Director, Digital Member Solutions

Oct. 11, 2018 - Oct. 11, 2019
Location:Boulder, CO
Benefits:Competitive Compensation Package
Type:Full Time
Department:Elevations Credit Union
Description:When joining Elevations, you can expect to work for a company that:

Provides amazing experiences and creates raving fans.
Strives to provide solutions for a better life and promises employees it will be the best place they have ever worked.
Wins awards such as “Best Bank”, “Best Companies to Work for in Colorado” and even the “Malcolm Baldrige National Quality Award”, the only Presidential award for quality.
Has a highly-engaged workforce and emphasizes career growth, empowerment and servant leadership.

What’s in it for you:

Competitive pay, organization-wide incentive program, 401k matching, mortgage and auto discounts
4 weeks min. paid time off, work anniversary paid time off, 11 paid holidays, and 16hrs paid volunteer time off
Medical, dental, and vision health plans with FSA or HSA options
Onsite fitness center, Zumba and yoga classes, health fairs with biometrics screening and flu shots
Employee Assistance Program with a variety of services
Career development, trainings, career coaching, job shadowing, mentoring program, tuition reimbursement up to $5,000/year, and a recognition system
Culture of excellence and continuous improvement
We strive to be the best place you’ve ever worked!

As the Director of Digital Member Solutions, you will lead and drive the Elevations member support strategy across content, support services, and training. You’ll drive the creation of industry-leading, personalized customer-facing self-service content across multiple digital channels.

Additionally, in this position, you will partner with the Digital management team to ensure that our processes, policies and procedures are current and updated to support member support services and that the teams are set up for success to best support our members. This individual will need to be a thought leader and drive recommendations and solutions which positively impact delivery of services to our internal and external customers. You will partner with cross functional teams to develop and implement content, training plans and focus groups to ensure experience practices and standards are being met on an ongoing basis. It will be critical to remain connected to the industry to identify trends, build resources, capabilities and tools, and help keep the consumer experience program at the forefront of our business.

Service is what sets Credit Unions apart from traditional financial institutions and NPS is ECU’s guide to know how well we are delivering. This role will be the voice of the member and the actions that need to be taken to improve their experience.

Essential Functions include:

-Strategizes and plan the evolution of member service through experience, content and digital support
-Lead the creation and delivery of engaging self-service content to be delivered over the web, through mobile apps and in training sessions
-Lead collaboration with cross-functional partners and subject matter experts to deliver accurate and timely content
-Continuously iterate and improve content based on customer feedback and analysis of customer pain points
-Collaborate with product, technology and support leadership teams to define digital support strategy and platform investment needs
-Define, ensure the implementation of, and utilize the required Content Management Systems to better serve the member service
-Partner with Marketing to promote ongoing self-service features and timely support-driven events
-Partner with Training to deliver necessary content and training documents to enable a tech savvy workforce
-Ensures proper education across the organization in how to use the digital channels to better serve our members
-Leading and developing a team of Digital Solution Manager and 3-5 Digital Solution Guides; responsible for the overall performance management, coordination and evaluation of the team
-Sets and oversees execution of the member support expectations, standards and improvements to continuously increase NPS within remote delivery
-Evaluate, improve and document service processes to maintain member experience consistency
-Manage digital experience pilot programs with staff and/or being the voice the member when new experiences are deployed
-Communicating policies to Digital Solution Guide team as the primary information source for staff
-Coach staff on member service resolution tactics and communication best practices
-Share reporting and performance analytics that support the yearly budget
-Continuously seek new ways to educate, train and communicate with members to drive DSG contact rate down, or to improve SLAs
-Ensure compliance and consistency; corrective action and documentation
Qualifications:Required Education and Experience:

-Bachelor's degree, Master’s a plus
-Minimum of 7+ years directly related work experience in customer service, customer solutions and/or relevant project management experience
-Superb management skills to allocate resources effectively, guide and develop teams and deliver excellent, complex programs in a timely manner
-Strong customer service skills. Effective, positive verbal and written communication skills with specific experience interacting with cross-functional teams
-Demonstrated ability to work collaboratively in a group to achieve a common goal. Professional business demeanor; demonstrates patience, ability to negotiate effectively, and network within/outside of the organization.
-Demonstrated ability to communicate and present effectively to all levels of the organization
-Demonstrated strong problem-solving skills, analytical skills, and attention to detail
-Ability to define problems, collect data, establish facts, and draw valid conclusions
-Always seeks to improve and strives to exceed expectations

Work Environment: This job operates in an office setting and routinely uses standard office equipment

Physical Requirements: Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects.

Position Type/Expected Hours of Work: Regular, Full-time, Normal business hours

Classification: Exempt

About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1953, we’ve grown from 12 members and less than $100 in assets to an institution with 13 branches and more than 120,000 members that manages over $2 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.

EEO Statement: Elevations Credit Union is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.
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