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Director of Member Experience

Atlantic Financial Federal Credit Union


Schedule: Full-time

Position Overview

Position Summary:
The Director of Member Experience is responsible for delivery of a superior member experience by incorporating a needs-based sales and service culture with accountability and ownership at all levels in the organization. Responsible for developing, communicating, and executing the long- and short-term member experience strategy to continually improve quality of service and maximize the member experience. Responsible for the administration of Business Development activities and results.

Essential Functions & Responsibilities:

  • Responsible for the successful implementation of sales & service training to the entire organization. Also responsible for ensuring other training is accomplished and recognition programs are run consistently across all locations and departments.
  • Oversees the branch managers and provides guidance and support for training, staffing coverage, hiring, coaching, and corrective counseling.
  • Leads an outbound-call initiative with the branch and call center teams.
  • Responsible for analysis of relevant statistics for the business development plan making recommendations to management when required.
  • Develops promotional strategies to meet business development goals; develops promotional materials.
  • Drive alignment between strategy, objectives, and execution by coaching team members to focus on AFFCU’s short- and long- term business goals, the implications for member service experience, and accurately identifying the corresponding member experience objectives, needs, and deliverables.
  • Monitor member survey feedback and other key indicators to drive member satisfaction and resourcing in alignment with AFFCU’s service goals.
  • Works with appropriate manager/VP and departments to fill positions as needed. Participates in interviews and makes recommendations on hiring decisions.
  • Represents the Credit Union at various functions to develop business relationships.
  • Performs other job-related duties as assigned.

Performance Measurements:

  • Produce assigned new business development, to the specified volume or dollar value.
  • Provide direction and recommendations to management, based on current research data, regarding the business development strategies and directions the credit union should take.
  • Maintain an excellent knowledge of financial services offered by the credit union and be knowledgeable of competitors’ services.
  • Ensure all activities within sales and service are carried out within prescribed time frames and with zero unresolved errors and no errors resulting in losses to the credit union.
  • Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
  • Develop recommendations for cost efficiencies and enhancements to products, pricing, and processes by monitoring trends in operations and the financial industry.
  • Ensure direct reports achieve 90% of all their individual goals.
  • Provide informed, prompt, professional and accurate service and support to all members and associates.
  • Note observations of employee performance. Give and receive feedback from employee on the same no later than 15 working days following each quarter, completing performance reviews within the prescribed timeframe.
  • Proactively participate in at least one regular networking opportunity within the community as a representative of the credit union.

Education & Experience

  • Experience: Three years to five years of similar or related experience.
  • Education: (1) A bachelor’s degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor’s degree.
  • Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
  • Other Skills: Must have good communication skills.


Work setting:

  • In-person
  • Office

Ability to commute/relocate:

  • Hunt Valley, MD 21031: Reliably commute or planning to relocate before starting work (Required)

How to Apply

Director of Member Experience – Hunt Valley, MD 21031 –

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