Assistant Vice President of Branch Experience - El Paso

Nusenda Credit Union•El Paso, TX

About The Position

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We work to make a positive difference in the lives of the people we serve and help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values. We invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more! Thank you for your interest in joining the Nusenda team! We are currently seeking an Assistant Vice President (AVP) of Branch Experience in El Paso to join our organization. As the AVP of Branch Experience, you'll be responsible for the oversight and administration of member experience and service delivered through multiple retail branches. You will ensure alignment to being a trusted financial advisor, delivery of products and services is conducted in a consultative, needs-based manner to uphold member satisfaction, employee satisfaction, productivity, profitability, and growth. You'll ensure each branch maintains compliance with all regulations and policies. Within designated branches, you'll be responsible for staff development, transparent communication, coaching, and ensuring employee engagement efforts align to support organizational goals.

Requirements

Five years to eight years of similar or related experience
Bachelor’s Degree in business or related field, with additional coursework in leadership and banking preferred
Must have in-depth understanding of branch operations including consumer lending, sales and service initiatives and problem resolution.
Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and handle problem resolution.
Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
Development, performance management, training, and employee counseling skills essential.
Excellent organizational and attention to detail skills.
Must possess strong analytical and problem-solving skills, with the ability to derive innovative strategies and implement them in a timely, effective manner.
Ability to adapt quickly to change and proactively communicate.

Responsibilities

Oversight of multiple branch locations focusing on leadership, development, and consistency through ongoing communications including branch visits, leading or attending branch sales meetings, conducting one on ones and observing staff and member interaction designed to support success, achievement of goals, service excellence, and career progression. Branch visits will be conducted with regularity to ensure each branch is visited at least once per month.
Collaborate with Member Resolution Specialist on the operational components of member experience feedback sources and delivery channels.
Monitor service recovery efforts, analyzes and reports survey results, makes recommendations for changes, and monitors industry trends, best practices, and benchmarks.
Compile, analyze, and present Branch Experience and Operations reports.
Work with VP of Branch Experience on identification of strengths and opportunities within the branch network. Provide recommendations for changes and improvements based on the analysis.
Responsible for promoting a retail network that communicates and interacts well with internal support areas and initiatives.
Participate in organizational or departmental initiatives/projects as a representative of the department, serving as a consultant or subject matter expert in both departmental and organization.