AVP of Member Service

Rogue Credit Union•Redding, CA

2d•$115,642 - $144,552

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. This role inspires loyalty and directs outstanding member experiences across assigned branches and regions. The AVP serves colleagues and staff as a trusted adviser and catalyst for organizational success, supports the community and credit union movement, and defines regional branch strategies. The role is accountable for assigned teams’ goals and metrics while fostering exceptional member service, operational excellence, and active member participation. The position recruits, develops, and evaluates staff; executes strategy using market awareness and data; maintains operational excellence and accountability; leads projects supporting Member Service objectives; and helps ensure compliance, safety, security, and facility standards across assigned areas. The position requires flexibility in scheduling and travel to Credit Union regions may be required.

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 the ability to build rapport.
Critical-thinking skills and the 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; resourcefulness.
Must be bondable.
Valid driver's license required.
Ability to adjust proactively to unpredictable schedules and independently monitor work hours.
Ability to present oneself courteously and professionally as a direct representative of the Credit Union.

Responsibilities

Recruit, hire, train, coach, and motivate qualified staff to meet operational needs.
Ensure assigned areas pursue and achieve strategic objectives, goals, and scorecard metrics.
Establish objective accountability measures and evaluate direct reports’ performance.
Create and maintain a coaching culture that supports 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 provide strategic recommendations.
Maintain operational excellence and accountability to deliver consistent exceptional experiences.
Work with teams to identify and propose process improvements and efficiencies that align people, processes, and technology.
Lead key projects that help the Member Service area achieve organizational goals and objectives.
Stay current on applicable regulations, Credit Union policies, operational controls, safety measures, service, and security procedures.
Promote staff understanding of regulations and Credit Union guidelines.
Coordinate with Facilities and Security to maintain the appearance, maintenance, and security of assigned departments.
Perform other duties as needed or assigned.