AVP of Member Service Greater Redding, CA Area

Department: Member Relations

Reports To: VP of Member Service

Classification: Exempt

About Rogue Credit Union:

Rogue Credit Union is a member-owned, not-for-profit financial cooperative headquartered in the Rogue Valley located in beautiful southern Oregon. Providing services to our members in select Oregon, Idaho and California counties. We strive to make an impact in the communities we serve by living, giving, and supporting local. Our mission is to provide exceptional member experiences that build mutually beneficial relationships to create the most loyal members in the nation. Here at Rogue, we believe in having a culture of happy team members who feel supported, have the chance to grow their careers, and LOVE where they work!

Role:

Creates a passion for the Credit Union’s agreed upon vision, mission, and values and guides assigned divisions to disciplined execution of organizational objectives. Inspires loyalty and directs/creates outstanding member experiences in assigned branches and throughout the Credit Union’s regions. Serves the Credit Union staff and peers as a trusted adviser, respected colleague, and catalyst for organizational success. Positively supports our community and credit union movement through dedication of time and talents. Assumes responsibility for defining regional branch strategies as well as teams achieving assigned goals and metrics while fostering an environment of exceptional member service, operational excellence and active member participation.

Essential Functions & Responsibilities:

25% Recruits, hires, trains, coaches and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned as identified in the Organizational Chart in the Strategic Business Plan. Ensures that assigned areas rigorously pursue and achieve objectives, goals and scorecard metrics as outlined in the Strategic Business Plan or as assigned. Maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty.

20% Executes defined strategy. Stays abreast of current trends and changes in assigned markets to meet market objectives. Consistently leverages data and analytics to have a strong understanding of your assigned areas to make decisions and strategic recommendations.

20% Maintains an expectation of operational excellence and cadence of accountability in areas of oversight to ensure we are providing exceptional experiences consistently across areas of oversight. Works with team to identify and propose process improvement/efficiencies to align people, process and technology to achieve exceptional experiences.

20% Leads key projects that assist the Member Service area in achieving organizational goals and objectives.

10% Stays current on applicable regulations, credit union policies, operational controls, safety measures, service, and security procedures to ensure compliance throughout assigned areas of the Credit Union. Encourages active understanding of regulations and credit union guidelines among staff. In conjunction with Facilities and Security, maintains the appearance, maintenance, and security of the departments assigned.

5% Proactively performs other duties as needed or assigned.

Knowledge & Skills:

Experience:

Five years to eight years of similar or related experience.

Education:

Equivalent to a college degree (BS or BA in a relevant field).

Interpersonal Skills:

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills:

High level management and personnel development skills. Strong networking skills with ability to build rapport. Critical thinking skills with the ability to make recommendations. Ability to hire a team capable of building trust and credibility in new markets. Excellent time management and organizational skills. Self-starter. Strong analytic and problem resolution skills and resourceful. Must be bondable. A valid driver's license is required.

Physical Requirements:

Some lifting required (up to 30 pounds), continuous sitting, occasional standing and occasional walking. Finger dexterity while using computer. Occasional talking and hearing in person and on the telephone. Continuous clarity of vision at 20 inches or less and continuous clarity of vision at 20 feet or more.

Work Environment:

This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the Credit Union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all Credit Union regions may be required.

Disclaimer:

Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.

Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.