Assistant Vice President of Member Experience

Are you an experienced leader looking to develop strong teams of financial professionals across multiple regions? Are you an expert in guiding teams to provide excellent customer (member) service while exceeding sales goals?

As the Assistant Vice President (AVP) of Member Experience, you will lead our Retail and Call Center managers toward a continuous program of functional efficiency to ensure the maximum member service and satisfaction while aligning department goals with organizational goals. You will be a true expert on NuMark product knowledge and regularly coach staff in achieving sales and service objectives.

What You'll Do:

• Works with AVP of Branch Operations to oversee Teller and Deposit Services.
• Responsible for meeting loan and deposit product goals including but not limited to loan dollars, new accounts and ancillary products and services.
• With the Director of Sales and Service, coaches and guides staff toward the continuous achievement of excellent member service both in person and by phone.
• Holds staff accountable for the sales and services processes created by the Director of Sales and Service.
• Work with the Employee Experience Team and Chief Experience Officer to maintain appropriate staffing needs at all branch locations.
• Coaches and guides supervisors toward a continuous program of functional efficiency and administrative management. Maintains effective communication with credit union employees at all locations to ensure coordination and exchange of information and to maintain a highly motivated, well-trained staff.
• Maintains staff training and development programs to assure the effective and efficient delivery of member services.
• Assist in setting goals in deposit and consumer loan growth for the regular forecasting process and the annual budgeting process.
• Coordinates the priorities of staffing, service quality, and product delivery.
• Responsible for analysis of relevant data for incentive plans and making recommendations to the Chief Experience Officer for improvements, changes, etc.
• Participates in various external affairs for the purpose of contributing to the public image of the credit union (i.e., Chapter, Chamber of Commerce, etc.).

Qualifications:

• A Bachelor's Degree or commensurate experience in a related field, with a minimum of five years of operational experience in a supervisory capacity within a full-service financial institution is required.
• The ideal candidate should have the ability to plan and organize the activities of others, modifying leadership style or managerial approach to achieve department and cross-servicing goals.
• Strong positive interpersonal and excellent communication skills are required.
• Thorough knowledge of all Credit Union programs and services, as well as related regulations and compliance issues, is essential.
• Proficiency in computer applications associated with the position is expected.

More about Us:

NuMark's mission is to enrich the financial lives of our members. We offer a full menu of financial services from mortgage and auto loans to free checking accounts and business services. NuMark Credit Union is dedicated to putting our members first, treating them like family and helping them do more with their money. We help members get to their fantastic future faster.

At NuMark Credit Union, we recognize how vital our team is to the success of our organization. We believe that investing in the wellness and professional development of our people should be at the forefront of how we operate. Our focus is on making employees feel valued and supported because we know a strong team and positive culture is what gives us a competitive advantage in the markets that we serve. Take a look at our core values that dictate how we treat members and each other:

Passionate - We are dedicated to exceeding expectations and are passionate, open-minded, and committed to serving members and their families on their lifelong financial journeys.

Accountable - We take ownership of our responsibility to act in the best interests of our members and treat everyone with respect.

Collaborative - We work together to provide exceptional service to our members, communities, and each other. We believe in the power of teamwork to achieve a common goal.

Knowledgeable - We believe knowledge is power and that it should be freely shared with our members, communities, and employees.

Member Centric - NuMark members are the foundation of who we are. Our members and our team are made up of diverse backgrounds. This allows us to be an inclusive organization where we can proudly serve everyone.

Benefits:

We want to make sure you're taken care of, which is why we strive to offer competitive and cost-conscious benefits for you and your family. Full Time Employees can choose between several plans from Blue Cross Blue Shield (HMO, Options or PPO), Dental, Vision, 3 weeks of Paid Time Off, Paid Holidays Off, Company Lunches and Parties, Birthday Holidays, Life Insurance (Company Paid), Short and Long Term Disability (Company Reimbursed), 401(k) Savings Plan with Company Match & Profit Sharing, Flex Spending Account, Accident Insurance Plans, Education Reimbursement for Bachelor or Master's Degrees, Employee Assistance Program, Paid Community Volunteer Time, and Career Advancement Opportunities.

Equal Opportunity Employer:

Equal Employment Opportunity has been, and will continue to be, a fundamental principle of NuMark Credit Union where employment is based upon personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, or any other protected characteristic as established by law.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions under the Americans with Disabilities Act (ADA).

• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to handle cash and operate a computer, telephone, and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• The ability to talk and hear both in-person and by telephone is required.
• Light to moderate lifting may be required up to 25 pounds.
• Regular, predictable, in-person attendance is required at the employee's assigned location(s) for all scheduled shifts.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions under the Americans with Disabilities Act (ADA).

• Moderate noise (i.e., business office indoors with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to stand at a teller station for an extended period.

The budgeted compensation range for this position is $117,000-$130,000 annual salary (exempt). Individual rates vary based on skills and experience. This position is also eligible to earn monetary sales incentives.

Salary : $117,000 - $130,000