Director of Member Sales & Service

UW Credit Union is hiring a Director of Member Sales & Service to join its team! This position is responsible for the achievement of sales service and member satisfaction goals through management of UW Credit Unions campus and community branches. The Director of Member Sales & Service will focus on creating enhancing and reinforcing the competencies necessary to deliver upon our UW Credit Union brand and member value proposition. This individual is accountable to remain aware of industry trends and best practices while leading a high-performance retail sales and service staff focused on member relationship management and growth member loyalty and retention the member experience and member education. As a natural motivator and developer of a highly diverse workforce this individual is responsible for creating a highly engaged inclusive work environment that recognizes individual contributions and celebrates collective success. The Director of Member Sales and Service will be a champion of inclusive leadership ensure equitable access to professional opportunities and attract retain and bring out the best performance of our diverse workforce.

From our award-winning culture to intuitive easy to use systems we have grown to become one of Wisconsins top financial institutions with over 360000 members and over $6 billion in assets. UW Credit Union is a federally insured member-owned not-for-profit financial institution committed to the financial well-being of our members. If you are a natural persuader an innovator for inclusive and progressive change and one that thrives in collaborative environments we want to talk to you!

Achieve Sales & Service Results

• Delivers on company goals as defined by the Annual Retail Scorecard and UW Credit Union Critical Measures through development execution and evaluation of member sales and service strategies.
• Continually assesses recommends and implements processes to support effective service delivery and ensure member satisfaction growth and relationship expansion.
• Reinforces sales training through managers to ensure consistent coaching and mentoring that builds a high-performance sales and service culture.
• Leads and communicates strategy to Retail managers to drive understanding alignment and engagement.
• Develops communicates and leads change for Member Sales & Service Philosophies in alignment with the credit unions strategic plan.
• Represents the Voice of the Member by collaborating with internal partners to enhance systems and optimize the member experience across delivery channels.
• Promptly addresses and resolves member concerns and complaints including escalated issues.
• Maintains direct member contact as needed for issue resolution.
• Develops and maintains an environment that encourages continuous improvement in products processes and marketing to support a frictionless service experience.
• Cultivates an environment that consistently delivers on the Branch Service Philosophy across all Retail branches.
• Demonstrates and communicates UW Credit Unions Core Values and member value proposition in all areas of responsibility.
• Builds and maintains campus and community relationships to expand mutually beneficial opportunities with students faculty administration staff families and organizations.
• Develops and executes an annual Business Review on campus to ensure awareness of and alignment with progress and opportunities.

Cross Functional Leadership

• Collaborates with other departments as a Leadership Team member to ensure alignment consistency and prioritization of business initiatives and resources.
• Represents Retail Sales & Service in cross-functional project teams.
• Maintains positive productive relationships with Marketing Lending HROD Cards Programs Deposit Operations Loss Prevention IT IS and Community Partnerships in developing delivering and evaluating Retail initiatives.
• Guides ongoing development of Retail activities and participates in innovation and delivery of products programs and services.
• Works with organizational leaders to ensure consistency and alignment in product and service delivery.
• Identifies additional retail work plan items and acts as project manager for department-specific projects and process improvements.
• Serves as a subject matter expert on business initiatives ensuring effective communication and change leadership across the retail division.
• Demonstrates high cultural competence by fostering a welcoming environment that reflects the belief that Humanity Counts Most.
• Monitors and responds to changing industry and market conditions.

Operational Excellence

• Creates a stress-free hassle-free frictionless experience for members.
• Ensures consistent delivery of this experience across all branches.
• Maintains up-to-date internal controls regulatory and compliance standards ensuring all employees follow them.
• Collaborates with internal audit to address audit recommendations promptly.
• Interprets strategic requirements of new projects to ensure alignment with the credit unions mission and Retail goals.
• Contributes to the development training and implementation of departmental policies and procedures to meet regulatory requirements and ensure consistent efficient performance.
• Supports Retail strategy development by planning leading and gathering data from Retail Manager Meetings Retail Leadership Meetings and Manager Huddles.

Leadership Expectations

• Responsible for inclusive excellence essential leadership duties and the development of team and self while continuously striving to achieve UWCUs goals strategies & critical measures.
• Personal Responsibility and Accountability Build trust with the team inspiring growth and development while striving to make a positive impact on the business.
• Effective Communication Communicate inclusively and transparently aligning work in a manner that reinforces UWCUs vision mission core values and goals. Uses social and emotional intelligence to navigate conflict strengthen relationships and solve complex problems.
• Focus on Teamwork Encourage others to authentically bring their true self and skills to work aligning them with the strategic goals of the team and organization. Recognize and reward individual and team efforts reinforcing the positive impacts to the team and organization.
• High-Performance Mindset Committed to operational excellence and improvement in the areas of compliance organizational processes and employee experience. Consistently meets or exceeds milestones and deadlines.
• Business Acumen Is a student of our business by understanding emerging industry trends competitor knowledge and how own functional area contributes to the organization. Uses strategic plan critical measures and data to recommend change and to execute plans to achieve organization effectiveness and strategic priorities.
• Inclusive Excellence Foster a collaborative and innovative team. Set the tone and model behaviors that create an environment where others feel valued respected a sense of belonging and the ability to positively contribute. Creates equitable access to development and career growth.
• Recruitment and Retention Recruit and retain top talent. Develop diverse talent pipelines aligning with UWCUs Diversity Equity and Inclusion Consistently utilizes coaching and development as an engagement retention and inclusion strategy.
• Change Leadership Views change as a necessary constant and positions it in a way that creates engagement and capitalizes on opportunities for individual and team growth and
• Coach Approach approaches people leadership from a place of curiosity and growth mindset providing continuous feedback focused on employee development. Invites feedback from all directions; recognizing growth and development are a daily process.

Education & Experience:

• Bachelors degree in business administration finance marketing or related field.
• 6-7 years experience in Financial Services required.
• 6-7 years of supervisory experience required.

Skills:

• Demonstrated ability to produce results.
• Understanding of the financial regulatory environment and industry trends is preferred.
• Exceptional leadership skills.
• Ability to inspire and motivate a diverse workforce.
• Ability to represent the organization in a professional manner both internal and external to the credit union.
• Strong customer service orientation interpersonal skills and emotional intelligence competencies.
• Excellent written and verbal communication skills as demonstrated by the ability to write clear concise project plans documentation memos and email facilitate team meetings and give presentations.
• Demonstrated skill in the planning of multiple projects and initiatives.
• Demonstrated skill in gathering and analyzing data

Why work for UW Credit Union

Join one of Wisconsins premier financial institutions a National Top Workplace and multi-year recipient of Madison Magazines Best Places to Work Wisconsin State Journals Top Workplaces and Milwaukee Journal Sentinels Top Workplaces to receive:

• 21.5 days of annual time off (accrued per pay period)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 10 paid holidays (including your birthday!)
• 401k company match of up to 5% plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical Dental and Vision plans including domestic partner eligibility
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization to include but not limited to sponsorship or support for H-1B F-1 OPT TN or other visa category.