the Credit Union has the proper operational controls, administrative and reporting procedures and people systems in place to effectively grow the Credit Union and improve financial strength and operating efficiency. 

· 7 to 10 years of related experience in a financial institution overseeing customer service and sales teams, business development, marketing, marketing research, and strategy; or any combination of education and experience, which would provide an equivalent background. 

· Requires a BA or BS degree. Masters degree preferred.