Senior Vice President of Member Experience & Service Delivery

Description

JOB STATUS: Exempt (Executive)

REPORTS TO: President/CEO

SUPERVISES: VP of Retail Services, Director of Marketing

WHO WE ARE: At Central One, our values are to Deliver Exceptional Service, Work as a Team, Have Fun, and the Credit Union philosophy of People Helping People; all while striving to be C.E.N.T.R.A.L. One Ambassadors. CENTRAL stands for Caring, Enthusiastic, Nimble, Team-Oriented, Resilient, Altruistic and Loyal. At the core of our values lies a commitment to our community, members, and employees, with a focus on overall well-being.

PRIMARY FUNCTIONS: A passion for Central One and our values. Responsible for ensuring that the credit union’s members have a positive and engaging experience across all touchpoints, from initial contact to account management. Accountable for providing leadership and direction to the branches and the Marketing department, and identifying opportunities for continuous improvement to enhance member satisfaction and loyalty. 

DUTIES and RESPONSIBILITIES:

1. Strives to be the Ideal Team Player: hungry, humble and (people) smart. 
2. Serves as community role model and participates in volunteer activities to support the People Helping People value and enhance the Credit Union's visibility. 
3. Be a visible presence in the local community. Promoting the credit union through visible participation in business, community, and charitable organizations and activities. 
4. Lead strategic initiatives to cultivate a culture of service excellence, develop a unified member experience strategy, and leverage technology to create seamless interactions for members. 
5. Enhance member acquisition and experience across digital and physical channels.
6. Monitor member feedback and satisfaction levels, analyze data, and make recommendations to improve the overall member experience.
7. Work with other departments to create training programs that will provide employees with the ability to enhance member engagement and service.
8. Collaborate with cross-functional teams to ensure a consistent and seamless member experience across all channels, including digital and traditional.
9. Monitor and evaluate emerging fintech partnerships, digital banking platforms, and financial technology trends; assess their applicability to Central One’s member experience strategy and recommend adoption or integration opportunities that advance the credit union’s competitive positioning.
10. Lead the design, implementation, and continuous improvement of member onboarding systems and workflows; ensure that new member experiences across digital and in-branch channels are intuitive, compliant, and reflect Central One’s service values from the first point of contact through full account activation and engagement.
11. Oversee the timely processing, completion and compliance of all deposit, loan and sales functions within the department.
12. Conduct staff meetings to disseminate pertinent information, review methods of operation and discuss problems. 
13. Oversee the development and monitoring of performance standards within respective departments. Provide mentoring and coaching to support and develop retail and marketing management team and staff. Maintain a well-trained, highly-motivated staff. 
14. Implement, evaluate and revise policies and procedures for Retail Services and Marketing, ensuring that they are in line with credit union goals as well as comply with all applicable laws and regulations.
15. Work closely with all other management personnel to develop business, increase productivity, market penetration and level of product usage. 
16. Develop relationships within the community and cross-sell all services of the credit union. Counsel members with any problems that cannot be handled by staff.
17. Implement new products/ services and procedures that will provide additional or improved member service.
18. Participates in establishment of annual operational budget and monitor performance to budget throughout the year; establishes annual sales goals (in conjunction with marketing) for deposit products and initiates actions to achieve the goals.
19. Develops, proposes, gains acceptance for and implement deposit program strategy & policy; leads activity related to new product development with respect to deposit programs and products.
20. Responsible for Retail Vendor Management including RFP development and vendor selection; conducting due diligence on vendors, including identifying and managing risk; track and analyze vendor performance to ensure vendor compliance with the responsibilities outlined in the contract and statement of work. 
21. Stay current on job-related equipment, procedures and/or information by reading handouts/memos, attending meetings and seminars and other necessary means.
22. Adhere to all applicable Credit Union policies, procedures and regulations.
23. Maintain community involvement and participate in special projects, as needed.\
24. Perform other duties as requested, or assigned.

Pay Range: $183,000 - $235,000 per year commensurate with experience

Requirements

Education: Bachelor's degree or equivalent experience.

Experience: 10-15 years of progressively increasing experience in a financial institution with supervisory responsibilities. Understanding of insurance and/or investment sales helpful. Experience with fintech partnerships, digital banking platforms, or financial technology innovation preferred. Demonstrated experience designing or overseeing member onboarding systems in a financial services environment strongly preferred.

Skills: Knowledge of banking regulations and managerial techniques; excellent supervisory skills; ability to do detailed work and exercise judgment; skilled in the use of computers and other office equipment; decision making and leadership skills; familiarity with fintech ecosystem and digital financial services platforms; working knowledge of member onboarding systems design and digital workflow optimization

Traits: Capacity for getting along with others; initiative; resourcefulness. 

Salary : $183,000 - $235,000