VP - Enterprise Member Experience

TITLE: VICE PRESIDENT - ENTERPRISE MEMBER EXPERIENCE
STATUS: EXEMPT
REPORTS TO: EXECUTIVE VICE PRESIDENT - CHIEF RETAIL OFFICER
DEPARTMENT: ENTERPRISE MEMBER EXPERIENCE
JOB CODE: 11575
PAY RANGE: $166,400.00 - $208,000.00 ANNUALLY
GENERAL DESCRIPTION:
Leads the strategic direction of the Enterprise Member Experience for the entire Golden 1 Credit Union including Member Experience Team employees, planning, and execution. Role models and prioritizes exceptional service delivery to all our members while cultivating a collaborative, inclusive, and positive work environment for employees. Supports the activities of all staff performing face to face, telephonic, and digital member interactions for financial transactions, advice, and education in addition to discovering member solutions and promoting member advocacy. Also sets a leadership role model example for all staff members to ensure integrity, reliability, maximum efficiency, and ensure safe, sound, and compliant operations as well as excellence in all that they do. Directly responsible for leading, reporting and managing the Member Experience across the entire Enterprise.
TASKS, DUTIES, FUNCTIONS:

1. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, strategic objectives, and core values.
2. Provide direction to all leaders and employees on the execution of initiatives to automate processes, develop efficiencies, modernize, and improve the Enterprise Member Experience.
3. Provide leadership to the Enterprise Member Experience Team to support enterprise management to provide Golden Service to our members.
4. Develop and enhance the leadership skills and abilities of team members.
5. Partner with key internal partners across all channels to develop strategies to improve operational soundness, promote member advocacy, enhance relationship development, and increase channel convergence.
6. Develop and maintain procedures that result in an exceptional member and employee experience while maintaining complete regulatory compliance and risk tolerance.
7. Represents the Retail Division on assigned projects. Owner of corporate strategic initiatives or programs as assigned by the EVP, Chief Retail Officer. Lead the initiative when appropriate and represent Retail on other assignments when Retail is not the business owner or sponsor.
8. Participate in special and standing committees as required.
9. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including BSA, UDAAP, FLSA, etc. as appropriate to the position.
10. Successful completion of required curriculum as appropriate to position.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of staff.
2. EXTERNAL: Financial industry training associations, community organizations, local colleges, travel agencies, vendors, and consultants.

QUALIFICATIONS:

1. EDUCATION: Bachelor's Degree in related field or equivalent work experience.
2. EXPERIENCE: Seven years in a financial institution in a leadership capacity (or related discipline), including three years in a senior leadership capacity with Member Experience Management preferred. Experience working in a retail consumer banking environment related to a branch network, contact center and digital banking.
3. KNOWLEDGE/SKILLS: Leadership skills, strong presentation skills, knowledge of branch operations, internet and remote banking products, personal computers, excellent oral and written communication skills, and sound knowledge of compliance and banking regulation. Mastery of service techniques and practices in a credit union environment.

PHYSICAL REQUIREMENTS:

1. 1. Prolonged sitting throughout the workday with occasional mobility required.
   2. Corrected vision within the normal range.
   3. Hearing within normal range. A device to enhance hearing will be provided if needed.
   4. Ability to lift 20 lbs. as may be required.
   5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
   6. Local and statewide travel by car or public conveyance.

LICENSES/CERTIFICATIONS: None
REV. 2/26/2024
Other details

• Job Family Vice President
• Job Function Vice President
• Pay Type Salary
• Min Hiring Rate $166,400.00
• Max Hiring Rate $208,000.00

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