VP Retail Services

VP Retail Services-Onsite

Purpose

Responsible for the delivery of outstanding retail sales and service to members within all credit union branches and through all service delivery channels.

Primary Duties and Responsibilities

• Reports directly to the SVP Member Services and sees that he/she is kept fully informed on all pertinent issues and developments impacting retail services.
• Under the direction of the SVP Member Services, interviews and hires direct reports and assigned department personnel.
• Assists SVP Member Services in developing and conducting ongoing training in the areas of product knowledge and sales and service for all member-facing employees.
• Institutes and maintains effective coaching and accountability measures to support and develop team members and ensures individual development plans are meaningful and up to date for all assigned employees.
• Collaborates with the executive team to continually improve processes and procedures in an effort to improve efficiencies and service levels, and to reduce fraud and losses.
• Assists SVP Member Services in generating ideas to enhance products and offerings and improve member service.
• Leverages sales support resources from outside vendors (including Econocheck and Trustage) to conduct training.
• Responsible for all consumer loan applications within branches and through all delivery channels. Oversees outbound calling activities to generate new loans.
• Maintains understanding of credit union underwriting policies and procedures and serves as back-up for underwriters and lending executives.
• Ensures compliance with regulations, policies and procedures related to fraud prevention and risk management.
• Monitors member feedback surveys for assigned staff and formulates action plans to continually improve services levels. Resolves escalated service issues.
• Participates in professional networking activities and shares industry trends and best practices with the executive team.
• Champions activities that support credit union promotions, campaigns, community events, and business development efforts.
• Assists auditors and examiners as required. Works with management to address and deficiencies or findings.

Other Duties and Responsibilities

• Assures the highest standards for member satisfaction through timely resolution of member service issues, complaints, and problems.
• Attends Board Meetings and Strategic Planning Sessions, as necessary.
• Carries out other general responsibilities or duties as may be delegated by the SVP Member Services.
• Corresponds with local and government law enforcement agencies as needed and maintains strong working relationships with service vendors and community businesses.
• Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering and Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy.

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Training

• Bachelor’s degree in business, finance, or equivalent experience.
• Extensive knowledge of retail services within a financial institution.
• On an annual basis, required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training and all other compliance related programs.

Prior Experience

• A minimum of 10 years of credit union or banking experience with a minimum of three years in a senior management/leadership role.
• Sales Leadership and Development experience is highly desired.
• Consumer Lending experience and understanding of related laws and regulations required.

Interpersonal Skills

This job requires a high degree of people skills to deal with a range of complicated problem situations. Ability to interact effectively with all levels of management, legal counsel, law enforcement, regulators and examiners while maintaining strict confidentiality. Contact with others may often be difficult or stressful in nature and involve complex, detailed, and sensitive topics. These interactions often involve gaining the agreement of others.

Other Special Skills and Abilities

• Extensive knowledge of the principles and practices of management.
• Maintains knowledge of HR policies and procedures.
• High level of communication skills (both verbal and written) to convey procedures, instructions, and objectives effectively.
• Working knowledge of NCUA and other applicable federal/state regulations.
• A high degree of judgment and discretion in developing, applying, and interpreting board and internal policies and procedures.

Physical Demands

The need for physical stamina is low to moderate. Moderate to significant local travel is required

Working Conditions

Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.