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 maint