Vice President of Member Experience

Purpose/About Us:

The primary purpose of this position is to assist Ashland Credit Union (ACU) in living out its mission to “embolden our members to reach higher, achieve more, and take control of their financial future.” A key component to this is providing outstanding service to both internal and external members.

This position will oversee the member-facing areas which include lending, new accounts, and member service by ensuring consistent, quality service in all areas, recommending new and competitive programs/services based upon changing industry trends, and continually evaluating each department’s strategic direction.

This role will report directly Executive Vice President.

Duties and Responsibilities:

Deliver excellent service in alignment with ACU’s Service Standards, Policies and Procedures.
Participate as a member of the Senior Management Team to execute and support the overall vision of ACU as established by its Board of Directors.
Develop, apply, and evaluate credit union policies and procedures related to areas of responsibility to optimize operations while establishing proper internal controls and ensuring compliance with applicable federal and state rules and regulations.
Develop reports and analyze department and industry trends. Look for opportunities to either reduce risk, improve service, or increase profitability.
Develop and implement strategies designed to achieve ACU’s pre-set goals, objectives, and operating budget.
Provide support, input, feedback, and guidance on daily member interactions over all ACU touch points. Monitor branch and call center activity to ensure a consistent member experience.
Assist with complex member problems or questions as appropriate while ensuring the highest quality of member service and satisfaction.
Oversee lending and deposit products including the development of new products, pricing, underwriting, loan documentation, and loan processing.
Work to ensure efficient, effective, and member-friendly operations in all areas of responsibility with the establishment of systems, policies, procedures, and practices.
Mentor, coach, and train staff. Evaluate employee job performance to ensure staff are well-trained and knowledgeable in all aspect of their job duties and performance is aligned with ACU strategic goals.
Attend board meetings and report on assigned areas of responsibility as requested by the President.
Be a brand ambassador in all interactions with members, employees, Board members and volunteers.
Other duties as requested by the President or EVP.

Qualifications:

Graduate level degree in applicable field.
Minimum 10 years leadership experience in a progressive financial institution
Ability to coach, mentor, and develop staff for career success
Ability to collaborate and lead other managers and supervisors
Strong member service orientation with demonstrated skills in relationship management and cultivation
Proficient knowledge of financial institution operations and regulatory requirements
Excellent organization, time management and communication skills
Critical and strategic thinker with high attention to detail and accuracy
Committed to working full-time onsite at ACU including occasional overnight travel to other locations as well as potential travel for visits to business partners, eligible companies, and education sessions.

Ashland Credit Union

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Vice President of Member Experience