Vice President of Member Experience

Company Overview
Power Credit Union is dedicated to celebrating meaningful interactions, not just transactions. We are committed to being more than a financial institution - we are a trusted partner in every member's journey, offering support and solutions.

Job Summary
We are seeking a dynamic and strategic Vice President of Member Experience to lead our efforts in delivering exceptional service and engagement to our members. This pivotal role is responsible for coaching, management, and oversight of all branch offices and member service operations of the credit union. Accountable for the administration of branch activities, phone center, sales and service program, and ensuring quality member service is delivered to all members.

Responsibilities

• Maintain a strong knowledge of all credit union products, policies, products, and services, as well as industry regulations.
• Recruit, train, and coach office managers and phone center personnel.
• Analyze, justify, and recommend changes in member service operations to enhance productivity.
• Develop and implement a sales and service culture in coordination with other member facing management team members. Ensure goals throughout the organization or tracked, monitored and personnel held accountable to ensure a successful sales and service program.
• Accountable for accelerating growth, retention, profitability, and member experience goals, while ensuring consistency and process integrity.
• Oversee operational aspects of branch operations to ensure compliance with policies, procedures, laws, and regulatory requirements
• Maintain ongoing contact with office manager, providing assistance, input, feedback and guidance concerning daily operations.
• Monitor branch activity, including number of transactions, volume, teller errors to include cash over and short GL review, teller and loan personal sales and new accounts. Includes onsite, routine office visits.
• Hold period staff meetings. Identify areas for improvement, changes in procedures, new developments, or changes in services or products.
• Ensure offices achieve satisfactory audit results.
• Handle member complaints, inquiries or issues which escalate beyond the office manager or involve lending decisions.
• Analyze operations to determine appropriate staffing levels and hours at all office locations.
• Attend management meetings and conferences as necessary.
• Participate in the development of the credit union strategic plan and update quarterly.
• Proactively solicit new member relationships focusing on the promotion of the credit union’s products and services.
• Participate in community events.
• Consistently apply policies and procedures and demonstrate sound judgment when making decisions and approving exceptions.
• Remain knowledgeable in all areas of the office operations and perform duties of subordinate staff as necessary.
• Recommend, implement, direct and manager changes or improvements in lending, processes, and products.
• Participates in establishment of the annual budget and monitors performance to budget.
• Participate in strategic planning and completes assigned projects.
• Extracts and organizes data to accurately report financial and statistical performance, trends, and projections.
• Develop and maintain vendor relations and update vendor management reporting system.

Requirements

• Three years to five years of similar or related experience
• (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).
• Proven management experience in a senior leadership role within financial services or similar member-focused organizations.
• Strong strategic planning skills with the ability to translate vision into actionable plans.
• Demonstrated expertise in business development, process improvement, and operations management.
• Excellent negotiation skills with a track record of building successful partnerships.
• Experience leading cross-functional teams through change management and project execution.
• Exceptional leadership qualities with the ability to motivate teams and cultivate a positive organizational culture.
• Knowledge of industry best practices in customer/member experience, along with a passion for delivering outstanding service. Join us in shaping memorable experiences for our members! This role offers an exciting opportunity to lead transformative initiatives that make a real difference in people’s lives while working within a vibrant, supportive environment committed to growth and excellence.

Pay: $76,644.00 - $95,805.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location:
In person View the job on Indeed HERE