Credit Union:

Rogue Credit Union


Medford, OR



Job Description:

Department: Member Relations Grade: 14
Reports To: Vice President of Member Service Centers Classification: Exempt
Supervises Direct: 0 Supervises Indirect: 0
Approved By: Chief Operations Officer Effective Date: 09/08/2021
    Revised Date: 09/08/2021
Creates a passion for the Credit Union’s agreed upon Vision, Mission, and Values. Guides assigned divisions to disciplined execution of organizational objectives. Inspires loyalty and directs exceptional member experiences through digital channels and projects throughout the Credit Union. Serves the Credit Union staff and peers as a trusted adviser, respected colleague, and catalyst for organizational success. Positively supports our community and credit union movement through dedication of time and talents. Responsible for defining channel strategies, fostering an environment of member service that promotes active member participation, as well as the achievement of operational excellence, metrics and team goals.
Essential Functions & Responsibilities:
E 25% Works with the Credit Union’s leadership to develop and execute the digital strategy that is in alignment with achieving organizational goals and objectives. Works with the Credit Union’s Focus Team to builds and executes a digital roadmap that creates seamless experiences across channels for members, define channel strategies for the digital, channel and systems that support member service digitally.
E 25% Works with the team to identify, propose and implement process improvements and efficiencies through digital channels to align people, process and technology to achieve exceptional experiences. Works with the team to configure the user experience of the Digital Systems to meet the needs of the employees while providing the members with exceptional experiences. Utilizes effective change management to ensure stakeholders are included in any system changes. Evaluates digital systems for operational effectiveness and incorporates updates to improve efficiencies for the overall member experience.
E 25% Ensures that assigned areas rigorously pursue and achieve objectives, goals and scorecard metrics as outlined in the Strategic Business Plan or as assigned. Consistently leverages data and analytics to have a strong understanding of assigned areas to make decisions and strategic recommendations. Maintains an expectation of operational excellence to ensure exceptional experiences are consistently upheld across all areas of oversight. Oversees the management digital service delivery systems maintaining adequate uptime for members.
E 15% Proactively develops digital delivery options to serve the needs of our members today and in the future. Establishes and maintains foundational and operational excellence in digital delivery products and services that build trust with our members. Ensures the basic and enhanced functionality design of digital delivery products and services continue to work post-implementation.
E 5% Stays current on applicable regulations, credit union guidelines, operational controls, safety measures, service, and security procedures to ensure compliance throughout assigned areas of the Credit Union. Encourages active understanding of regulations and credit union guidelines among staff. In conjunction with Facilities and Security, maintains the appearance, maintenance, and security of the departments assigned.
N 5% Proactively performs other related duties as required.
Performance Measurements:
1. Supports and practices Rogue’s Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue’s community involvement.
2. Provides recommendations with direction to management, based on current research data and the Credit Union Strategic Business Plan.
3. Demonstrates our Mission, Vision, and Values by providing proactive friendly, professional, and accurate service and support to all visitors, members, and staff.
4. Meets or exceeds the minimum established departmental, team, and personal goals to assist in meeting the Credit Union goals. Accomplishes all assigned projects according to policy and procedures, keeping management informed of any critical areas.
5. Completes accurate performance reviews within the prescribed time frame.
6. Accomplishes all assigned projects according to policy and procedures, keeping management informed of any critical areas.
7. Demonstrates continual learning in pursuit of professional development that aligns with the requirements of the position and credit union as they evolve.
8. Provides leadership in the community and Credit Union Movement through active participation in one or more service clubs, committees, and charitable organizations.
Knowledge and Skills:
Experience Five years to eight years of similar or related experience.
Education Equivalent to a college degree (BS or BA in a relevant field).
Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. 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.
Other Skills High level management and personnel development skills. Strong networking skills with ability to build rapport. Critical thinking skills with the ability to make recommendations. Ability to hire a team capable of building trust and credibility in new markets. Excellent time management and organizational skills. Must be a self-starter. Strong problem resolution skills and resourceful. Must be bondable. A valid driver’s license is required.
Physical Requirements Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more. Ability to drive a motor vehicle or arrange for own transportation.
Work Environment This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the Credit Union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all Credit Union regions may be required.
Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.
Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.
Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7577 or email
This Job Description is not a complete statement of all duties and responsibilities comprising the position.