Partners Federal Credit Union
Member Experience Mgr I - Digital
Partners Federal Credit Union, Anaheim, California, United States, 92808
Be among the first 25 applicants
Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.
For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience. At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work. Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way. Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive. Join us—and experience what it means to truly love what you do.
The Member Experience Manager I – Digital supports the Branch Manager in overseeing the day-to-day operations of the digital branch. This role ensures exceptional service delivery across all digital member touchpoints, supports sales and operational goals, develops and coaches team members, and ensures compliance with all policies and procedures. The position serves as a key leader in driving a high-performing, service-oriented culture within Partners Federal Credit Union.
Essential Responsibilities
Supervise the daily operations and performance of Member Experience Professionals, ensuring efficient, accurate, and professional delivery of services across all digital channels
Act as a backup to the Branch Manager, providing leadership continuity and operational oversight
Support the achievement of digital branch sales goals through personal production, team coaching, and demonstration of effective consultative sales techniques
Ensure all branch operational and compliance procedures are followed, including audit, security, and service quality standards
Oversee accurate time entry for assigned employees, ensuring compliance with timekeeping policies
Create and maintain weekly and rotating branch schedules, ensuring adequate coverage across all member service channels and hours of operation
Drive outbound engagement by ensuring staff effectively identify, build, and maintain a network of member contacts through leads, referrals, and digital outreach campaigns
Provide leadership and development through effective goal-setting, coaching, delegation, and communication
Partner with Performance and Development Coaches to implement Success Maps, Playbooks, and training plans that support growth, success, and career development for branch staff
Demonstrate and promote Partners’ Core Values of Care, Respect, Commitment, Integrity, and Trust in all interactions
Additional Responsibilities
Perform procedures for opening and closing operations, including vault, alarm, and door duties as assigned
Accurately complete Internal Verification Process (IVP) reports and other audit requirements
Communicate emerging operational or member issues promptly to the Branch Manager
Knowledge & Skills Minimum Education Required: High School Diploma or GED
Minimum Years of Relevant Work Experience Required: 2 to 5 years
Other Training, Technical Skills, or Knowledge Required: Experience using Microsoft Office
Other Measurable Abilities Required:
Excellent Member Service, verbal, and written communication skills
Ability to take initiative, work in a team, and resolve conflicts
Exceptional decision-making and problem-solving skills
Shift Work Shift work including weekends consists of hours outside of an 8‑5 schedule to cover the hours of operation.
SCOPE OF JOB Discretion/Latitude: This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Supervisory Scope
Provides leadership to cast through effective objective setting, coaching, delegation, and communication
Ensures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees
Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement
Physical Demands & Environmental/Working Conditions
Move self in different positions to accomplish tasks in various environments including tight and confined spaces
Remain in a stationary position, often standing or sitting for prolonged periods
Adjust or move objects up to 15 pounds in all directions
Perform repeat motions that may include the wrists, hands, and/or fingers
Use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
Verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
Hear average or normal conversations and receive ordinary information
Prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity
Disclaimer The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The hiring range for this position in California is $68,640 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Business Development and Sales
Industries Internet Publishing
Referrals increase your chances of interviewing at Partners Federal Credit Union by 2x
#J-18808-Ljbffr
Partners Federal Credit Union — Where careers thrive, work-life balance matters, and our mission profoundly impacts our Members.
For 65 years, Partners Federal Credit Union has delivered The Partners Difference to more than 175,000 members, providing the highest levels of service, value, access, and convenience. At Partners, our people are the heart of everything we do. We attract, develop, and empower exceptional talent—individuals who are inspired by our Members’ financial dreams and committed to meaningful work. Whether you’re offering products that change lives, creating member experiences that bring joy, or driving innovation that pushes us forward, we want every individual at Partners to feel connected to their work in a meaningful way. Here, you’ll find more than just a job. You’ll discover a culture where you can grow your career, find balance, and make a difference. And as the credit union for The Walt Disney Company, our exclusive connection ensures best-in-class benefits and perks—because we believe that when people feel supported, they thrive. Join us—and experience what it means to truly love what you do.
The Member Experience Manager I – Digital supports the Branch Manager in overseeing the day-to-day operations of the digital branch. This role ensures exceptional service delivery across all digital member touchpoints, supports sales and operational goals, develops and coaches team members, and ensures compliance with all policies and procedures. The position serves as a key leader in driving a high-performing, service-oriented culture within Partners Federal Credit Union.
Essential Responsibilities
Supervise the daily operations and performance of Member Experience Professionals, ensuring efficient, accurate, and professional delivery of services across all digital channels
Act as a backup to the Branch Manager, providing leadership continuity and operational oversight
Support the achievement of digital branch sales goals through personal production, team coaching, and demonstration of effective consultative sales techniques
Ensure all branch operational and compliance procedures are followed, including audit, security, and service quality standards
Oversee accurate time entry for assigned employees, ensuring compliance with timekeeping policies
Create and maintain weekly and rotating branch schedules, ensuring adequate coverage across all member service channels and hours of operation
Drive outbound engagement by ensuring staff effectively identify, build, and maintain a network of member contacts through leads, referrals, and digital outreach campaigns
Provide leadership and development through effective goal-setting, coaching, delegation, and communication
Partner with Performance and Development Coaches to implement Success Maps, Playbooks, and training plans that support growth, success, and career development for branch staff
Demonstrate and promote Partners’ Core Values of Care, Respect, Commitment, Integrity, and Trust in all interactions
Additional Responsibilities
Perform procedures for opening and closing operations, including vault, alarm, and door duties as assigned
Accurately complete Internal Verification Process (IVP) reports and other audit requirements
Communicate emerging operational or member issues promptly to the Branch Manager
Knowledge & Skills Minimum Education Required: High School Diploma or GED
Minimum Years of Relevant Work Experience Required: 2 to 5 years
Other Training, Technical Skills, or Knowledge Required: Experience using Microsoft Office
Other Measurable Abilities Required:
Excellent Member Service, verbal, and written communication skills
Ability to take initiative, work in a team, and resolve conflicts
Exceptional decision-making and problem-solving skills
Shift Work Shift work including weekends consists of hours outside of an 8‑5 schedule to cover the hours of operation.
SCOPE OF JOB Discretion/Latitude: This role requires a moderate level of supervision. Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables.
Supervisory Scope
Provides leadership to cast through effective objective setting, coaching, delegation, and communication
Ensures that Cast is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees
Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement
Physical Demands & Environmental/Working Conditions
Move self in different positions to accomplish tasks in various environments including tight and confined spaces
Remain in a stationary position, often standing or sitting for prolonged periods
Adjust or move objects up to 15 pounds in all directions
Perform repeat motions that may include the wrists, hands, and/or fingers
Use primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together
Verbally communicate to convey detailed or important instructions or ideas accurately, loudly, or quickly
Hear average or normal conversations and receive ordinary information
Prepare or inspect documents or products, assess the accuracy, neatness, and thoroughness of assigned work, or operate office machinery through average, ordinary, visual acuity
Disclaimer The information contained in this job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
The hiring range for this position in California is $68,640 to $96,240 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Business Development and Sales
Industries Internet Publishing
Referrals increase your chances of interviewing at Partners Federal Credit Union by 2x
#J-18808-Ljbffr