Connexus Credit Union

Brand Manager

• Join Connexus Credit Union as Director of Brand Experience and help shape the marketing strategies that drive growth, deepen member relationships, and strengthen our market presence.
• This role is responsible for developing and executing national-scale brand, advertising, and integrated marketing strategies that support member acquisition, loan and deposit growth, and measurable business results.
• You'll lead a high-performing team of creative and marketing professionals while leveraging data, personalization, and ROI-driven decision-making to deliver impactful member experiences.
• Reporting to the SVP of Marketing, you'll play a key role in advancing strategic priorities through innovative campaigns, strong team leadership, and marketing excellence.
• Lead the development and execution of a national-scale brand and advertising strategy, ensuring alignment to Connexus growth goals (loan, deposit, and member acquisition targets).
• Clearly define how brand and campaign work translates to measurable progress against strategic objectives, including revenue, acquisition, and engagement metrics.
• Establish and maintain a disciplined ROI framework for all brand and marketing investments, including media, creative, and campaign performance.
• Partner with executive leadership to evolve Connexus’ Unique Value Proposition (UVP) and bring it to market consistently across all channels.
• Supervise and effectively direct holistic brand activities, including creative and advertising teams responsible for content strategy and copywriting, graphic design and visual identity, multimedia and video production, digital marketing, paid and organic advertising, production and project management.
• Provide leadership and workflow management across brand strategy and execution, editorial direction and storytelling, creative design and campaign development, and campaign/collateral production, scheduling, and distribution.
• Drive the development and execution of integrated marketing strategies across email, social, web, and advertising channels, ensuring a consistent and differentiated brand voice.
• Develop and implement marketing strategies and promotions that support loan, deposit and non-interest income growth across the full acquisition funnel.
• Lead initiatives such as personalization, segmentation, and lifecycle marketing, delivering more relevant, targeted member experiences.
• Translate behavioral, transactional, and engagement data into actionable segmentation strategies that increase member lifetime value.
• Oversee analysis of campaign performance, member behavior, and channel effectiveness.
• Reinforce a test-and-learn culture (A/B testing, optimization cycles) to continuously improve outcomes.
• Hold team accountable to clear performance metrics, including cost per acquisition (CPA), conversion rates, campaign ROI, member growth and product per member.
• Regularly communicate performance insights and outcomes to SVP of Marketing in a clear, data-driven format.
• Establish clear processes, prioritization frameworks, and workflows that improve team efficiency, scalability, and strategic focus.
• Serve as a change agent, helping the team adapt to new marketing technologies, capabilities, and ways of working.
• Allocate budget, agency partnerships, and internal resources to maximize impact, efficiency, and creative output.
• Monitor industry trends, competitive activity, and emerging marketing practices.

Director, Brand Experience

Fraud Specialist

• Receives and analyzes dispute, identity theft, credit bureau and fraud claims from members and employees and determines appropriate resolutions
• Works in a dynamic, highly collaborative, fast-paced environment, where member experience and fraud prevention are the goal
• Monitoring fraud software program (Verafin) for compliance with fraud reporting, which includes filing Suspicious Activity Reports (SAR)
• Supports the monitoring and tracking of fraud issues across all channels of credit union; prepares reports for management based on this tracking
• Investigate Identity Theft Red Flag reports and document findings
• Works with the Fraud Analyst to process and prepare case files to and from governmental agencies and any fraud cases we elect to pursue
• Communicate with members affected by fraud incidents, providing support, information, and guidance in the resolution process
• Collaborate with other Connexus departments, other financial institutions, law enforcement authorities or members when researching and resolving suspicious activity, under the direction of the Fraud Analyst, Director BSA & Fraud

General

• Contact members by telephone, mail, and electronic communications in an effort to collect on written off loans and accounts.
• Process communications including but not limited to DSA agreements, disputes, and cease and desist requests.
• Perform Skip Tracing efforts to locate members and assets.
• Maintain an accurate and detailed written record of any and all communications made regarding member accounts, to include but not limited to; account status, third party action, repossession, bankruptcy, etc.
• Address any queries, concerns, or disputes raised by debtors related to outstanding debts, ensuring effective resolution, and maintaining professionalism.
• Respond to third party communication and prepare information required by collection agencies and attorneys. Including reviewing files to approve legal action.
• Prepare regular reports on collection activities and account statuses.
• Assign accounts and update account actions with third party collection agencies and attorneys. This may include filing estate claims.

Director, Brand Experience

Fraud Specialist

Charge Off Recovery Collector