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PenFed Credit Union Director Member Engagement in Alexandria, Virginia

Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Member Engagement Director at our Alexandria, Virginia location. The primary purpose of this position is to be responsible for a suite of programs within PenFed’s Member Service & Operational division focused on the membership lifecycle. Functional areas of responsibility include membership onboarding, engagement and retention, member experience and voice of the member (VoM), and the documentation and optimization of member and employee workflows. This position also acts as a liaison to senior leadership within the Operations division, as well as department heads around the organization, in pursuit of shared goals. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Responsible for the establishment and ongoing management of PenFed’s Member onboarding. Develops program for to streamline the membership onboarding process, including education around the value of membership and how to navigate PenFed’s self-service offerings. Develops handoff/transition from new Member onboarding to engagement & retention. Responsible for the establishment and ongoing management of PenFed’s member engagement and retention program. Establish and manage to KPI’s around member retention and staff performance. Review current practices and workflows across the member lifecycle to identify critical moments where intervention could prevent member attrition. Liaise with leaders within and across departments to identify and remediate member friction points that contribute to higher rates of member attrition. Manage the team that processes and executes membership closure, with the intent of avoiding closures when possible and appropriate. Develops programs to proactively engage new and existing Members to increase awareness of PenFed products and improve products per Member ratio. Produces reports & dashboards to measure and track progress and briefs senior leadership on progress and opportunities. Responsible for the establishment and ongoing management of PenFed’s dormancy, closure & escheatment. Establish policies and procedures to mitigate risk associated with dormant accounts and effective closure processes when necessary. Ensures appropriate escheatment and reporting of unclaimed property. Includes engagement with external partners and vendor management. Manage assigned functions ensuring their efficient and cost-effective operation by analyzing, developing, revising, and implementing related policies and procedures. Drives the documentation and establishment of member journey mapping, with special emphasis on documentation of employee-led processes. As a member of the Operations leadership team, maintains functional knowledge of all key Operational areas and provides oversight and input on strategic and tactical initiatives, as well as opportunities for improved business processes. Participates in the strategic planning process, providing insights and direction on how their area of responsibility can contribute to overall divisional and enterprise goals. Works with corresponding leaders and teams in other divisions/departments to coordinate project deployments and share best practices. Functions as a project lead or key contributor to business unit and corporate initiatives. Conceptualizes, develops, and builds presentations and briefs key leadership. Ensures that related programs, policies, and procedures conform to federal and state regulations, standards, and guidelines. Qualifications Equivalent combination of education and experience is considered. Baccalaureate Degree in a related field, required; advanced degree, or equivalent, preferred. Minimum of twelve (12) years’ of progressively responsible work experience in an operational capacity within the financial services or related industry. Minimum of five (5) years of direct management experience. Supervisory Responsibility This position will directly supervise employees. This position will also supervise employees at remote work sites or who work in one of our primary service centers. Licenses and Certifications There are no additional certifications required. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. Travel Ability to travel to various worksites and be on-call when required Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world.  In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256. #LI-LL1