Apply on Employer Site

Fort Bragg Federal Credit Union · 5 days ago

VP Retail Services

Fayetteville, NC

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Fort Bragg Federal Credit Union is looking for a VP of Retail Services who will be responsible for delivering outstanding retail sales and service to members across all branches and service channels. The role involves overseeing staff, improving processes, ensuring compliance, and enhancing member services.

BankingFinanceFinancial ServicesInsuranceNon Profit

Responsibilities

Reports directly to the SVP Member Services and sees that he/she is kept fully informed on all pertinent issues and developments impacting retail services

Under the direction of the SVP Member Services, interviews and hires direct reports and assigned department personnel

Assists SVP Member Services in developing and conducting ongoing training in the areas of product knowledge and sales and service for all member-facing employees

Institutes and maintains effective coaching and accountability measures to support and develop team members and ensures individual development plans are meaningful and up to date for all assigned employees

Collaborates with the executive team to continually improve processes and procedures in an effort to improve efficiencies and service levels, and to reduce fraud and losses

Assists SVP Member Services in generating ideas to enhance products and offerings and improve member service

Leverages sales support resources from outside vendors (including Econocheck and Trustage) to conduct training

Responsible for all consumer loan applications within branches and through all delivery channels. Oversees outbound calling activities to generate new loans

Maintains understanding of credit union underwriting policies and procedures and serves as back-up for underwriters and lending executives

Ensures compliance with regulations, policies and procedures related to fraud prevention and risk management

Monitors member feedback surveys for assigned staff and formulates action plans to continually improve services levels. Resolves escalated service issues

Participates in professional networking activities and shares industry trends and best practices with the executive team

Champions activities that support credit union promotions, campaigns, community events, and business development efforts

Assists auditors and examiners as required. Works with management to address and deficiencies or findings

Assures the highest standards for member satisfaction through timely resolution of member service issues, complaints, and problems

Attends Board Meetings and Strategic Planning Sessions, as necessary

Carries out other general responsibilities or duties as may be delegated by the SVP Member Services

Corresponds with local and government law enforcement agencies as needed and maintains strong working relationships with service vendors and community businesses

Must comply with the Federal Bank Secrecy Act, Anti-Money Laundering and Customer Identification Policy (BSA), the OFAC Policy and the Identity Theft Policy

Qualification

Retail services knowledgeSales leadership experienceConsumer lending experienceManagement principles knowledgeCompliance knowledgeJudgmentDiscretionCommunication skillsInterpersonal skills

Required

Bachelor's degree in business, finance, or equivalent experience

Extensive knowledge of retail services within a financial institution

On an annual basis, required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training and all other compliance related programs

A minimum of 10 years of credit union or banking experience with a minimum of three years in a senior management/leadership role

Consumer Lending experience and understanding of related laws and regulations required

High degree of people skills to deal with a range of complicated problem situations

Ability to interact effectively with all levels of management, legal counsel, law enforcement, regulators and examiners while maintaining strict confidentiality

Extensive knowledge of the principles and practices of management

Maintains knowledge of HR policies and procedures

High level of communication skills (both verbal and written) to convey procedures, instructions, and objectives effectively

Working knowledge of NCUA and other applicable federal/state regulations

A high degree of judgment and discretion in developing, applying, and interpreting board and internal policies and procedures

Preferred

Sales Leadership and Development experience is highly desired

Company

Fort Bragg Federal Credit Union

Fort Bragg Federal Credit Union's field of membership is open to the following: • Persons who live, worship, work (or regularly conduct business in) or attend school and other legal entities in Cumberland, Harnett, Hoke, Lee, Moore, Robeson, or Scotland County, NC.

Founded in 1960

Fayetteville, North Carolina, USA

51-200 employees