Vice President Member Services

The Vice President position is part of the Senior Management Team at Sheboygan Area Credit Union. Besides the regular responsibilities and expectations, this individual works within the senior management team to develop processes to help the organization reach its strategic goals. The Vice President position includes several facets within the Credit Union. Oversee and lead member services related to operations, compliance, consumer lending, sales, and service activity. Responsible for providing efficient, progressive, financial services and products to our member owners in agreement with the Credit Union philosophy. Be accountable for consistently exemplifying the cores values of SACU: Integrity, Leadership, Dedication, and Members First. Assist President/CEO and COO ensuring that it meets organizational, financial, operational, service, and growth plans.

Responsibilities

• Manages work performance and completes performance reviews of all staff under his or her control. Meets quality monitoring results and feedback goals with effective coaching.
• Collaborate with the Management Team to ensure consistency and efficiency in consumer lending and new membership practices along with all other member services and products.
• Assists in preparing and implementing promotional campaign information, along with evaluating for member utilization (pre and post campaign).
• Manage daily operations of the Credit Union; this may include coverage to meet member service needs, such as assisting on the front-line, answering phone calls and whatever else may be needed within the normal course of business during business hours.
• Provide oversight and supervision to the Member Services staff and engage directly with members to support their banking needs. For lending, this position is responsible for managing the lending team, assisting members to meet their current and future financial goals. Assist with monitoring and growing the overall loan portfolio.
• Review, respond and manage all member complaints to resolution, with a goal of addressing within a 24-hour timeframe.
• Collaborates with Management Team to review and analyze potential products and services which will enhance the credit union’s service profile and/or market position, including cost and member benefit analysis.
• Must fully understand the organization’s Mission, Vision, Strategic Business Plan and Brand to fully drive the competitive niche of this organization. Must be familiar with all products and services and have a clear understanding of traditional and contemporary ways of delivering member services.
• Collaborate with Compliance Officer for any audit or exam findings. Develop and implement corrective action procedures as necessary to ensure compliance and avoid future compliance problems.
• Physical Security Officer for the Credit Union, develop annual security training program, review physical security policies and procedures, and complete annual report for the Board of Directors.
• Coordinates schedules, training, and cross-training of lenders and frontline staff to ensure members are provided excellent service.
• Assist with preparation for supervisory audits and Wisconsin’s Office of Credit Unions (OCU) / NCUA exams.
• Assist/develop, implement, and maintain operational systems and procedures to maximize efficiency and quality of work and to provide consistent quality service to members.
• Manage member service and operational projects by tracking progress, coordinating key stakeholders and leadership to ensure completion within the established timelines.
• Assist in the development and revision of policies, procedures, forms, products, or promotions to ensure compliance with all applicable laws and regulations.
• On an on-going basis, review laws and regulations that impact on the credit union’s compliance requirements, with emphasis on the Bank Secrecy Act, Patriot Act, OFAC, and consumer lending related.

Qualifications

• Three years of direct leadership / managerial experience, including ability to coach, counsel, motivate, and train employees required.
• Bachelor's degree or higher preferred or equivalent experience congruent with the position.
• Comfortable speaking in public.
• Share responsibility for managing the public reputation of the credit union and being a leader in community outreach.
• Must have the ability to exercise good judgment, problem-solving ability, work independently, prioritize workload, attention to detail, and work well under pressure while maintaining a positive, professional attitude.
• Excellent listening, clear verbal, and professional written communication skills.
• Project professional and courteous behavior.
• Service focused behavior with strong commitment to excellence.
• Three years of financial industry experience, preferred.

If you are interested in this newly created position, please email your resume to [email protected].