The Assistant Vice President of Member Service is responsible for ensuring consistently excellent member service in all retail delivery channels. This executive will oversee the administration and efficient operation of managing full service branches including operations, lending, product sales, member service, and security and safety in accordance with the Credit Union's objectives. Ensures consistent policy adherence, compliance with regulations, and procedural execution. Monitors member service results, and leads member service escalations to successful outcomes. Provides strong leadership, training and supervision to member service staff; delegates day to day operations to subordinate managers and other branch team members. Leads talent recruiting and staff development.
Excellent Member Service: Responsible for ensuring Texell delivers excellent member service through all channels, with no compromises. Monitors member satisfaction through surveys and other measurement tools. Ensures staff are trained and knowledgeable on all products and services and ensures that staff are delivering service that meets very high service standards.
Operations Management: Coaches and supervises Branch Managers and the Training Coordinator; Provides oversight to ensure that all operations are performed and completed accurately. Ensures that all branch operations and audits are performed consistently and in compliance with policies, procedures and guidelines.
Sales and Monitoring: Closely monitors daily sales data for each channel, and responds promptly to training discrepancies, to ensure sales goals are met. Compiles performance reports and provides timely information to senior management.
Lending and Operations Measurement: Provides underwriting support and guidance to staff, and provides level three underwriting decisions as needed. Prepares summary analysis and recommendations for decisions requiring CEO approval.
Project Management: Plans, organizes, and executes various projects throughout the year, including projects that overlap into areas other than lending and member service. Manages multiple concurrent deadlines, to achieve project objectives. Provides leadership to other key staff and plays an active role in removing project obstacles, and driving project success. Prepares formal project reports for senior management.
Marketing: Manages the growth plans for retail branch delivery channels. Assist in the development of new loan and account products, evaluates product performance, and stays abreast of industry trends. Collaborates closely with the marketing department to ensure all marketing programs pertaining to lending and account growth are well executed and effective.
Business Development: Oversees loan-related and account generating business development efforts, in collaboration with marketing and other key staff. Develops strong working relationship with employers and businesses and delegates and monitors Retail Staff appropriately.
Take a no-compromises approach to fanatically excellent member service, and convey that sense of duty to the entire member service team. Essentially serve has the chief advocate for members, and require the highest service excellence from every delivery channel.
Maintain consistency throughout channels, so that all members are treated equally, and all procedures and policies are followed as expected.
Interviews, hires, schedules, trains, assign work to, evaluate, and authoritatively recommend the discipline and discharge of subordinates in accordance with the Credit Union's policies and applicable laws. Provide timely evaluations of staff by conducting evaluations, revising job descriptions as necessary, establishing and clearly communicating performance goals, and evaluating performance and taking disciplinary action when appropriate. Recommends effective and appropriate incentive programs to reinforce achievement of Credit Union's lending objectives.
Responsible for holding regular staff meetings with direct reports, identifying areas for improvement, changes in procedures, new developments, or changes in services. Keep staff up-to-date on lending and operational trends and general Credit Union information.
Abide by the highest ethical standards befitting the position, and always maintaining integrity with every decision.
Develop a collaborative atmosphere in which department resources are positioned as a support system for all other Texell staff.
Comply with all Credit Union corporate expectations such as, but not limited to: maintain member confidentiality, adhere to Attendance and Punctuality Policy, adhere to Credit Union security policies, attend required meetings, training sessions and participate in assigned committees as required.
Avenues for community involvement should be cultivated and maintained to enhance the Credit Union's standing in the community and to increase opportunities for business development.
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.
EDUCATION and/or EXPERIENCE:
Bachelor's degree from four-year college or university; degreein business administration or related field preferred; and five to ten years of similar or related management experience. A minimum of five years in branch operation oversight is strongly desired as well as a MBA. Must be PC literate, able to create intermediate level documents in Microsoft Word, intermediate level spreadsheets in Microsoft Excel and able to use Windows XP or higher release software with the ability to quickly and effectively learn new software, other, and proficient with common office equipment such as, but not limited to 10-key calculator, copier, fax machine, and telephone.
Must be able to learn and use the Credit Union's core data processing system (3rd party applications, hardware, networks, security, and telephone system and internet applications) for input/output transactions. Such usage includes, but is not limited to, retrieval of information, printing individual account documents, inputting data, updating information, special access to certain fields, and general maintenance of Credit Union records. Must be able to perform repetitive work, continuously performing the same work according to set procedures and sequence of pace.
Must be able to perform under stress when confronted with unusual situations in which working speed and sustained attention are critical aspects of the job. Must display good time management and organizational skills. Able to handle multiple tasks simultaneously. Must be able towork a flexible schedule to correspond with variable workload.
Ability to collect data, establish facts and draw valid conclusions. Ability to effectively analyze and make decisions. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in or from standardized situations.
Ability to work with mathematical concepts such as addition, subtractions, multiplication and division and fundamentals of financial management. Ability to perform arithmetic operations with coins as part of a dollar. Ability to compute ratios, rates and percentages.
Ability to read and interpret documents such as board lending policies, laws and regulations related to lending (i.e., Regulation Z, The Fair Credit Reporting Act, etc.) and the ability to write policy statements, procedural and operating manuals, and speak effectively before groups of staff or members of the Credit Union. Ability to respond to all inquiries and complaints from members, outside contacts, and staff, to communicate effectively with groups and individuals external to the Credit Union whom the lending department may need to contact for information respecting lending. Ability to deliver, understand and apply the English language to problem solving situations. Skilled in preparing and maintaining records.
The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Obtaining cooperation (internally and/or externally) is an important part of the job. Outside contacts become important and fostering sound relationships with other entities becomes necessary.
Responsible for the accurate and timely completion of all job duties listed in the Job Descriptions in compliance with all Credit Union policies and procedures. The staff member is expected to follow instructions; receive guidance and supervision; follow work rules, safety practices, work procedures; meet deadlines; observe punctuality and attendance standards, present a professional appearance, cooperative attitude, and pleasant demeanor.
Ability to use full range of body motion including manual and finger dexterity and hand-eye coordination. Regularly required to talk and hear, use the hands to finger, handle, or feel/discern objects, tools, or controls, such as, but not limited to: personal computer, typewriter and 10-key calculator. Must occasionally lift and/or move up to 10 pounds. The position requires hearing to normal range. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. Some travel may be required.
While performing the duties of this job, the employee is continuously required to be alert, remember a significant amount of details, concentrate, exercise judgment, read, write, reason, and take initiative to start and complete tasks, and exercise patience. Problems encountered require analytical interpretation, evaluation and/or constructive thinking. Problems require analysis of a wide variety of data; weighing the desirability and/or probability of possible outcomes in relationship to each other. Problems involve thinking out several steps into the future. Decisions are frequently made without previous precedent to draw upon.
Normal office environment where there is little physical discomfort due to temperature, noise and dust. A staff member may be involved in a potentially hazardous situation (i.e., robbery). Detailed instructions and procedures are provided to minimize the robbery risk. There may be occasions when the work environment is stressful. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
INTENT AND FUNCTION OF JOB DESCRIPTIONS: Disclaimer: Job descriptions are not intended as and do not create employment contracts. The above information on this description has been designed to indicate the general nature and level of work performed by staff members within this classification. Only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded.
Requirements, skills and abilities included have been determined to be the minimal standards required to successfully perform the position. In no instance, however, should the duties, responsibilities and requirements delineated be interpreted as all-inclusive. Supervisors as deemed appropriate may assign additional functions and requirements. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of staff members assigned to this job. Nothing in this description should be considered as a contract or promise, expressed or implied, to staff members that perform any or all the duties described above. The Credit Union maintains its status as an at-will employer.
Staff members can be terminated for any reason and at any time, with or without advance notice, not prohibited by law.
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