Member Experience Manager - Holland

Lake Trust Credit Union; Holland (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Financial wellbeing services

401(K) matching with up to 5% match

Reduced health insurance

Employee wellbeing services

DE&I initiatives

Work-life integration

Job summary

Lake Trust Credit Union in Holland, MI seeks a hands-on Member Experience Manager to lead branch operations, lending, product sales, and member service with a focus on delivering a Best Member Experience. You will coach and mentor teams, promote teamwork, and implement operating procedures that boost member satisfaction while supporting community engagement and branch goals.

This on-site role emphasizes leadership, adherence to Lake Trust Core Values, and a commitment to a positive, inclusive

Qualifications

• BA/BS or equivalent management experience required.
• 3–5 years of leadership experience.
• Passion for developing and leading people.
• Ability to think critically, independently and creatively to develop strategies and solutions.

Responsibilities

• Deliver on Brand Promise and GUIDE principles with each interaction.
• Coach and mentor team members to develop sales and service skills.
• Promote teamwork to boost employee engagement and service quality.
• Demonstrate strong communication when addressing complex service issues and resolve matters with fairness.
• Provide direction on branch operations and implement procedures.

Skills

Leadership

People development

Critical thinking

Education

BA/BS or equivalent management experience

Job description

Member Experience Manager

Holland

This position is on-site at our Holland, MI location.

More Than A Job!

Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us.

Benefits Include

• Financial wellbeing services
• 401(K) matching with up to 5% match
• Reduced health insurance
• Employee wellbeing services
• DE&I initiatives
• Work-life integration

The Member Experience Manager is passionate about leading and inspiring others to deliver the Best Member Experience. They are committed to demonstrating Lake Trust Core Values and delivering a Brand Promise experience to both internal and external members. This individual leads by example and is a role model to their team and their peers. The Member Experience Manager is responsible for maintaining operational excellence of a full service branch office, including operations, lending, product sales, member service, security and safety in accordance with the Credit Union’s objectives. This individual is expected to meet or exceed branch sales and service goals through coaching team members to build and enhance member relationships. This person will look for opportunities to make a difference in the communities served by Lake Trust.

What You’ll Do

• Deliver on our Brand Promise and GUIDE principles with each and every interaction (internal and external members).
• Coach and mentor team members to develop and enhance their sales and service skills in order to provide the best member experience and to promote individual growth and development.
• Promote teamwork to encourage employee engagement and empower team members with the necessary means to provide outstanding service to our members.
• Demonstrate outstanding communication skills when providing professional responses to complex and/or sensitive service issues. Think creatively and use sound judgment when investigating and resolving service matters, while striving to obtain an unbiased resolution and assure a high degree of member satisfaction.
• Provide direction on all operational aspects of the branch, including audit procedures. Utilize exceptional business awareness when developing, implementing, maintaining, and revising branch operating procedures.

What You’ll Bring

• BA/BS or equivalent management experience required.
• Three-Five (3-5) years’ leadership experience.
• Proven passion for developing and leading people.
• Demonstrated ability to think critically, independently and creatively to develop strategies and solutions.

What You’ll Get

• Ability to collaborate and build a sense of togetherness that contributes to a positive work environment.
• Being open to change and embracing new opportunities can lead to diverse experiences and career advancement.
• By prioritizing member wellbeing, which leads to increase engagement, improved team dynamics, higher levels of motivation and a stronger community culture.