VP of Member Services
Company: Consumer Retail Banking, Cheyenne, WY
Posted on: September 15, 2018
Our purpose at Company is to help our members and teams succeed in doing the things that matter to them. We invest in you and your career, with a big-picture perspective on what's important in your pursuit of life. We genuinely believe that there is no problem we can't solve together, and we consistently ask "What more can we do" At Company, we strive to spend our time, energy and money doing meaningful things that make a difference for the people and places we care about. We would like you to know that our #1 priority is to hire and retain employees who provide outstanding service to every member and employee every day. The culture at Company is a fun-loving, optimistic, growth-minded culture, with a strong sense of personal and corporate responsibility, and a genuinely caring, down-to-earth approach to helping members succeed financially and in life. We have a total commitment to creating a positive environment for our teams, and being engaged. Unlike most companies, where core values are just a plaque on the wall, our values play a big part in how we hire, train and develop our employees. As a VP of Member Services, you'll oversee all aspects of Retail Services network and the Contact Center. Responsibilities include supporting the overall financial objectives, business development and relationships, member service and Contact Center goals, personnel development, and implementation of strategic business plans in order to ensure that Retail Services achieves all business objectives. Vice President of Member Services is a senior management level role and reports directly to the Chief Operations Officer. The VP of Member Services will also focus on the following:
' Directs activities of the branch operations, in accordance with Credit Union policies and objectives. Set priorities
and effectively delegate tasks to Regional Directors and Contact Center management team.
' Collaborates with the COO in preparing short-term and long-range plans that are in line with the strategic objectives
of the credit union; including establishing a budget for retail operations. Ensures that budgeted goals are achieved
and cost objectives are met.
' Ensures there is a solid alliance with all credit union departments; focusing on building relationships with peers to
achieve world-class service through all channels.
' Provide leadership and direction to the Business Development team to acquire of new Select Employee Groups
(SEG) as well as deepen the relationship with existing SEG.
' Provides recommendation regarding operating policies and objectives or changes in existing policies and
objectives; ensures compliance with and implementation of approved policies and objectives.
Eight years to 10 years of similar or related experience, including preparatory experience.
4 Year College Degree required.
The ability to motivate or influence senior level personnel, internally or externally, is a key component of the job, requiring a significant level of expertise, credibility, influence and trust. Proficiency in developing and delivering material presentations on complex topics can be important to fulfilling the responsibilities of the position. The inability to communicate at this level would disqualify the individual from being able to fulfill their job responsibilities.
Requires a comprehensive knowledge of Retail Sales and Service and Call Center activities as well as financial institution concepts, processes, practices, and procedures. It also requires extensive experience in member and customer service. Ability to exercise judgment, employ initiative, implement programs, and guide/lead others towards work goals. Demonstrated effective planning, organizational, and problem solving skills. Demonstrated ability to communicate effectively, orally and in writing, and interpret complex oral and written instructions. Skill in resolving member problems and developing/maintaining community relations. Experience with member/customer service operations to include understanding of effective member service philosophy. PC proficient, including Microsoft Office (Word, Excel, Outlook) and the Internet.Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.)
Keywords: Consumer Retail Banking, Cheyenne, WY, Cheyenne , VP of Member Services, Executive , Cheyenne, Wyoming
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