Allegacy Federal Credit Union Employee Job Description Job Title: Director of Member Care Reports To: Chief Operating Officer (COO) Role Accountability At Allegacy, there's a common thread that runs through all of us. It's our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this role will be responsible for the management of the Member Care department to ensure exceptional service delivery to all credit union members. This role involves developing and implementing strategies to enhance member satisfaction, loyalty, and engagement. The Director will oversee a team of Member Care Representatives and Digital Services Representatives, working closely with other departments to ensure a seamless member experience. This role encompasses both traditional contact center operations and digital delivery support. Nature and Scope The Director of Member Care is responsible for the oversight of the Member Care team, ensuring that members' needs are met by providing exceptional internal and external service aligned with organizational service goals. The incumbent will work with other department leaders to seek ways to continuously improve operational performance. The Director will strive to increase capability development of team members through use of educational materials, periodicals, classes /certifications and conferences. Specific Accountabilities
- Develops each employee to their highest potential to support the success of the departmental structure by identifying individual strengths and areas for improvement to appropriately coach and mentor employees' performance.
- Demonstrates enthusiastic support of corporate mission, core values and long-term objectives. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
- Sets clear performance expectations and provide regular feedback and coaching and leads, mentors, and develops the Member Care team to achieve high performance and professional growth.
- Fosters a positive and collaborative team environment.
- Develops and implements strategies to enhance member satisfaction and loyalty with a focus on smooth and efficient service delivery, and care.
- Monitor and analyze member feedback to identify areas for improvement and standardization to improve workflow, reduce costs, enhance member service and increase productivity.
- Ensure all member interactions, both in traditional contact center and digital channels, are handled professionally and efficiently.
- Communicate effectively and work closely with other departments to ensure a seamless member experience. Empowers and fosters staff to establish and maintain strong working relationships with internal and external partners ensuring a collaborative approach to efficient service and support delivery.
- Leads staff to identify opportunities for continuous improvement within our service and support delivery model and therefore enabling staff to realize how he/she individually contributes to the organization's annual operating plan.
- Leads change by demonstrating enthusiasm and commitment to change processes, ensuring the desired result of change is communicated to staff driving an improved employee experience and organizational alignment.
- Develops and maintains policies and procedures to ensure compliance with regulatory requirements and industry best practices.
- Leads and oversees development of service level standards and engages in ongoing monitoring to ensure established standards are met or exceeded.
- Develops, monitors and controls budget functions and resource management to achieve financial objectives.
- Partners with internal resources to support and drive product development and enhancements to meet organizational goals, including but not limited to development, implementation and testing, as well as provide information that may affect the present and future planning.
- Collaborates with senior management to develop and execute the credit union's strategic plan.
- Stay informed about industry trends and best practices to identify opportunities for innovation and improvement in member service and ensure that the credit union remains competitive.
- Represent the credit union at industry events and conferences.
- Perform other duties as needed to support the organization.
Requirements Knowledge, Skills and Abilities Working knowledge of commercial and consumer loan documentation, legal counsel prepared loan documents and related compliance/regulatory guidelines. Working knowledge of post origination support functions and regulations Excellent communication skills, ability to simultaneously manage multiple projects in a fast-paced environment, maintain confidentiality, exhibit excellent organizational skills and attention to details. Analysis, critical-thinking and problem-solving skills to evaluate processes and systems, identify opportunities and develop solutions driving efficiencies. Ability to collaborate cross functionally and think strategically to guide development of our services and support model Understanding of Allegacy's product, services and policies and procedures. Ability to foster a cooperative work and employee development environment; demonstrate performance management skills. Microsoft Suite skills required; data mining tools preferred. Managerial, operational, and key internal controls, including development and documentation of ongoing process flows. Education and Experience Bachelor's degree from a four-year college or university preferred 5 - 7 years of lending experience, commercial loan processing experience preferred 4 or more years of management experience in a credit union environment or equivalent combination of education, experience, and management experience.