Member Experience Coach

IH Mississippi Valley Credit Union; Moline (IL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

IH Mississippi Valley Credit Union is seeking a Member Experience Operations Coach in Moline, IL. The role focuses on translating vision into consistent operational practices, coaching Retail teams, and improving processes to enhance member experiences.

You will support branches regionally, create training, and serve as a trusted resource on questions, procedures, and compliance. Occasional travel and a hybrid work setup are involved.

Qualifications

• At least five years of credit union, banking, or related financial services experience.
• Demonstrated success training, coaching, or mentoring others in formal and informal settings.
• Strong operational knowledge of member service, retail, remote delivery, products, services, policies, procedures, and process standards.
• Ability to lead through influence, build trust, and confidently support team members through questions, change, and complex situations.
• Experience identifying, recommending, and supporting process improvements that create consistency, efficiency, and stronger member outcomes.
• Strong communication skills, attention to detail, sound judgment, and the ability to handle confidential or sensitive situations professionally.
• Comfort using technology and Microsoft Office tools, including Excel, Word, PowerPoint, Outlook, and OneNote.
• A positive, collaborative approach and the ability to demonstrate IHMVCU's culture and core values in interactions with team members and members.

Responsibilities

• Support Retail teams by helping define, communicate, and reinforce consistent operational standards and member experience expectations.
• Create and conduct effective training sessions, including formal classroom-style learning, informal coaching, branch visits, and one-on-one support.
• Serve as a knowledgeable resource through support channels, helping team members navigate processes, procedures, forms, compliance updates, fraud-related questions, and member situations.
• Partner with Member Experience leaders and specialists to monitor processes, review audit results, identify opportunities, and support improvements that strengthen consistency across the credit union.
• Help map and improve the end-to-end member journey, ensuring processes support relationship building and help team members focus on member financial well-being.
• Assist with implementation of new products, services, programs, systems, and initiatives that improve member loyalty and operational efficiency.
• Support SOP writing, review, testing, validation, data quality, and process improvement efforts across key Member Experience Operations initiatives.
• Collaborate with PMO, Continuous Improvement, and other support departments on credit union projects, including core conversion activities and new market launches.
• Maintain strong knowledge of credit union products, services, policies, procedures, remote channels, and retail operations, including periodic branch support to stay connected to day-to-day team member and member needs.

Skills

Five years experience

Training coaching

Operational knowledge

Influence leadership

Process improvement

Communication

MS Office tools

Collaborative culture

Tools

Microsoft Office

Job description

Join our Member Experience team at IHMVCU!

Are you an experienced financial services professional who enjoys turning great member service into consistent, repeatable operational excellence? If you are ready for a career move where your credit union knowledge, coaching ability, and process improvement mindset can make a visible impact, this could be the opportunity for you.

At IHMVCU, we are committed to delivering personalized, community-centered financial solutions that help our members achieve their goals. We believe in the power of relationships and the importance of creating meaningful experiences for the members and communities we serve. Our Member Experience leadership team is recruiting for a Member Experience Operations Coach to join the team at our beautiful headquarters located on River Drive in Moline, IL. This can be a hybrid role after successful onboarding.

Role Summary

The Member Experience Operations Coach helps bring our member-focused strategy to life by translating vision into clear, consistent operational practices. In this role, you will support Retail delivery channels by coaching team members, improving processes, creating training, and serving as a trusted resource for questions, standards, and best practices. This is a great next step for someone who has built strong credit union or banking expertise and is ready to influence how teams work, grow, and deliver exceptional member experiences. Occasional regional travel to our branch locations is part of this role.

Key Responsibilities include:

• Support Retail teams by helping define, communicate, and reinforce consistent operational standards and member experience expectations.
• Create and conduct effective training sessions, including formal classroom-style learning, informal coaching, branch visits, and one-on-one support.
• Serve as a knowledgeable resource through support channels, helping team members navigate processes, procedures, forms, compliance updates, fraud-related questions, and member situations.
• Partner with Member Experience leaders and specialists to monitor processes, review audit results, identify opportunities, and support improvements that strengthen consistency across the credit union.
• Help map and improve the end-to-end member journey, ensuring processes support relationship building and help team members focus on member financial well-being.
• Assist with implementation of new products, services, programs, systems, and initiatives that improve member loyalty and operational efficiency.
• Support SOP writing, review, testing, validation, data quality, and process improvement efforts across key Member Experience Operations initiatives.
• Collaborate with PMO, Continuous Improvement, and other support departments on credit union projects, including core conversion activities and new market launches.
• Maintain strong knowledge of credit union products, services, policies, procedures, remote channels, and retail operations, including periodic branch support to stay connected to day-to-day team member and member needs.

Required qualifications/skills:

• At least five years of credit union, banking, or related financial services experience.
• Demonstrated success training, coaching, or mentoring others in formal and informal settings.
• Strong operational knowledge of member service, retail, remote delivery, products, services, policies, procedures, and process standards.
• Ability to lead through influence, build trust, and confidently support team members through questions, change, and complex situations.
• Experience identifying, recommending, and supporting process improvements that create consistency, efficiency, and stronger member outcomes.
• Strong communication skills, attention to detail, sound judgment, and the ability to handle confidential or sensitive situations professionally.
• Comfort using technology and Microsoft Office tools, including Excel, Word, PowerPoint, Outlook, and OneNote.
• A positive, collaborative approach and the ability to demonstrate IHMVCU's culture and core values in interactions with team members and members.

Being a team member of IHMVCU is more than just a job. We want to make a difference in the communities we live in and serve. Check out our careers page for more information, including benefits: www.ihmvcu.org/careers. Final compensation will be determined by various factors such as experience, specific skills, and internal pay equity.

Move Up your career at IHMVCU with this exciting opportunity!

PHYSICAL REQUIREMENTS:

• Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.
• Lifting Demands: Up to 10 lbs.
• Visual Demands: Visual acuity to do things such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.