Job Opportunities API

Pay Range: $74,100 - $90,800  Remote Eligible: Hybrid We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See  https://www.cuofco.org/careers  for a high-level overview of our benefits package and bonus offerings.   General Purpose of the Position Responsible for ensuring all interactions within the Member Experience Center (MXC) align with our service standards and code of conduct to create a best-in-class member experience. Leads a team dedicated to assisting members with general services  including transfers, payments, and questions. Collaborates closely with Branch Operations and peer supervisors, making recommendations for process improvements or system enhancements for stakeholders.  Ensures effective and efficient service delivery in alignment with organizational standards to MXC employees and our members.    Enhances the team’s knowledge of all of our accounts and loan products and services through regular training.  Ensures that established policies and procedures are followed.  Ensures  prompt and professional service to members and prospective members, while continuously  identifying  and implementing strategies to enhance service delivery and operational efficiency. Assumes the responsibilities and duties of the department manager when  required . Performs various department functions as  required .   ESSENTIAL DUTIES AND RESPONSIBILITIES  (includes the following).  May perform other duties as requested or assigned.     Leads a dynamic team that specializes in  general questions , loan payments, transfers, and branch appointments.   Ensures  efficient operations, exceptional customer service, and compliance with regulatory standards. Collaborates with  Branch Operations ,  peer MXC supervisors,  and other internal stakeholders  for process  or system enhancements .   Fosters a collaborative and positive work environment that encourages teamwork, innovation, and continuous improvement .      Assists  with the orientation of new employees  by  coordinating training plans with the Quality  Assurance  Supervisor . Ensures employees have the  appropriate tools  and resources to be successful.    Teaches team members role expectations to ensure optimal performance on a variety of systems and service channels when coaching employees to actively identify products and services that meet the members’ needs.   Tracks individual progress  in accordance with  department metrics  and conducts performance appraisals. Formulates and implements corrective actions as needed. Supports  creative action plans for  individuals with development plans and professional goals.    Facilitates department, team, and one-on-one meetings, as well as coaching sessions and huddles, to communicate policies, procedures, business goals, training, organization updates, and individual/team metrics.   A ct s  as a “champion of change” within the  department and organization by  assisting  team members in understanding and embracing change by clearly communicating its benefits  to the business needs.      Assesses and evaluates Member Advocate’s professional  performance  including technical accuracy and alignment to credit union policies /procedures  through various communication channels as part of the quality monitoring program.    Optimizes  efficiency with a single-point