Member Relations Manager

Job Description

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

The Member Advocacy team’s primary focus is increased member engagement through an improved member experience with Georgia’s Own. Understanding and acting upon critical drivers, opportunity mining and resolution, bringing the voice of the member into the decisions the Credit Union makes, all while inculcating an elevated sales and service culture, ultimately strengthening the relationship with our members. The Member Relations Manager is responsible for the monitoring, reporting, and making recommendations to maintain and improve overall member satisfaction with Georgia’s Own Credit Union Products and Services. The Member Relations Manager also partners across the organization to identify opportunities for improvement and coordinates resolution of escalated member concerns, per organizational policy. The individual will work collaboratively with all departments necessary to ensure member impact is considered in all Credit Union policies and processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Works with Director of Member Relations in handling and tracking of escalated member concerns, through point of resolution with member.
Responsible for helping to embed a Sales and Service Culture at Georgia’s Own.
Aid in the development and implementation of all processes, products and policies to aid in an optimal member experience.
Develop staff communication including scripting and talking points to help employees engage members and drive member engagement.
Facilitate development of member retention initiatives, including mitigation and resolution of executive level escalations/opportunities.
Aids in the creation and facilitation of sales training across the retail lane.
Analyze escalated issues and problem solve.
Acts as liaison between the member and internal departments to ensure member resolution.
Maintains operational knowledge across frontline channels.
Works with cross functional teams to define and enhance the member experience.
Support member experience principles and standards.
Responsible for Sales and Service communications through various channels.
Closed Account Reporting, including Member Attrition and Trends identification, Ad Hoc Reporting as needed, etc.
Management of Member Satisfaction reporting and insights.
Work with Director of Member Relations to facilitate Journey Mapping of key processes.
Provide input on the development of new products and services, as requested.
Develop good working knowledge of the Credit Union core system.
Perform other duties as may be assigned.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS:

Bachelor’s degree required in business, management, marketing, or related disciplines
Minimum of 3-5 years previous sales or customer/member relationship experience
Proficiency with Microsoft Word, Excel, Outlook, PowerPoint
Working knowledge of banking software- Fiserv DNA and Salesforce is a plus
Passionate advocate for excellent service, both internal and external

ADDITIONAL/IMPORTANT SKILLSETS:

Solution Oriented – Someone who sees problems as challenges that can be overcome. Positive and takes on responsibility.
Interpersonal Skills – A significant level of trust and diplomacy is required, in addition to professional courtesy. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Fostering sound relationships with other entities, including internal partners and outside vendors, is necessary.
Exceptional Communication Skills and Creativity – Will be necessary to ensure clear and easy to understand communications, as well as keep communications engaging to incent staff in new and impactful ways.
Written and verbal communication excellence is required.

PHYSICAL REQUIREMENTS:

To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 10 lbs. Clerical office duties on various forms of

technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry.

Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.

We are an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class.

Job Type: Full Time
Job Location: Atlanta USA

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