Vice President of Member Experience

2 weeks ago

Freehold, New Jersey, United States First Financial Federal Credit Union Full time
Job Title: Vice President Member Experience

First Financial Federal Credit Union is a not-for-profit financial cooperative providing banking products and services to its members in Monmouth and Ocean County. Our goal is to make a first-rate difference in our members' lives by providing the highest level of quality products and personalized services while maintaining financial integrity and stability.

Job Summary

The Vice President Member Experience is responsible for developing and executing an efficient lending plan and strategy while creating product development and loan promotions. They will also manage the activities and overall direction of the lending and branches, including member experience/service delivery, profitability, and quality assurance.

Key Responsibilities
  • Work with President/CEO and Senior Management Team to develop Credit Union strategic plans and policies.
  • Responsible for end-to-end processes within all aspects of the credit union to drive high standards for member experience, quality, timeliness, and efficiency.
  • Build and maintain a high-performing team by selecting, developing, coaching, rewarding, and recognizing team members to ensure high workforce engagement and productivity.
  • Develop an aligned sales and service culture which delivers a consistent member experience.
  • Lead member services and lending operations in alignment with the credit union mission, strategy, and budget.
  • Maintain, manage, and follow policies and procedures to ensure compliance with all credit union and statutory regulations.
  • Foster and maintain constructive relationships with members, vendors, and the community.
  • Review and monitor contracts with vendors to ensure compliance with terms.
  • Approves/denies loans that are processed by lending based on credit worthiness of the applicant.
  • Interviews applicants, solicits applications for loans, processes, and closes loans that are originated.
  • Oversees the sale of FFFCU lending protection products to members (e.g., GAP).
  • Prepares monthly lending reports that summarize FFFCU activities for the period.
  • Oversees accounts that go into bankrupt and repossession/foreclosure situations.
  • Work with auditors/examiners on year-end and comprehensive audits.
  • Provide Senior Management with feedback on member satisfaction, member needs, products and services for use in product development and for strategic planning purposes.
  • Adhere to security procedures and fraud controls to protect members, staff, public and assets.
  • Maintain knowledge of appropriate state and federal regulations as they relate to FFFCU, including the Bank Secrecy Act and Anti-Money Laundering regulations and directives.
  • Work with the Management team on the FFFCU Disaster Recovery plan.
  • Ensure staff are assigned and complete required job training and compliance courses.
Qualifications
  • Bachelor's Degree
  • 7 - 10 years' experience related experience that includes leadership and management of people, deposit, consumer lending and product support and development
  • Detailed knowledge of credit union regulations and reporting requirements
  • Understanding the credit union industry in regards to product and services
  • Leadership - Motivates, assigns and assists staff in daily work.
  • Excellent writing skills and interpersonal skills in listening and oral communications.
  • Teamwork - Contributes to building a positive team spirit.
  • Strategic Thinking
  • Organizational Skills
  • Computer proficiency with MS Office, internet, in-house systems and e-mail (Outlook)
  • Speaks with poise, voice control and confidence, using correct English.
  • Customer Service - Responds promptly to member needs.
  • Interpersonal Skills - Maintains confidentiality.
  • Demonstrates accuracy and thoroughness.
  • Able to communicate with subordinates and members to convey or exchange information.
  • Able to make professional presentations to all size groups of any age.
Additional Information

As a First Financial employee, you'll enjoy a challenging work environment and an opportunity to make a difference. We offer paid training and a great benefits package including Medical, Dental, Rx, Vision, Life Insurance, Vacation, Sick, Personal, Tuition Assistance Program and Retirement Plan.

Equal Opportunity Employer/Veterans/Disabled

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