Job Type

Full-time
Description
The Vice President of Member Experience (VP-MX) holds a pivotal position within the senior leadership team, spearheading the comprehensive daily operations of the credit union's branches. This role is not only about directing strategic and operational activities but also about nurturing and guiding a highly qualified, professional team to their fullest potential. With a focus on developing and leading this team, the VP of Member Experience ensures that the credit union's branches operate seamlessly, delivering exceptional service while upholding the highest standards of efficiency, compliance, and member satisfaction. Additionally, the VP plays a key role in contributing to the credit union's growth objectives and strategies, leveraging both technology and personnel expertise to create a unified member experience across all touchpoints.
Essential Job Functions
• Lead, Manage, and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Effectively uses a people analyzer to find the right people and right seats. Lead and manage overall daily operations of branches and hold direct reports accountable for performance and development through coaching and leadership.
• Collaboration: Collaborates with President/CEO and cross-functional teams and leadership to align branch operations to RVCU's strategic initiatives, growth and performance. Participates in executing strategy for credit union's goals and objectives and communicates such goals and objectives to the team. Fosters a collaborative environment where ideas are shared, and teamwork is encouraged to achieve common goals.
• Focus on Purpose/Mission: Focused on the credit union's purpose of making a positive impact on others, and RVCU's mission to educate members and the community, builds deeper relationships, and provides exceptional service - all of which contribute to credit union growth. Ensures every action taken contributes to advancing the credit union's overarching goals and objectives.
• Accountability Measurement and Coaching: Establishes key performance indicators (KPIs) and conducts regular observations of staff to measure branch and individual performance and regularly assesses progress towards goals. Provides support to team to help them meet and exceed performance expectations, through consistent coaching, professional development, and training. Manages, coaches, and holds team accountable to scorecard/rocks and reports progress to President/CEO. Responsible for self and team's timely and efficient completion of goals/rocks/assignments.
• Employee Retention and Teambuilding: Ensures department is staffed appropriately to deliver a great member experience, with team members who are engaged and fulfilled in their work, properly trained, and receiving regular feedback on their performance. Develop strategies to promote employee retention and team cohesion.
• Member Experience: Continually assesses and improves member experience across all channels, including branches, contact center, and technology/digital platforms. Solicits and documents member feedback and implements strategies to utilize that feedback to enhance member satisfaction and loyalty.
• Compliance: Ensures strict adherence to policies, procedures, regulatory requirements and compliance standards in all branch operations. Stays abreast of trends and changes in the industry and regulations and implements necessary adjustments to maintain compliance.
• Core Process, Policy, and Procedures: Develops and enforces processes, policies, and procedures to streamline branch operations and enhance efficiencies. Regularly reviews and updates policies and procedures to reflect best practices and regulatory changes.
• Community Advocate: Serves as a representative of the credit union in various community activities and events and is actively visible and involved in the community.
Competencies Required
• People Focused and Strong Communication
• Initiative, Achiever, Goal Driven
• Decision Making, Problem Solving, Adaptability
• Leadership, Management and Accountability
• Trustworthy, Reliable and Confidential
Requirements
•Bachelor's (4-year) degree required in business or related field
•Master's degree desired
•7-10 years' progressive experience in a financial institution
•Prior management/leadership experience, preferably in retail/branch operations of a financial institution
Who we are: Rock Valley Credit Union (RVCU) is a not-for-profit financial institution owned and operated by our members. We're innovators in our region and the industry and are expanding to meet the needs of our growing member base. We are looking for motivated individuals to help empower and equip every member, for wherever life takes them.
The RVCU Difference: We believe that each team member is a valued contributor. We strive to be an employer of choice by creating a positive and rewarding workplace that helps our team succeed. RVCU provides a work environment that promotes learning, growth, and the opportunity for team members to challenge themselves and grow personally and professionally. Please click here to see what working at RVCU is like.
Competitive Compensation and Excellent Benefits:

• Medical, Prescription, Dental, Vision, Life, and Short- and Long-Term Disability Insurance
• Flexible Spending Account or Health Savings Account
• Generous paid time off, including 11 Federal holidays
• 401(K) Plan with employer match
• Discretionary Performance bonuses

Please note that we are unable to offer relocation assistance for this position.
Salary Description

$105,000 - $140,000