What are the responsibilities and job description for the Credit Union Vice President, Member Experience position at USC Credit Union?
Oversees credit union retail sales and member services. Develops and implements sales initiatives, reviews sales reports, and ensures that all credit union products and services are promoted. Measures and evaluates organizational service goals and implements adjustments as appropriate. Ensures staff delivers the highest quality of member service and satisfaction. Resolves escalated and/or complex member problems. Provides guidance to subordinate managers on performance management of staff. Reviews use of credit union resources, identifying and communicating best practices for maintaining cost efficiency. Develops and drives implementation of policies and procedures for member services.
Develops and implements strategies to achieve service goals and objectives. Measures progress, evaluates organizational service goals, and implements adjustments as appropriate. Holds periodic staff meetings. Identifies areas for improvement, changes in procedures, new developments, or changes in services or products. Keeps staff up to date on trends and general credit union information. Prepares and disseminates information pertaining to credit union trends, security issues, operations, regulations, and services to department staff on a regular basis. Recommends process improvements to remediate service issues.
Oversees evaluation of customer service. Ensures staff delivers the highest quality of member service and satisfaction. Resolves escalated and/or complex member problems in a professional and positive manner. Conducts, or assists in conducting, market research (e.g., member satisfaction surveys, industry trends). Recommends programs and projects beneficial to the credit union and its members. Cultivates and maintains key relationships with service stakeholders (e.g., management, vendors).
Provides guidance to subordinate managers on performance management of staff. Ensures efficient communication between subordinate managers and staff to ensure high employee engagement. Assists subordinate managers in development and implementation of motivational initiatives for staff (e.g., sales competitions, establishing loan goals). Addresses technical and operational questions or problems from credit union staff. Makes appropriate referrals, recommendations, and suggestions. Prepares retail operations reports as necessary.
Reviews use of credit union resources, identifying and communicating best practices for maintaining cost efficiency. Assists in developing budget for member service center. Monitors budget throughout its lifecycle for compliance. Accountable for the daily branch/ATM cash operations and adhering to cash limits set by the board of directors.
Develops and drives implementation of policies and procedures for member services. Ensures policies and procedures are accurately communicated to all staff. Verifies that policies and procedures adhere to all relevant rules and regulations. Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics.
Minimum Education: Bachelor's degree Finance Or Bachelor's degree Business Administration Or Bachelor's degree in related field(s) Minimum Experience: 12 years Twelve years’ experience of progressively responsible experience in financial institutions overseeing retail operations (e.g., consumer lending, teller operations, overall branch or contact center operations). 6 years Six years’ experience in a management or leadership role. Minimum Skills: Demonstrated interpersonal, organizational, critical thinking, problem-solving, and analytical skills. Extensive knowledge in all aspects of consumer lending. Excellent sales and service skills. Demonstrated ability to teach sales and service skills. Excellent written and oral communication skills, and an exemplary attention to detail. Demonstrated ability to deftly handle time-sensitive matters, meet strict deadlines, and accomplish and sometimes confidential tasks. Ability to build, develop and manage diverse, high-performing teams, fostering an environment of trust, collaboration, transparency, and accountability. Demonstrated experience with office management software/tools (e.g. Google suite, Excel, Skype). Preferred Education: Master's degree Finance Or Master's degree Business Administration Or Master's degree in related field(s) Preferred Experience: 15 years Fifteen years’ experience of progressively responsible experience in financial institutions overseeing retail operations (e.g., consumer lending, teller operations, overall branch or contact center operations). 8 years Eight years’ experience in a management or leadership role. Preferred Skills: Experience with risk management and/or quality assurance in financial services. Thorough knowledge of modern management techniques and practices. Certified Management Accountant (CMA) and Financial Risk Manager (FRM) certifications.
