Product Manager - Member Services - Fintech

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This non-profit financial institution is a member-owned, purpose-driven credit union located in NH. This credit union has been named one of \"America's Best Credit Unions\" by Forbes, ranking in first place in New Hampshire. They strive to provide exceptional value, convenience, and the highest possible level of service each day while celebrating and supporting their community.

They are looking for a Member Services Product Manager responsible for feature definition, creation, and ongoing iteration across the credit union's suite of tools and systems that allow members to access, and employees to provide, quality assisted service across channels. This includes telephone-assisted service, remote chat, email service, and Interactive Voice Responses (IVR), as well as the credit union's Customer Relationship Management (CRM) system.

This is a full-time hybrid role in Portsmouth, NH requiring you to come in to the office at least once a week.

Required Skills & Experience

• 5-10 years of similar or related experience
• Bachelor's degree required or minimum of four years directly related experience
• General knowledge of consumer banking products, across deposits, cards and lending
• Knowledge and experience working with Episys/Symitar
• Knowledge and experience in Five9 or other similar multi-channel contact center platforms
• Knowledge and experience in Synapsys, Salesforce or other lending CRMs
• Proficient in Jira and other Atlassian tools
• Possess and exhibits excellent analytical, prioritization and time management skills

What You Will Be Doing
Responsibilities:

Define and manage a product roadmap for the credit union's assisted member service products, including our multi-channel contact center platform and our CRM system, establishing product vision, setting product goals, and managing relevant product lifecycle milestones from initial design through to rollout and sunsetting.

More details on responsibilities can be provided to you upon responding to this job post.

Benefits:

• 401k plan with employer contribution
• Student loan assistance program
• Tuition assistance program
• Comprehensive medical/dental/vision +
• PTO and paid federal holidays

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