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Chief Member Service Officer
Chief Member Service Officer-March 2024
Westby
Mar 30, 2026
About Chief Member Service Officer

  JOB REQUIREMENTS: Responsible for leading the strategic direction ofMember Service in alignment with the Credit Union\'s Mission, Vision,and Values. Lead overall member service, Product and Service activitiesfor all branches, Call Center, and Retail Investments. Develops managerswithin Member services by promoting a member centric culture throughcoaching, guidance, modeling, and staff motivation. Collaborates withWCCU leaders to ensure that Credit Union regulatory policies andprocedures are followed consistently while delivering an excellentmember service experience. Principal Duties and Responsibilities:Upholds the Credit Union\'s mission by facilitating growth that is indirect alignment with WCCU goals, including loan and deposit growthobjectives. Develop and grow professional relationships, manageexpectations, and develop business solutions for the credit union.Facilitate and streamline department programs and efforts to proactivelyrecruit and maintain strong relationships with members & potentialmembers to achieve overall credit union goals. Strategically positionthe credit union through identifying and pursuing competitive productsand services. Review innovations in the financial industry and evaluatestheir practicality and effectiveness. Review market analysis todetermine prospect needs and volume potential. Responsible forestablishing, coordinating, and maintaining a professional image of theCredit Union through ongoing contact with existing and potentialmembers, and the communities we serve. Demonstrates skillful leadershipthat integrates and aligns internal teams to deliver an exceptionalmember experience while building member relationships. Develops internalrelationships within and across teams to collaboratively achieve goals.Encourages teams to identify and collaboratively act on opportunities todeliver error free, timely and quality member experience. Works closelywith business partners in growing deposits, loans, and other creditunion products. Collaborates on member and employee issues. Coordinatesretail efforts across all business lines to provide members with afull-service financial relationship. Be knowledgeable about credit unionindustry issues. Lead and participate in project teams as assigned.Advance notification, communication, and education for WCCU employees ofchanges associated with the Member Service Department. Monthly analyzereports and convey to management. Consult with Marketing if the needarises for member communication. Routinely visit all WCCU branches.Attends and is active in community networking groups, civicorganizations, and trade associations. Represents the Credit Union atevents, meetings, tradeshows, etc., as directed. Maintains a positiveimage in the communities the Credit Union serves. Works with CreditUnion business partners and vendors, as requested. Maintains aprofessional appearance and demeanor when meeting with Credit Unionmembers, prospective members, the public, employees, etc. SupervisoryResponsibilities: Supervises and coordinates activities of employeesengaged in the Member Service Department. Recruit, mentor, and lead thedepartment. Observes and evaluates the performance of staff along withcompletion of the performance appraisals. Also provides continuousfeedback and reinforcement of policies and procedures. Travel to branchlocations to work with staff for training purposes as well as followingprocedures & remaining compliant with regulatory updates. Plans,prepares, and schedules staff, according to budgets and workloads inorder to maintain proper staffing & ensure smooth daily operations.Maintains a highly motivated, well-trained staff and establisheseffective employee relations. Assists in the hiring and discharging ofstaff. Orients new staff members to the department. Provides trainingand cross-training to ensure quality service. ***** OTHEREXPERIENCE A D QUALIFICATIONS: Proven ability to lead and developcreative, successful sales campaigns. Extensive knowledge andunderstanding of effective sales management within the financialservices industry, in order to provide expertise, guidance, andoversight of the organization\'s sales strategy. Excellent oral andwritten communication skills demonstrated through strong composition andgrammar. Must be able to effectively communicate and discuss complexideas at all levels of the organization. Establish and maintainproductive business relationships by demonstrating punctuality,courtesy, tact, thoroughness, and professionalism in all interactionswith employees, members, prospective members and vendors. Demonstrate ahigh degree of confidentiality regarding member-related information.Ability to work independently and as a team player while usingdiscretion and sound judgment in decision making and problem solving.Must be a self-starter with strong organizational skills and have theability to set priorities. Ability to prioritize a wide range ofresponsibilities and handle multiple tasks and projects accurately andcompletely while meeting conflicting deadlines. Knowledge andunderstanding of laws, regulations, rules, policies and bylaws thatgovern or effect the operations. Willingness to travel and a validdriver\'s license with reliable transportation available for use inaccomplishing job requirements. Excellent PC skills (Microsoft OfficeSuite). ***** APPLICATION INSTRUCTIONS: Apply Online:https://recruiting.paylocity.com/recruiting/jobs/All/b9944418-e383-4000-853f-3d5b60a36394/Westby-Coop-Credit-Union

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