All employees hired after January 10th 2022, are required to be vaccinated against COVID-19 and provide proof of vaccination prior to start date or receive an approved exemption as a condition of employment.
All applicants are required to pass a background check as a condition of employment.
PURPOSE: The primary purpose of this position is to fulfill our vision of inspiring financial wellness. The position must deliver high quality service to both internal and external members by supporting and promoting our values to Care, Listen, Learn, Solve, and Act.
The Vice President of Communication (VP) is responsible for the management of member communication throughout the Credit Union to include mobile and online
banking systems, contact center and phone system, use of artificial intelligence for member support strategies, and the development of strategies
to support “self-service” environment contributing to creation of an effective platform that supports better, faster and easier access for the membership.
The VP of Communication leads the inbound/outbound call strategies which support growth of the Membership’s participation in the full array of credit union products and services.
The VP leads, manages and holds accountable the work of the AVP of Centralized Lending, the Call Center Manager and eServices Support team. Works closely with IT and Risk Management to ensure the protection of member data through all of the credit union’s channels.

CULTURAL EXPECTATIONS:

Demonstrate enthusiastic support of corporate mission, core values and long term objectives
Acts as a role model within and outside Financial Center
Strong partnering approach with a commitment to meeting internal and external business partners' unique needs and expectations
Maintains a positive and respectful attitude
Communicates regularly with supervisor about department issues
Demonstrates flexible and efficient time management and ability to prioritize workload
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures

ESSENTIAL DUTIES:

Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance.
Recognize employees who perform at a high level.

Hold employees accountable for their performance, attitude and behavior.
Meet with each employee monthly to review previous month’s performance, set goals for upcoming month’s performance and develop plans to improve employee’s performance.
Supports relationships with key vendors who support the electronic services experience. This includes participation in continual risk assessments, vendor due diligence and ongoing vendor support to ensure credit union and member expectations are served.
Supports continued testing of current and new solutions offered through the eServices channel which are aligned to supporting the membership and credit union objectives
Expected to meet and exceed assigned goals which support the balanced scorecard objectives.
Maintain and expand industry and product knowledge to be relevant and beneficial for Credit Union growth
Promotes the sales and service culture of the Credit Union through coaching, guidance and staff motivation
Participates in development of annual budget for the department and responsible for adherence to the budget.
Uses own judgment to make exceptions to normal procedures when circumstances warrant and when deviation can be justified.

REQUIRED BACKGROUND:

Bachelor’s Degree, or equivalent educational experience, in management and/or related field of study. Equivalent work experience in leading automated services within a financial institution preferred.
At least 3 years of experience in a senior-level position
Experience in moderate to difficult project management and leading cross functional teams
At least 3 years managing budgetary resources.
Strong analytical and organization skills
Experience leading sales teams with a focus on lending a plus
Willingness to work in a team environment to achieve common goals for the department and Credit Union

WORK ENVIRONMENT: The work requires physical mobility within the work area and minimal travel locally and infrequently to other areas within the United States. Work is performed in an office or meeting room environment but requires frequent hands-on involvement throughout the entire Credit Union area of responsibility to include all offices of Headquarters and all branch locations.

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Vice President of Communication