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Member Connections Manager

December 13, 2024

Community CU is hiring a Member Connections Manager at its Lewiston location.

As a key member of the Leadership Team, the Member Connections Manager leads the credit union’s efforts in fostering long-term, supportive relationships with our members. This position oversees the team responsible for providing consistent and high-quality member support, ensuring that members remain engaged and well-supported through every stage of their financial journey. The Member Connections Manager is responsible for managing both the contact center and collections, focusing on quality interactions, operational efficiency, and compliance.

Essential Functions & Responsibilities:

  • Leadership in Member Connections. Oversee and manage all member interactions across channels to ensure compliance, efficiency, and consistency. Continuously refine processes to enhance the quality and effectiveness of ongoing member support and engagement.
  • Collections and Risk Management. Ensure adherence to established collection strategies, policies, and procedures, managing risk while supporting members through sensitive financial situations. Oversee risk mitigation related to debit and credit card programs, including Instant Issue, to ensure safe and efficient account management.
  • Digital Banking and Service Strategy Implementation. Develop and oversee strategies for digital banking and member support channels including an omnichannel contact center to ensure accessibility, convenience, and security in line with member expectations.
  • Process Improvement and Operational Oversight. Identify and implement process improvements to enhance member experience and operational effectiveness. Oversee and monitor operational changes to ensure optimal performance and member satisfaction.
  • Member Experience Quality Assurance. Set and maintain high standards for member experience across all service touchpoints. Monitor performance, address any service challenges, and implement improvements to ensure members feel supported and valued.
  • Team Development and Performance Management. Lead, mentor, and develop the Member Connections team, which includes both contact center and collections staff. Conduct performance evaluations, provide coaching, and manage personnel actions to foster a positive, member-focused environment.
  • Serves in a backup capacity and as support to Member Solutions Specialists and Member Service Specialist.
  • Performs other related duties as assigned.

Performance Measurements:

  • Perform all duties of a Member Solutions Specialist and Member Service Specialist in a back-up capacity.
  • To coordinate all digital service and card programs. Communicate new programs and changes. Monitor risk of the cards program.
  • Ensure credit union is in compliance with all Collection functions. Monitor risk as deemed appropriate and make recommendations to further mitigate risk for the credit union.
  • Maintain a cohesive, highly trained and motivated staff, sufficient to meet needs of members and member service expectations.
  • Provide informed, professional and accurate service and support to all members and associates.
  • Assign, direct, coordinate and review work of the Member Solutions Specialist and Member Services Specialists as it relates to Member Connections.
  • Note observations of employee performance and document such, as well as, to give and receive feedback from employees, including annual performance evaluations.
  • Assist in the training of new employees as directed.
  • Provide problem solving for employees as it relates to Member Connections.
  • Services, card services and troubleshooting member issues. Recommend and implement changes as identified and instructed.
  • Ensure credit union is in compliance with all Member Connection functions. Monitor risk as deemed appropriate and make recommendations to further mitigate risk for the credit union.
  • Promote a service and sales culture for the branch. Coach and develop employees to nurture relationships with members and identify cross sales opportunities to become our member’s primary financial institution.
  • Ensure set digital banking, card and collection strategies, policies and procedures are being adhered to.
  • Support and demonstrate commitment to the credit union’s mission, vision and value statements; cultural charter and member experience expectations.

Requirements:

  • Three years to five years of similar or related experience.
  • (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.
  • Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.
  • Must have good communication, time management, and organizational skills.
  • Position is eligible for periodic work-from-home privileges.

Benefits:

Community CU offers competitive compensation and a benefit package including:

  • Health, dental, vision, life, and disability insurance
  • Vacation and sick time
  • 401(k) plan with company matching
  • Tuition assistance

Equal Opportunity Employer

Apply:

Applicants may email their application/resume to hr@communitycreditunion.com.