AVP of Member Service

Rogue Credit Union•Redding, CA

About The Position

The AVP of Member Service creates commitment to the Credit Union’s vision, mission, and values and guides assigned divisions in executing organizational objectives. The role inspires loyalty and directs outstanding member experiences in assigned branches and throughout the Credit Union’s regions. It serves staff and peers as a trusted adviser, respected colleague, and catalyst for organizational success, and supports the community and credit union movement through dedicated service. The position defines regional branch strategies and leads teams in achieving goals and metrics while fostering exceptional member service, operational excellence, and active member participation. It oversees staffing and staff development, strategy execution, operational accountability, process improvement, key projects, and regulatory and policy compliance in assigned areas. This exempt role requires flexibility in scheduling and the ability to independently manage hours and adjust proactively to unpredictable schedules. Travel to all Credit Union regions may be required. The employee represents the Credit Union professionally and may be exposed to potentially hazardous conditions such as robbery. Rogue Credit Union is a drug-free workplace and requires a drug screening test within 48 hours of an employment offer.

Requirements

Five to eight years of similar or related experience.
Education equivalent to a college degree, such as a BS or BA in a relevant field.
High-level management and personnel development skills.
Strong networking skills and ability to build rapport.
Critical-thinking skills and ability to make recommendations.
Ability to hire a team capable of building trust and credibility in new markets.
Excellent time-management and organizational skills.
Self-starter.
Strong analytical and problem-resolution skills; resourceful.
Must be bondable.
Valid driver's license required.
Ability to work flexibly, independently monitor work hours, judge time needed for duties, and adjust proactively to unpredictable schedules.
Must conduct and present themselves courteously and professionally as a direct representative of the Credit Union.
Some lifting up to 30 pounds; continuous sitting; occasional standing and walking; finger dexterity when using a computer; occasional talking and hearing in person and on the telephone; continuous clear near and distance vision.
Must complete a drug screening test within 48 hours of an employment offer.

Responsibilities

Recruit, hire, train, coach, and motivate qualified staff to meet the daily operational needs of assigned areas.
Ensure assigned areas pursue and achieve objectives, goals, and scorecard metrics outlined in the Strategic Business Plan or otherwise assigned.
Maintain objective accountability measures and evaluate the performance of direct reports; foster a coaching culture focused on employee achievement and member loyalty.
Execute defined strategy and stay informed about trends and changes in assigned markets.
Use data and analytics to understand assigned areas, make decisions, and develop strategic recommendations.
Maintain operational excellence and accountability in areas of oversight to deliver consistent, exceptional member experiences.
Work with teams to identify and propose process improvements and efficiencies that align people, processes, and technology.
Lead key projects that support Member Service area and organizational goals and objectives.
Stay current on applicable regulations, Credit Union policies, operational controls, safety measures, and service and security procedures; encourage staff understanding of regulations and guidelines.
Work with Facilities and Security to maintain the appearance, maintenance, and security of assigned departments.
Perform other duties as needed or assigned.
Travel to Credit Union regions as required.