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Director of Member Experience

Company: Kalsee Credit Union
Location: Kalamazoo
Posted on: September 4, 2020

Job Description:

Job Description: pResponsible and accountable for the development, implementation, management and coordinated service, sales and experience of all KALSEE Credit Union retail branches. Provides leadership to all retail sales and service personnel by driving overall growth, profitability and compliance of credit union policies and procedures. Positively influence sales and service personnel and support staff in a manner that creates an engaged workforce and that creates an environment that fosters extraordinary member service in accordance with KALSEE's Core Values./pulliResponsible for the collective performance of branch sales and service staff. Includes oversight of Branch Managers, MSR/Loan Officers and Member Experience Representatives./liliWorks with branches and provides coaching, mentorship and guidance in how to create extraordinary member service (includes but not limited to: front-line, lending, building, grounds and lobby aesthetics)./liliCreates monthly and annual sales and service plans that correspond with KALSEE's strategic initiatives and goals along with the completion of monthly and annual expectations./liliMonitors, evaluates, tracks and coaches' staff to meet and/or exceed all goal expectations./liliSuccessfully implements and executes sales and service goals across all retail teams. Collaborates with direct reports to build goals, plans and strategies for achieving goals./liliEnsures consistent adherence to operational and KALSEE policies and procedures. Review and recommend changes to policies and procedures (sample scenarios include - create greater efficiency and/or consistency, eliminates internal and/or member pain points, continuous improvement)./liliPeriodically observes member interactions to ensure staff are maximizing each opportunity to deepen relationships./liliWorks directly with third party vendor to coordinate and analyze results of mystery shops and evaluations. Holds staff accountable for adherence to non-negotiables./liliConsistently drives team to live the credit union's core values and to create an environment and experience that sets KALSEE apart from other employers and financial institutions./liliParticipate in the hiring and selection process of all retail outlets./liliMaintain an up-to-date and comprehensive knowledge of all products amp; services, core system functions and industry trends amp; processes./liliExemplify the credit union's mission, vision, and values./liliMonitor branch transaction volume and productivity to ensure quality of service./liliConduct needs assessment of branch staff, equipment, and facilities to advise COO of additional needs./liliPrepare, implement, and assist branch management with the creation of annual budgets. Ensure reconciliation to approved branch budgets./liliAssist with establishing and maintaining branch security./liliInvestigate and reconcile members' escalated questions and concerns regarding branch services. Evaluate and proactively remedy any service trends that impact extraordinary member service./liliEnsure all internal/external audit and compliance procedures are followed. Perform audits to ensure compliance (e.g., BSA, surprise cash counts, loan file)./liliAutopsy branch staff interactions and files to identify missed opportunities./liliAdhere to all credit union policies, procedures and requirements including all applicable state, federal and local laws, and regulations./liliComplete projects by stated deadlines and meet/exceed goals./liliCreate and promote a positive and professional image on one's self and the credit union./liliMaintains compliance with federal, state, and local regulations concerning employment./liliReview all activities for compliance with established policies, procedures, and regulations. Regulations include but are not limited to: Bank Secrecy Act / Anti-Money Laundering / Office of Foreign Assets Control regulations./liliParticipate in annual training as required by the BSA/OFAC Compliance Officer/liliPerform other duties as required and assigned/li/ulp /pimg src=

Keywords: Kalsee Credit Union, Kalamazoo , Director of Member Experience, Executive , Kalamazoo, Michigan

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