Easter Seals Jobs

TEN Credit Union exists to care for the lives of our employees, member, families, and communities. We care by putting people before profit, relationships before fees, families before timecards, and community trust before growth.

While we are serious about our mission, we do not take ourselves too seriously. We are a team that values creativity, collaboration, and above all fun!

We are looking for an

AVP of Member Experienceto join our Main office location. Hours are Monday - Friday, 8:00 AM-5:00 PM.

Day-to-Day Job Duties:

The Assistant Vice President of Member Experience has a critical leadership role in overseeing and optimizing the entire member journey. This role will lead a high-performing team to deliver exceptional member experiences across all touchpoints, driving engagement and loyalty, and ultimately achieving key membership goals.

BENEFITS

We are proud to offer competitive wages and an extensive benefits package including employer paid medical, dental, vision, basic life and ADandD, long-term and short-term disability for all employees(additional coverage for family members may be selected at the expense of the employee).We also offer a 401K Defined Contribution Plan with a generous employer match up to 7%, and eleven (11) paid holidays! Visit our careers page to learn more at

https://www.tencu.com/about-us/careers.html

Duties/Responsibilities

The following duties are normal for this position but should not be interpreted as all-inclusive. Other duties may be required and assigned.

• Effectively coordinates the flow of work through the departments supervised.
• Plan, direct, supervise, and evaluate Call Center, Plastics, and Video Ba nking workflow.
• Monitor staff performance in relation to the department and individual goals.
• Respond to and effectively resolve escalated member services issues.
• Effectively manages staff through regular coaching, counseling, and mentoring.
• Establishes all department productivity and member service goals for everyone based on the department's goals.
• Monitors productivity goals for the staff, including, but not limited to, average talk time, abandon call rate percentages, average speed to answer, and the number of calls taken.
• Monitors employee calls to ensure quality member services.
• Ensures that all Call Center and Video Banking telephone equipment is working properly; reports any equipment issues to the VP of IT immediately.
• Regularly reviews call volume and determines if appropriate coverage exists for peak call periods; adjusts work schedule to ensure the proper employee coverage.
• Develop and implement service strategies that meet/exceed organizational quality service standards.
• Regularly meets or exceeds the Call Center service and productivity goals established by the Chief Operations Officer (COO).
• Complete monthly, quarterly, and annual departmental reports for senior management's review and review them for accuracy and completeness.
• Develop and implement a comprehensive member experience strategy aligned with organizational goals and market trends.
• Define and measure key performance indicators (KPIs) related to member satisfaction, engagement, retention, and acquisition.
• Review member surveys and feedback received; analyze data to identify areas for improvement; discuss findings with staff.
• Leverage data and insights to personalize the member experience and anticipate member needs.
• Effectively delegate and empower team members and provide regular feedback and coaching.
• Design and optimize the member onboarding process to ensure a smooth and positive initial experience.
• Develop and implement innovative programs and initiatives to enhance member engagement and retention.
• Collaborate effectively with marketing, product, sales, and other departments to ensure a seamless and consistent member experience.
• Develop, implement, and mai tain an outbound call program that supports sales and marketing campaigns.
• Possesses thorough knowledge of Credit Union products, services, policies, and procedures.
• Regularly review Call Center and Video Banking tasks to effectively streamline them, create efficiencies and process improvements while maintaining a focus on quality member service.
• Conduct regular staff meetings communicating organizational, operational, and service information.

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``` - Conducts weekly service meetings that review department productivity results to departmental productivity goals. - Complies with all Bank Secrecy Act (BSA) regulations and standards and attends all required BSA training.

Maintain fraud