AVP Member Service Center

Description

This posting will close on Friday, April 11, 2025

This position is located in Oregon City, Oregon.  Relocation assistance not included.

Join our team

Rivermark Community Credit Union and Advantis Credit Union officially merged in 2024, coming together for good as Rivermark Community Credit Union. Our united mission is to be the leader in fostering financial wellness for our members and the community across Oregon and SW Washington, including historically marginalized and underserved populations.

Rivermark is committed to transforming lives and communities together. So, if you’re looking for a career where meaningful work, inclusion, value, and recognition are paramount, then you belong here.

Our commitment to inclusion

Rivermark celebrates differences and fosters an environment where individuals can show up every day as their authentic selves. It’s part of our fundamental commitment to a culture of belonging for our employees, members, and community partners. See what inclusion looks like at Rivermark, and learn more on our website.

Position overview:

Leads the strategic direction of the teams within the Member Solutions Center (MSC) and is accountable for the performance and service levels of the MSC teams. Ensures excellent member service experience as measured through identified metrics for member service, staffing optimization, employee performance/productivity, and business goals. Identifies opportunities and implements solutions that improve processes, create efficiencies, and promote operational effectiveness. Fosters collaborative partnerships with stakeholders in all lines of business to maintain alignment with organizational objectives and priorities. Demonstrates and promotes the Credit Union’s mission, vision, and values.

• Provides leadership to create a high-performing, creative, and collaborative work environment. Develops a team of motivated, results-oriented individuals promoting cooperation among employees and other departments.
• Holds regular coaching and development discussions, and maintains awareness of each employee’s strengths, developmental needs, and career goals.
• Collaborates with credit union executive leadership to develop strategic initiatives and measurements that identify departmental opportunities.
• Implements process improvements focused on delivering excellent member and employee experience to support the credit union's vision.
• Understands and ensures adherence to Credit Union policies and procedures.
• Ensures effective and up-to-date documentation and communication of policies, processes, and procedures.
• Oversees budgeting process for the Member Solutions Center.
• Ensures MSC leaders are coaching teams in the art of consultative conversations to drive sales growth and success and utilizes developed KPIs to inspect the expectation. 
• Analyzes additional data related to productivity, service, business goals, and key performance indicators.
• Provides direct and indirect team members with motivational guidance when results vary from desired outcomes and ensures that service level agreements internally and externally are consistently met. Plans and recommends actions based on regular reporting.
• Maintains a high level of knowledge relating to industry developments and recommends solutions that drive the credit union forward in efficiency and in an enhanced member experience.
• Utilizes creative thinking to recommend technology improvements that solve complex problems and improve workflows and the overall user experience.
• Employs detailed staffing models to ensure member experience levels remain high while taking into account efficiencies that support the organization’s financial objectives.
• Provides back-up support to other members of the Remote Channels leadership team, as needed.

Qualifications

Must Haves:

• Bachelor’s degree. An equivalent combination of education and experience will be considered in lieu of a degree. 
• Minimum seven years of progressively responsible management experience within a financial organization.
• Minimum of three years managing organizational remote channels in a financial organization.
• Advanced knowledge of staffing and scheduling models.
• In-depth understanding of all credit union products and services
• Strong ability to drive sales results through metric analysis and coaching.
• Ability to analyze results and make pivots necessary to ensure credit union objectives are being met.
• Enhanced regulatory knowledge.
• Thorough knowledge of the operational aspects of a contact center and tools available to drive success.
• Strong decision-making skills that employ the ability to weigh options through approved analytics and act accordingly.
• Maintains a professional image and uses discretion when discussing strategic initiatives with staff.
• Strong written, verbal communication and interpersonal skills. 
• Ability to interact effectively and professionally in group and individual settings and develop positive internal working relationships.
• Proficient in using personal computers, particularly Microsoft Office products such as Word and Excel.  
• Must be technologically savvy, with the ability to quickly learn new systems and software applications.
• Flexibility to deal with unexpected events and occasionally attend meetings and events that may occur outside of regularly scheduled work hours.
• Hours of operation are 8 a.m. to 8 p.m., Monday through Friday, and Saturdays from 10 a.m. to 6 p.m.
• This position will be a hybrid work model (on-site and remote).

Salary : $124,000 - $170,500