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Chief Retail Experience Officer

Company: Pasadena Federal Credit Union
Location: Pasadena
Posted on: November 19, 2021

Job Description:

Pasadena FCU has served the Pasadena community since 1935 and we continue to provide our members with the best in service, value, and local focus. As we continue to expand our membership and help the community reach their financial goals, we have an amazing opportunity to join our Executive Management team and help shape the future of the organization. We are looking for a Chief Retail Experience Officer, who will report directly to the CEO, to further the short-term goals and long-term strategic objectives of Pasadena FCU while achieving organizational growth, operational improvement and service goals. You will have direct, strategic, inspirational leadership and management oversight of branches, our Contact Center, and other member-impact operations, and provide a clear vision for the future of member experience. Duties will include:

  • Directs and monitors overall effectiveness of the Member Service Experience, including consistently-increasing improvement in sales growth and member service. Develops a highly-effective team of employees through coaching, ensuring that outstanding service is delivered internally and externally. Monitors product delivery, service to members, operational changes/enhancements, and actions taken to resolve problems. Serves as the unifying voice of Member Service and Operations for the Credit Union.
    • Directs, monitors and is responsible for overall Branch and Contact Center performance, especially the growth of revenue-generating products, including loan volume, deposit accounts, and non-interest income. Has broad oversight of back-office operations. Ensures organizational and departmental goals and objectives are consistently met. Inspires, monitors and coaches for performance and accountability.-
      • Partners with other members of leadership to create and maintain an environment focused on a member-centric advocacy and service culture, promoting continuous development and retention of highly engaged, high-performing employees.
        • Uses the Credit Union's purpose, mission, and vision to determine the retail strategy and ensure a consistent experience to members across all channels, managing and building a strong sales/service culture within the retail operations structure and providing compliance to policies, procedures, and regulatory requirements.
          • Hires, reviews, schedules, trains, and monitors the work of the departments; conducts performance reviews; allocates resources to meet operational needs and incentive programs within the departments. YourMembership. , Location: Pasadena, CA - 91105

Keywords: Pasadena Federal Credit Union, Pasadena , Chief Retail Experience Officer, Executive , Pasadena, California

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