Neighbors Credit Union

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AVP of Operations

AVP of Operations

Job ID 
2017-1256
# of Openings 
1
Job Locations 
US-MO-St. Louis
Posted Date 
10/25/2017
Category 
Management

More information about this job

Overview

Are you seeking a leadership position with a progressive financial institution?  The AVP of Operations at Neighbors Credit Union ensures the delivery a world-class customer service experience that makes us the financial institution of choice through the development, implementation, and maintenance of the credit union’s electronic, document management and support services.  With responsibility for the credit union’s support and electronic service operations, you will lead, manage, direct, and coordinate the planning, production and activities of a credit union’s electronic and support services. The AVP of Operations also provides operational support and guidance to branches and departments as it pertains to core processing, deposit operations and report generation.

 

 

Who you are:

As an experienced leader in the financial services industry, your extensive knowledge of electronic services and operations makes you a valuable asset.  You enjoy being a systems expert and using all the tools available to offer solutions that lead to awesome member service.  

 

Who we are:

Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928. Here our employees have a simple purpose: to provide awesome member experiences! And at Neighbors Credit Union, you will be part of a team that always puts people before profits.

 

Our Mission:

Providing awesome member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice.

Responsibilities

  • Oversee and manage electronic services operation and service.  Monitor activity for risk, service quality, usage and fraud.  Protect member information. Responsible for the efficient, effective daily operation and high-quality service to members, both internal and external. 
  • Oversee and manage the support services department, which includes maintaining the records management, BSA compliance, Title Administration, and IRA Administration programs. Responsible for the efficient, effective daily operation and high-quality service to members, both internal and external. 
  • Provide support and guidance to all departments as needed to ensure efficient operations.  Including new product implementation, system updates, report generation, problem resolution, process improvements and document management.
  • Provide support to staff to troubleshoot electronic services issues.  Provide reference documentation and tools to assist staff.  Keep the credit union staff trained on electronic service benefits and how to address member concerns.   Keep the credit union staff informed on electronic service enhancements, updates and maintenance issues. 
  • Provide support to members to troubleshoot electronic services issues.  Work with Marketing and Retail Sales to keep the credit union members informed on electronic service enhancements, updates and maintenance issues. 
  • Monitor electronic service activity for service quality and availability. Ensure we are providing exceptional service as product enhancements are available, technical issues arise and maintenance is performed. Keep management informed as service levels fall and offer recommendations for improvement.
  • Responsible for all electronic and support services personnel.  Responsible for hiring, mentoring, performance evaluations, scheduling, and training of these employees.
  • Identify areas for improvement, changes in procedures, new developments, or changes in electronic services or products.       Review the member electronic experience and address areas of improvement to enhance the member experience. Consider ease of use, service usage penetration, product education, promotions and tips to help members gain the most benefit from their electronic services.
  • Monitor compliance of electronic services, support services and deposit products. Keep the assigned Comply Sight factors up to date and monitor for compliance.
  • Develop, apply and evaluate policies and procedures for the electronic and support services departments.  Ensure that tools are in place to satisfy external rules and regulations.  Ensure that policies and procedures reflect external rules and regulations and are communicated to, and implemented by, all staff.

Qualifications

Experience:  Prefer a minimum of seven years of experience in a credit union or other financial institution. Knowledge of electronic services, procedures, principles, credit union operations, and credit union philosophy.      

 

Education:  A college degree in a business-related field and a minimum of five years management experience in a credit union’s/financial institution’s operations department.

 

Knowledge:  Knowledge of electronic services, procedures and principles, credit union operations, and credit union philosophy.

 

Skills:

  • Courtesy, tact and diplomacy are essential
  • Ability to identify and solve complex hardware and software problems and make independent judgments
  • Ability to generate reports from several databases using a variety of reporting tools
  • Ability to make decisions and to supervise subordinates effectively including coaching and reinforcing member service and selling skills.
  • Ability to identify and solve complex hardware and software problems and make independent judgments.
  • Ability to prioritize and think and act independently, within guidelines and procedure limitations.
  • Ability to communicate orally and in writing with all levels of management, vendors, members, co-workers, etc.
  • Must possess strong literacy in computer applications and use of technology. Proficient in Microsoft Office; including Word, Excel, Access, Outlook and Power point.  Understanding of report generation using database tools such as Access, Crystal and CyberQuery.