Retail Delivery and Experience - VP - Member Financial and Retail Services

TITLE: VICE PRESIDENT - MEMBER FINANCIAL AND RETAIL SERVICES

STATUS: EXEMPT

REPORTS TO: EXECUTIVE VICE PRESIDENT - CHIEF RETAIL OFFICER

DEPARTMENT: RETAIL DELIVERY AND EXPERIENCE

JOB CODE: 11527

PAY SCALE: $184,000 - $205,000.00 ANNUALLY

General Description

Provides strategic direction for growth to Financial Services and other Retail Services that results in exceptional service to our members, communities, and employees. Directs activities of staff performing production, member service, and operational functions related to assisting with member solutions and promoting member advocacy. Sets a leadership example for all staff members to ensure maximum efficiency, always provide exceptional member service, and ensure sound operational controls and operational excellence. Oversees, and is responsible for, overall Financial Services, and other Retail Services as specified operational and regulatory controls and the quality of all audits. Responsible for ensuring appropriate staffing and quality levels are met for exceptional service delivery.

Tasks, Duties, Functions

1. Oversee Financial Services, Insurance Services, and other Retail Services to drive growth, maximize efficient and exceptional service to members and business partners with effective management of resource allocation and processes.
2. Monitor and oversee assigned areas to ensure maximum operational and member experience effectiveness.
3. Ensure programs, communication, servicing, and related activities comply and fully satisfy all applicable laws and regulations.
4. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.
5. Act as a Role Model for the Golden Commitments to Leadership.
6. Participate in and make recommendations for product and service enhancements.
7. Collaboratively develop and implement effective marketing, educational, and promotional strategies. Work with other business units to ensure investment and insurance products and services are being offered as part of an integrated solution for members’ financial wellbeing.
8. Prepare high level presentations including but not limited to, outlining lending program enhancements, specific market trends and dealer relationship manager performance at the request of senior lending leadership.
9. Foster ongoing communication with lending teams to determine and implement best practices for servicing within each dealership and Dealer Relationship Manager market.
10. Establish and maintain industry relationships and serve on relevant committees or advisory groups that have a tangible benefit to Golden 1.
11. Direct, train, supervise, and evaluate division leaders in sound management techniques.
12. Research, analyze, recommend, and implement approved division budgets.
13. Manage all vendor relationships within division, assuring that meet Golden 1 standards. Evaluate vendor relationships and operating agreements to ensure vendor performance meets or exceeds expectations and associated vendor expenses are competitive and favorable to Golden 1 within marketplace.
14. Be available twenty-four hours a day, seven days a week, to make decisions as needed, keep on top of current events and provide appropriate level of communication to management regarding any operational impact to the Credit Union, our employees, and/or membership.
15. Contribute and advice on member communications in response to issues reported and subsequent actions to remedy or resolve. Review for trends that may indicate process issues and opportunities to improve/expand/replace existing services or products and act or recommend accordingly.
16. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Highly effective oral and written communication skills required.
2. Must possess sufficient manual dexterity to operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone.

Organizational Contacts & Relationships

1. INTERNAL: All levels of staff.
2. EXTERNAL: Financial industry training associations, community organizations, local colleges, travel agencies, vendors, and consultants.

Qualifications

1. EDUCATION: Bachelor's Degree in related field or equivalent work experience.
2. EXPERIENCE: Seven years in a financial institution in a management capacity (or related discipline), including three years in a senior leadership capacity.
3. KNOWLEDGE/SKILLS: Leadership skills, strong presentation skills, knowledge of branch operations, internet and remote banking products, personal computers, excellent oral and written communication skills, and sound knowledge of compliance and banking regulation. Mastery of service techniques and practices in a credit union environment.

Physical Requirements

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Ability to lift 20 lbs. as may be required.
4. Hearing within normal range. A device to enhance hearing will be provided if needed.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
6. Requires frequent travel to interact with in-field employees and to attend meetings, seminars, and conferences.
7. Long work hours may be required to accomplish assigned responsibilities.

Licenses/Certifications

None required.

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