Vice President, Member Experience

About the Organization Billion-dollar credit union serving nearly 80,000 members throughout California's beautiful Central Valley is looking to expand their team. For over 75 years we have been providing superior service for our members and community. As a not-for-profit financial cooperative we believe in banking with a purpose and therefore annually return millions of dollars to our members in the form of better rates, lower fees, and access to fair credit. We pride ourselves in helping our members achieve their financial dreams. At the end of the day, we are optimists, partnering with our members and community to empower a brighter future. Together, we are doing great things for the community we call home. Description The Vice President, Member Experience plays a vital role in bringing our mission to life by leading our branch network to make good happen for our employees, our members, and our communities. This leader will inspire and empower our retail teams to deliver exceptional service, deepen relationships, and drive meaningful community impact. With expertise in consumer and business financial solutions — including mortgages — this role ensures our branches thrive both operationally and purposefully, achieving goals that align with our vision for financial wellness and growth. Responsibilities Establishing an annual business plan to include individual branch goals and will also create an environment that motivates and inspires the teams to extend banking services to the members that make our communities thrive Develop tactical plans aimed at enhancing the member experience across all touchpoints Analyze and make appropriate recommendations for sustaining our high member satisfaction rate Provide regular communication with branch staff about credit union changes, initiatives and any other relevant information that needs to be shared To be successful, this individual will possess a passion for “Making Good Happen” for our members, employees, and community Collaborates with other areas of the credit union and vendors, ensuring smooth implementation of new and/or enhanced processes, products, or systems. Ensures all branch audits and reports are completed thoroughly and in a timely manner. Responsible for responding to internal audit requests for documents Ensures all audit findings related to branches are corrected Responsible for updating policies and procedures and ensuring compliance with credit union policies, procedures, and governmental regulations Directs and monitors branch operations to ensure they meet organizational goals and objectives. Monitors product delivery quality and takes action to resolve any issues This role will be tasked with developing and enhancing member relationships to better serve them with our financial products and services Develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership Advises reporting managers on policy questions, staff requirements, performance evaluations, and other administrative/operations matters. Assists in setting annual goals for the branches’ employees Responsible for cash management for branches Provide coverage at branches, as necessary in the absence of the branch manager Conduct regular branch visits to all branch locations Lead meetings with branch leadership team ideally on a monthly, but no less than quarterly basis Manages a team of direct reports that consists of Branch Managers, Retail Area Market Manager and Financial Health Educator Complete annual performance reviews for each direct report in a timely fashion Provide reports for KPIs and other operational reports as requested Represent Valley First in the community as well as with members and business partners. Ensure retail teams are supporting community impact and financial education goals. Participate in the hiring decision for branch leadership positions and be included in all branch hiring activities as needed Other duties as assigned Experience, Education & Skills Bachelor’s Degree in Business or equivalent strongly preferred 8+ plus years’ retail and branch leadership experience within a Credit Union Symitar experience and expertise preferred Strong knowledge of consumer products Presentation and sales skills Proven leadership with front line employees Pay Range & Work Schedule This position is a Grade 14, with a salary ranging from $135,000 to $165,000 per year The anticipated pay rate for new hires is between the low-end and midpoint of the range, depending on experience The pay rates listed above are based upon the geographic location of our Administrative Offices in Modesto, CA using the greater Central Valley area for our pay range calculations Full Time, exempt position. Schedule will be based around normal business operating hours Monday to Friday Occasional weekend events and after hours availability required, typically with advanced notice Position Requirements Mental/Emotional Requirements Technical aptitude to understand complex programs and applications. Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation. Strong written, verbal, and interpersonal skills. Detail‑oriented, organized, accurate and ability to adapt to change. Excellent decision making and time management skills. Well‑developed analytical and problem‑solving skills. Ability to trouble‑shoot problems and research capabilities of current or proposed products. Physical Requirements Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading. Climb/descend stairs in an emergency situation. Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed. Maintain working on a computer for six to eight hours daily, on average. Work extended hours if required or requested by management. Regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in climate‑controlled shared work area with minimal noise. Other Requirements Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team. Read and carry out various written instructions and follow oral instructions. Speak clearly and deliver information in a logical and understandable sequence. Effectively handle multiple, simultaneous, and changing priorities. Exercise highest level of discretion on both internal and external confidential matters Location Administrative Office: Modesto, CA. Full‑Time. Exempt. We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. #J-18808-Ljbffr