Member Experience Manager bei Rock Valley Credit Union

Description

The MX (Member Experience) Manager’s primary responsibilities are to maximize the profitability of the branch and to lead the branch team in creating a culture of excellence in service and operations. This position focuses on member-centricity, deepening and acquiring member relationships and ensuring member service levels are consistently exceeded. This position is also responsible for creating, maintaining, and staff adherence to MX policies and procedures. The MX Manager also promotes and instills a culture of teamwork and collaboration among the team and provides opportunities for staff development/growth, engagement, and a positive work experience.

Requirements

Location: DeKalb 

Full Time; alternating Saturdays may be required (9a-12p) 

Skills to be Effective and Thrive 

People-Focused & Strong Communicator

• Listens actively and empathetically to understand the needs of both members and team members.
• Communicates clearly, respectfully, and professionally—fostering trust, collaboration, and a positive working environment.
• Patiently mentors, trains, and guides others; often sought out as a reliable resource.

Initiative-Driven & Goal-Oriented

• Takes initiative to solve problems, resolve conflicts, and contribute to team success without needing close supervision.
• Sets high standards, prioritizes effectively, and takes ownership of outcomes.
• Innovates and continuously improves daily processes with a commitment to excellence.
• Demonstrates strong organizational skills, attention to detail, and the ability to manage multiple priorities.

Adaptable & Solution-Focused

• Responds positively to change and adjusts quickly to new priorities or challenges.
• Makes sound decisions that reflect good judgment and awareness of organizational impact.
• Handles confidential information responsibly and acts with integrity.
• Maintains a growth mindset when facing new or evolving responsibilities.

Reliable, Confidential & Trustworthy

• Dependable, punctual, and consistently delivers high-quality work.
• Maintains confidentiality with sensitive information involving members, staff, and the organization.
• Demonstrates accountability by ensuring compliance with all core policies, processes, and procedures.
• Maintains proper security and sound judgment, particularly in financial and member-facing tasks.

Additional Attributes

• Strong written and verbal communication skills.
• Proficient in Microsoft Office and other PC applications; demonstrates comfort with technology.
• Has experience with cash handling and knowledge of credit union products, services, and procedures.
• Works independently and as a collaborative team member.

Beneficial Experience

· Education equivalent to high school diploma, required

· Education equivalent to associate degree at a university or community college, preferred

· 2-5 years’ experience in a financial institution, preferred

· Ability to speak bilingually (English/Spanish) is preferred, but not required.

· Previous customer service and cash handling experience, intermediate math skills, and proficiency with technology devices. 

Who we are

Rock Valley Credit Union (RVCU) is a not-for-profit financial institution owned and operated by our members. We’re innovators in our region and the industry and are expanding to meet the needs of our growing member base. We are looking for motivated individuals to help empower and equip every member, for wherever life takes them. 

The RVCU Difference

We believe that each team member is a valued contributor. We strive to be an employer of choice by creating a positive and rewarding workplace that helps our team succeed. RVCU provides a work environment that promotes learning, growth, and the opportunity for team members to challenge themselves and grow personally and professionally.

Please click here to see what working at RVCU is like. 

Competitive Compensation and Excellent Benefits:

• Medical, Prescription, Dental, Vision, Life, and Short- and Long-Term Disability Insurance 
• Flexible Spending Account or Health Savings Account
• Generous paid time off, including 11 Federal holidays
• 401(K) Plan with employer match
• Discretionary Performance bonuses
• $56,000 - $60,000 salary, depending on your experience

 The range that we expect to pay for this position is $56,000 - $60,000. Actual base pay within this range will be determined by several components, including but not limited to relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.