SR VP MEMBER EXPERIENCE

SUMMARY:

Provides direction and oversees performance of the branches and call center to achieve optimal member service, while maintaining a high level of employee morale and accomplishing the broad strategies set by the credit union's Board of Directors. The leader for all things member experience within SAFE. Develops strategies, tactics and/or procedures to foster an environment where world class service is expected and delivered on a consistent basis. Ensures that duties and responsibilities assigned to Vice Presidents of Branch Operation(s)/AVP of Member Service Center (MSC) are carried out in a consistent, cost-effective manner that assures maximum member service satisfaction. Responsible for attaining Branch Sales Goals. 

ESSENTIAL DUTIES and RESPONSIBILITIES include the following:

• Directly supervises Vice Presidents of Branch Operation(s) and AVP of MSC   who supervise employees responsible for service delivery within the branches and call center.

• Responsible for maintaining a sales and service culture within branches/call center, coaching -Vice Presidents of Branch Operation(s), AVP of MSC and associated Managers in an atmosphere of continuous improvement and achieving assigned sales and service goals.

• Knowledge of NCUA rules and regulations to ensure branch and call center compliance. Facilitates implementation of regulatory changes as needed.

• Leads efforts to drive a culture of world class service throughout SAFE, both internal and external members. Collaborates with leaders throughout all areas to optimize world-class service delivery. Development and oversight of Member Experience listening/survey programs. Operationalizes learnings from survey results.

• Development and oversight of internal department listening/survey programs. The goal of these programs is to facilitate world-class experiences between employees in various departments.

• Serves as the primary owner while collaborating with Chief Strategy Officer, and others on the development and implementation of retail delivery and member growth strategies.

• Participates in Management Strategic Planning processes. Leads initiatives/projects developed in annual strategic planning sessions or as otherwise assigned.

• Serves as chief escalation point for member complaints through all service delivery channels. Works with other leaders to facilitate “service recovery” efforts that exceed member expectations.

• Development of current and future leaders under umbrella of responsibility. Participates in credit union wide efforts around leadership development.

• Develops, implements and monitors branch sales/production goals.

• Possesses the ability and means to travel to all branch locations to attend meetings or as otherwise required.

• Visits each branch periodically to assess member service and satisfaction.

• Consistent participant in monthly Product & Pricing Committee (PPC) meetings. Serves as “voice of the member” as appropriate in these meetings.

• Coordinates planning and budgeting activities for branches and MSC.

• Responsible for recordkeeping and administering all outsourced ancillary insurance contracts and ensures products that are offered are in the best interest of the membership.  

• Analyzes new products that become available to see if they meet the membership’s needs.

• Coordinates with Learning and Development Department, educational and training programs for all branch/call center employees in the areas of credit union products and services as well as any related federal regulations.

• Supports and/or chairs various fundraisers or events sponsored by SAFE and maintains a visible presence within local communities by attending various events including those held outside of normal business hours.

• Oversees credit union participation in the CO-OP Shared Branching Network.

• Responsible for establishing a system of internal control in all reporting departments to protect credit union assets.  Ensures internal control procedures are followed consistently.

• Oversees the STAMP signature guarantee program with Keymark Financial. Responsible for selecting, training and certifying personnel on STAMP.

• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Directly supervises, Vice Presidents of Branch Operation(s) and AVP of MSC who supervise employees responsible for service delivery within the branches.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; prepares and conducts annual performance reviews; rewarding and disciplining employees; addressing complaints and resolving problems.

PERFORMANCE STANDARDS:

Attain and maintain a level of membership satisfaction with credit union products and services that results in increased usage, both in volume and frequency.  

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regulatory Requirements:  Your position has specific procedures that must be followed to comply with Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act.  You will receive annual training to keep you current on any changes to these policies/procedures to assure compliance.  Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.

EDUCATION and/or EXPERIENCE:

A bachelor's degree in business, plus at least twelve (12) years of financial services experience with five (5) of like experience in a similar capacity in the banking services function of a bank, credit union, or a savings and loan of a similar or larger size. Requires the ability to lead and supervise others.  Ability to communicate verbally and in writing with others is essential.

LANGUAGE SKILLS:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedures manuals.  Ability to effectively present information and respond to questions from groups of managers, employees, members and the general public.  

MATHEMATICAL SKILLS:

Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of financial management.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations involved in service delivery functions and practices.  

REASONING ABILITY:

Ability to solve practical problems and deal with a variety of concrete variables and situations where only limited standardization exists.  Ability to interpret a variety of instructions, furnished in written, oral, diagram, or schedule form.  

CERTIFICATES, LICENSES, REGISTRATIONS:

No special requirement.

OTHER SKILLS and ABILITIES:

Ability to operate a personal computer, including a full working knowledge and ability to utilize the following software:  

• Spreadsheets.

• Assets/Liability Management.

• Word Processing.

• Financial Management Software, as might be applicable from time-to-time to service delivery function of the credit union.

• Familiarity with the credit union's data processing system including input requirements, application abilities and general operations.

• Annually complete and achieve passing scores on various SAFE FCU Policy, Procedure, Development and Enhancement Curriculum.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl.

The employee must occasionally lift and/or move up to 35 pounds.  Specific vision abilities required by this job include close, distance, peripheral and color vision; depth perception, and the ability to adjust focus.

MENTAL CHARACTERISTICS:

The mental characteristics necessary to competently perform this job include the occasional need to be resourceful, use complex numerical calculations, spatial perception, and creativity; to frequently be precise and accurate, use problem solving, and basic numerical calculations, and to continuously be alert, able to concentrate, and using supervisory skills

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee occasionally works near moving mechanical parts and in outside weather conditions, and is occasionally exposed to wet and/or humid conditions.

The noise level in this work environment is usually low to moderate.