Credit Union:
OCCU

Region: Eugene, Oregon

Type: Staff

Contact: Kim Antram

Closing: 2/29/2020

Job Description:

OCCU is looking for a Member Loyalty Manager to help evaluate and improve member experience. If you have matching experience, consider applying today!

The Member Loyalty Manager assists with planning, organizing and oversight of the department-wide operations and services that lead to member loyalty. They assist in providing leadership about member loyalty, in planning, managing, developing, organizing and evaluating usage of all Service Monitoring Systems including the Net Promoter Score (NPS) tool and manage activities to achieve OCCU goals and objectives. This position is also responsible for carrying out the successful delivery of NPS and Member Concern programs in a way that drives continuous improvement in policies, procedures and programs across the organization.

As a not-for-profit financial institution, we strive to provide remarkable value and unparalleled personal guidance with every interaction. We focus on member service, community involvement and providing value to our more than 165,000 members with every decision we make. In exchange for high levels of work performance, dedication and innovative thinking, we are committed to providing our employees with a challenging, fun, open and engaging work environment that motivates them to stay with us over the long haul. Benefits include a robust 401(k) program with employer match after 6 months; medical, vision and dental coverage that starts the month after hire; life insurance and much more. 

Location: Eugene, OR

Beginning Salary Range: $73,600 – $92,000 per year

To find out more about OCCU career opportunities, visit us at: https://www.myoccu.org/current-career-opportunities.   

If you want to apply directly to this opportunity, click here: https://myoccu.clearcompany.com/careers/jobs/d9506a7c-44d5-9bb9-1ab5-2b16976474a8/apply?source=1239882-CS-22573.

Job Responsibilities:

Functional Leadership:

  • Hire, schedule, develop, mentor, coach and assess team members. Oversee disciplinary action with the assistance of Human Resources (HR).
  • Ensure all assigned employees have a development plan in place.
  • Complete quarterly feedback meetings for all assigned employees.
  • Maintain a cohesive, highly trained and motivated staff to meet daily department demand and long-term organizational goals.
  • Drive constant improvement in both Employee Engagement Scores and Net Promoter Scores.
  • Play a positive role in the development and growth of assigned departmental staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.
  • Participate in the establishment of rolling departmental budgets and monitor performance to budget throughout the year.
  • Implement strategies to attain Member Loyalty goals and objectives, measure progress and implement adjustments as appropriate.
  • Assist in creating short and long-term goals and objectives for Member Loyalty.
  • Regularly assess and makes recommendations on how Branches and Departments across the organization work together to deliver Member Loyalty and drive changes in response to Member feedback.
  • Assist in budget preparation for the Member Loyalty Team and all service monitoring systems. Monitor and adjust for variances.

Program Management

  • Manage and collaborate to ensure effective interface among departments and branches and ensure that policies, programs, objectives, and goals are communicated and executed.
  • Assist in achievement of strategic goals related to Net Promoter and Member Loyalty within the Organization
  • Ensure creation of monthly and quarterly service reports.
  • Develop and update Member Loyalty and Net Promoter processes and procedures.
  • Review and identify cost effective and efficient utilization of OCCU resources.
  • Create routines and/or reporting that allows Branches and Departments to understand their Member Loyalty successes and actionable opportunities.
  • Manage, direct, and drive all service monitoring systems including the Member compliments/complaints escalation process.
  • Perform other duties as assigned.

Core Competencies:

  • Building member loyalty – Meet and exceed internal or external member expectations while cultivating relationships that secure commitment and trust. Key actions include enhancing the member’s self-esteem, clarifying the member situation, involving the member, taking the “HEAT,” meeting or exceeding needs and confirming satisfaction.
  • Building influential partnerships – Leverage relationships with internal and external partners to persuade key stakeholders to take action that will address members’ needs and advance sales. Key actions include seeking partnership opportunities, seeking to understand, making a compelling case, gaining commitment and demonstrating interpersonal sensitivity.
  • Building partnerships – Develop and leverage relationships within and across work groups to achieve results. Key actions include seeking opportunities to build relationships, clarifying shared goals, developing others’ and own ideas, facilitating agreement, supporting partners, involving others and maintaining and enhancing self-esteem.
  • Building trusting relationships – Use appropriate interpersonal styles to establish effective relationships with members and internal partners; interact with others in a way that promotes openness and trust and gives confidence in one’s intentions. Key actions include establishing relationships, helping others have personal win, reinforcing others’ self-worth and showing you can be trusted.
  • Coaching and developing others – Provide feedback, instruction and development guidance to help others excel in their current or future job responsibilities; plan and support the development of individual skills and abilities. Key actions include clarifying performance, providing timely feedback, conveying performance expectations and implications, evaluating misalignment, facilitating development and fostering developmental relationships.

Experience:

Three to five years relevant experience.

Education:

Bachelor’s degree or equivalent work experience required.

Physical Demands and Work Requirements:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical Demands: While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and to talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.
  • Work Environment: The noise level in the work environment is usually moderate.
  • Work Hours: This job can typically be done within a Monday through Friday schedule; however, based on events going on there will be times when evening and weekend work is required with little or no notice.

OCCU is an Equal Opportunity Employer


Education/Experience Required:

Experience:

Three to five years relevant experience.

Education:

Bachelor’s degree or equivalent work experience required.


Additional Comments:

To find out more about OCCU career opportunities, visit us at: https://www.myoccu.org/current-career-opportunities.   

If you want to apply directly to this opportunity, click here: https://myoccu.clearcompany.com/careers/jobs/d9506a7c-44d5-9bb9-1ab5-2b16976474a8/apply?source=1239882-CS-22573.