AVP of Member Relations

Northern Credit Union•Watertown, NY

About The Position

The AVP of Member Relations provides leadership and operational oversight for Northern’s Relationship Center network while exhibiting Northern’s Humble, Hungry, and People Smart virtues. The role develops and holds Relationship Center leaders accountable for delivering an exceptional member experience, achieving growth and performance objectives, maintaining effective staffing and operations, and consistently executing Northern’s policies, service standards, and regulatory requirements. In partnership with the VP of Member Relations and other organizational leaders, the AVP translates strategic priorities into coordinated action, monitors results, and strengthens leadership capabilities that advance Northern’s people-first culture, financial performance, and long-term strategic direction. The position leads and develops the Relationship Center leadership team; advances membership, deposit, relationship, and community growth; and oversees network performance, operations, staffing, and risk management. It also represents Northern in the community, builds professional relationships with internal and external partners, and contributes to member and employee development and organizational initiatives. The role requires a regular workday in addition to evenings and weekends, consistent physical presence within the Relationship Centers, and regular travel between locations. A valid driver’s license, proof of insurance, and reliable transportation are required. The work is sedentary most of the time and takes place without hazardous or significantly unpleasant conditions.

Requirements

Bachelor’s degree from an accredited college or university, with a specialized course of study at a business or trade school.
Seven to ten years of progressively responsible leadership experience in the financial services industry, including a record of coaching leaders, driving operational execution, supporting growth objectives, and delivering exceptional service.
Excellent verbal and written communication and presentation skills.
Ability to develop and motivate people one-on-one and in small groups.
Ability to work both independently and as part of a team.
Ability to multitask, shift between priorities, prioritize a wide range of responsibilities, and complete tasks and projects accurately while meeting competing deadlines.
Diplomacy and the ability to work under pressure and remain calm in tense situations.
Strong problem-resolution and assertive communication skills when working with members, vendors, leaders, and internal owners.
Maturity and proven ability to handle confidential and sensitive information professionally.
Confident leadership skills and ability to maintain effective teamwork across Member Relations and other departments.
Adaptability to new or non-traditional environments and commitment to the community, member engagement, and Northern’s objectives.
Exceptional member service skills, including a relationship-focused approach, product and service knowledge, attention to detail, and adherence to operational policies and procedures.
Technological proficiency, particularly with self-service options, and awareness of evolving consumer needs and trends.
Working knowledge of PC-based software, including Microsoft Office Suite and internal database programs.
Valid driver’s license, proof of insurance, and reliable transportation.
Ability to travel regularly between Relationship Center locations and maintain a consistent physical presence there.
Ability to perform the described physical and mental activities, including frequent typing and hand movements, detailed communication, document preparation, basic business mathematics, and professional presentations.

Responsibilities

Model Northern’s Ownership philosophy and strengthen its people-first culture through positive leadership, member service, communication, and implementation of approved cultural and service initiatives.
Build and enhance member relationships and contribute to members’ financial well-being.
Lead, coach, develop, hire, evaluate, and manage the performance of Relationship Center leaders.
Set clear expectations and review member experience, growth, productivity, staffing, operational accuracy, compliance, audit, and loss results; address performance gaps and ensure timely corrective action.
Direct Relationship Center leaders to maintain well-kept locations, effective staffing, efficient operations, and outstanding member service.
Maintain confidentiality in accordance with Northern’s Confidentiality Policy.
Develop strategies to grow membership, deposits, relationships, and community engagement across the Relationship Center network.
Develop leaders’ external business relationships with existing and prospective SEGs, businesses, dealerships, and other community partners.
Partner with Marketing and other departments to execute approved product promotions and growth initiatives and support organizational goals.
Lead execution of approved membership, deposit, product, outreach, and relationship-growth strategies; monitor results and adjust as needed.
Coordinate organization-wide events and community initiatives and support local activities led by Relationship Center leaders.
Implement approved service standards and operational efficiencies across transactional services, cash management, new accounts, lending, collections, SEG business development, and training.
Monitor productivity, staffing effectiveness, service delivery, operational accuracy, and adoption of approved processes and technology; ensure leaders address identified gaps.
Ensure adherence to policies, procedures, operational controls, laws, and regulations; monitor audit, compliance, quality-control, fraud, security, and operational findings and ensure concerns are resolved or escalated.
Provide the VP of Member Relations with performance insights and recommendations about results, trends, risks, staffing needs, leadership capability, and improvement opportunities.
Promote Northern’s Core Values and teamwork, and seek solutions to issues involving member and internal-owner expectations.
Provide informed, friendly, prompt, professional, and accurate communication, service, and support to members and internal owners.
Assist with expense reports and make recommendations for the department budget.
Offer constructive suggestions to attract members and enhance product penetration.
Maintain current knowledge of credit union industry trends, products, services, delivery channels, and applicable state and federal regulations.
Participate in educational programs and pursue personal career development and new skills.
Establish and maintain professional relationships with members, partners, association groups, service vendors, and other relevant parties.
Perform other related duties as assigned.