Valley First Credit Union · 1 day ago
Vice President Member Experience
Modesto, CA
Full-time
Onsite
Senior Level, Lead/Staff
$135K/yr - $165K/yr
8+ years expValley First Credit Union is a billion-dollar credit union serving nearly 80,000 members in California's Central Valley. The Vice President of Member Experience is responsible for leading the branch network to enhance member satisfaction, develop tactical plans for service improvement, and ensure compliance with regulations while fostering a culture of exceptional service and community impact.
FinanceFinancial Services
Hiring Manager
Haley Baker, aPHR
Responsibilities
Establishing an annual business plan to include individual branch goals and will also create an environment that motivates and inspires the teams to extend banking services to the members that make our communities thrive
Develop tactical plans aimed at enhancing the member experience across all touchpoints
Analyze and make appropriate recommendations for sustaining our high member satisfaction rate
Provide regular communication with branch staff about credit union changes, initiatives and any other relevant information that needs to be shared
To be successful, this individual will possess a passion for “Making Good Happen” for our members, employees, and community
Collaborates with other areas of the credit union and vendors, ensuring smooth implementation of new and/or enhanced processes, products, or systems. Ensures all branch audits and reports are completed thoroughly and in a timely manner. Responsible for responding to internal audit requests for documents
Ensures all audit findings related to branches are corrected
Responsible for updating policies and procedures and ensuring compliance with credit union policies, procedures, and governmental regulations
Directs and monitors branch operations to ensure they meet organizational goals and objectives. Monitors product delivery quality and takes action to resolve any issues
This role will be tasked with developing and enhancing member relationships to better serve them with our financial products and services
Develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership
Advises reporting managers on policy questions, staff requirements, performance evaluations, and other administrative/operations matters. Assists in setting annual goals for the branches’ employees
Responsible for cash management for branches
Provide coverage at branches, as necessary in the absence of the branch manager
Conduct regular branch visits to all branch locations
Lead meetings with branch leadership team ideally on a monthly, but no less than quarterly basis
Manages a team of direct reports that consists of Branch Managers, Retail Area Market Manager and Financial Health Educator
Complete annual performance reviews for each direct report in a timely fashion
Provide reports for KPIs and other operational reports as requested
Represent Valley First in the community as well as with members and business partners. Ensure retail teams are supporting community impact and financial education goals
Participate in the hiring decision for branch leadership positions and be included in all branch hiring activities as needed
Other duties as assigned
Qualification
Required
8+ plus years' retail and branch leadership experience within a Credit Union
Strong knowledge of consumer products
Presentation and sales skills
Proven leadership with front line employees
Technical aptitude to understand complex programs and applications
Displays courtesy, tact, and diplomacy during personal contact with others inside and/or outside of the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation
Strong written, verbal, and interpersonal skills
Detail-oriented, organized, accurate and ability to adapt to change. Excellent decision making and time management skills
Well-developed analytical and problem-solving skills. Ability to trouble-shoot problems and research capabilities of current or proposed products
Exert up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects
Sedentary work involves sitting most of the time
The incumbent is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; typing; viewing a computer screen and reading
Climb/descend stairs in an emergency situation
Operate routine office equipment including personal computers, copy machines, mobile and landline phones, calculator and others as needed
Maintain working on a computer for six to eight hours daily, on average
Work extended hours if required or requested by management
Regular, reliable and timely attendance
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise
Perform job functions independently, or with limited supervision, and work effectively either on own or as part of a team
Read and carry out various written instructions and follow oral instructions
Speak clearly and deliver information in a logical and understandable sequence
Effectively handle multiple, simultaneous, and changing priorities
Exercise highest level of discretion on both internal and external confidential matters
Preferred
Bachelor's Degree in Business or equivalent strongly preferred
Symitar experience and expertise preferred
Company
Valley First Credit Union
Valley First Credit Union provides financial services and banking solutions to its members. It is headquartered in Modesto, California.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$3.72MKey Investors
Community Development Financial Institutions Fund
2023-04-10Grant· $3.72M
Leadership Team
Kathryn K.
President & Chief Executive Officer
Todd K McCoy
Chief Financial Officer
Recent News
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