Beehive Federal Credit Union ยท 1 day ago
Manager of Member Experience Center
Rexburg,ID,US
Full-time
Onsite
Mid Level
$86K/yr - $86K/yr
3+ years expBeehive Federal Credit Union is a member-owned credit union dedicated to providing superior service to its members. They are seeking a Manager of Member Experience Center to oversee the Call Center and Digital Branch, ensuring a high-quality member experience and managing staff performance.
BankingCreditFinancial ServicesInsuranceLending
Responsibilities
Develops and executes strategic plans for the Member Experience Center and Digital Branch by establishing departmental goals, performance standards, and key performance indicators
Directs daily operations of the Member Experience Center and Digital Branch. Ensures a consistent, high-quality member experience across all service channels by resolving escalated member concerns in a timely and professional manner
Ensures consistency with the adoption of digital banking platforms, CRM systems, and omnichannel communication tools
Leads, coaches, and manages assistant managers, team leads, and contact center employees by recruiting, hiring, training, and retaining qualified staff ; conducting performance evaluations and implementing corrective or developmental actions as needed
Performs other duties as assigned and performs all duties in compliance with the Bank Secrecy Act. Works at or attends community events as assigned. Strives in all that they do to enhance the member experience at BFCU, including actively engaging in needs-based cross-servicing
Qualification
Required
Three to five years of similar or related experience
A minimum of one of the following: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job
Must have good communications skills for dealing with members and training call center employees
Excellent tenkey calculator and computer skills required, including accuracy with numbers and names
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 50 lbs
Must be capable of climbing / descending stairs in emergency situation
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator
Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary
Must be able to work extended hours whenever required or requested by management
Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities
Must be capable of regular, reliable and timely attendance
Must be able to routinely perform work indoors in climate-controlled office with minimal noise
Benefits
Paid holidays
Employer sponsored 401(k) retirement plan including 2% company match and 9% profit sharing
Health, vision, and dental insurance with 95% employer paid premium and 65% employer paid premium for families
Employer paid life insurance
The opportunity to work in an excellent team-oriented environment
Company
Beehive Federal Credit Union
For over six decades, Beehive Federal Credit Union has been more than just a financial institution; we've been a steadfast partner in the financial wellness journey of our members and a proactive contributor to the communities we serve.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Shane Berger
CEO
Recent News
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