Vice President of Member Experience

Description

Serving the South Sound Since 1934

Our commitment to the South Sound is generations in the making. As a not-for-profit credit union, we are here to help you succeed. With branches throughout Tacoma & Pierce County, we are in your community every day. It will not take long for you to experience what our founders meant by “People Helping People.” We know that our employees are an important part of our mission. We believe in creating a collaborative space that allows employees to grow and develop while maintaining their individuality. We understand the profound effect that one organization can have in serving a community. We value diversity, equity, inclusion, and belonging – we value you! Come see the TAPCO difference.

Position Purpose

Responsible for the direction and administration of branch operations. Ensures that established policies, procedures and systems are followed. Oversees provision of a full range of services to members and prospective members. Actively manages member cross sale initiatives in support of organizational goals. Ensures member needs are promptly and professionally served. Provides leadership, supervision, direction, training and development support to branch staff. Responsible for business development and proactively work to build relationships within the community. Actively promotes TAPCO’s products and services to members and prospective members.

Base Expectations: Embrace and live TAPCO's Values

• We are People - Centric
• We are curious.
• We are inclusive.
• We are collaborative.
• We are a trusted partner
  
  

Core Competencies

Member Focus: Build strong relationships inside and outside the organization while delivering member-centric solutions.

Instills Trust: Building trust by making good and timely decisions while consistently achieving results, even under challenging circumstances.

Drives Results: Making good and timely decisions while consistently achieving results, even under challenging circumstances.

Cultivates Innovation: Creating new and better ways for the organization to be successful even during times of uncertainty.

Leadership Competencies

Drives Purpose and Vision: Painting a compelling picture of the vision and strategy for TAPCO through the development and motivation of their team.

Plans and Aligns: Planning, prioritizing, providing direction and removing obstacles to keep TAPCO moving forward and meeting our organizational goals.

Senior Leadership

Strategic Mindset: Applying knowledge of the financial industry to envision future possibilities and translate them to breakthrough strategies.

Requirements

Position Responsibilities

• Collaborate with the CXO and other senior leaders regarding in-branch and digital service strategy and direction, performance goals, and strategic priorities of the organization.
• Provide leadership to branch, digital, contact center, and back-office operations teams to ensure teams are goal-driven and member service excellence is consistent with TAPCO’s social banking model.
• Collaborate with senior managers regarding various strategic priorities and projects to further TAPCO’s corporate goals.
• Embed diversity, equity, inclusion, belonging, and accessibility (DEIBA) into your daily workflow.
• Research, develop, and implement a digital/virtual member framework that encapsulates all member touch points related to in-branch and digital experience that ensures consistent member journey and excellent member service across all channels.
• Provide senior-level guidance and support to teams through the development of effective branch operations strategies, policies, and procedures. Ensures that department plans, policies, and procedures are in accordance with laws, regulations, industry trends, and further Credit Union initiatives.
• Monitor, research, and recommend product and service enhancements to ensure relevancy.
• Inspect and coach branch teams at all levels on the adoption of new products, technologies, and processes to gain maximum sales and service effectiveness.
• Responsible for the performance management of staff, including administration of employee performance reviews that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage, and motivate team members toward ongoing growth and development.
• Develop and maintain an annual budget. Approves department expenses.
• Manage outside vendors as needed.
• Work with regulators and auditors to provide information and ensure effective credit union branch and lending operations.
• Demonstrate leadership in words and actions on a daily basis, and act as a role model for success and engagement. Create a positive work environment conducive to trust and transparency; foster a culture of a high-performing team that is engaged and committed to performing TAPCO’s mission.
• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions and refer requests for changes to the HR department.
• Register and maintain registration as a Mortgage Loan Originator with the Nationwide Mortgage Licensing System and Registry in accordance with TAPCO policies and procedures.
• Understand and adhere to the requirements of all federal, state, and local laws, including those of the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC), as they specifically relate to the job functions.
• Maintain an in-depth, up-to-date knowledge of all credit union products and services.
• Maintain an up-to-date and comprehensive knowledge of all related policies and procedures, rules, and regulations for all areas of lending operations.
• Perform special studies as requested by management and/or the Board of Directors.
• Assume responsibility for other duties as required or assigned.
  
  

Position Qualifications

Minimum Qualifications:

• Bachelor’s degree in finance, business administration, or equivalent work experience.
• Five to eight years of financial institution experience with an emphasis on branch, contact center, and back-office operations.
• 3+ years’ experience as a supervisor or manager in a credit union, bank, or other financial institution.
• Knowledge of consumer lending practices and federal/state consumer lending regulations.
• Experience with income and asset analysis, underwriting policies and procedures.
• Experience managing others.
• Ability to perform math calculations (addition, subtraction, multiplication, division, percentages).
• Ability to use related computer software, Microsoft Office products, and business equipment, including adding machines, and copy machines.
• Flexibility is necessary as an employee’s job responsibilities may change at any time during employment.
  
  

Position Working Conditions

• The work environment is an office setting.
• Travel by car may be required – must have valid driver’s license and vehicle.
• Movements frequently and regularly require using the wrists, hands and/or fingers.
• Frequently required to sit and stand for longer periods of time.
• May need to respond to critical or emergency situations inside or outside of regular working hours.
  
  

Salary Range: $114,703.68 - $130,000.00

Benefits

TAPCO offers a comprehensive benefits package:

• 100% Employer-paid medical, vision, prescription, and dental insurance option for all employees.
• 50% Employer-paid spouse coverage.
• 65% Employer-paid dependent children coverage
• Flexible Spending Account (FSA)
• Dependent Care FSA
• Health Savings Account (HSA)
• 401(k) Plan with up to 7% match
• 100% Employer-Paid Life Insurance/AD&D package
• Paid Vacation and Sick Time
• 11 Paid Holidays + 1 Floating Holiday
• Optional Short- and Long-Term Disability
• Employee Assistance Program
• 40 paid volunteer hours
• Shared Bonus Plan (when company goals are achieved)
  
  

Diversity, Equity, Inclusion, Belonging, and Accessibility (DEIBA) Purpose Statement

TAPCO embraces diversity, equity, inclusion, belonging, and accessibility (DEIBA) and is committed to creating a workplace where all stakeholders involved, regardless of gender, race, ethnicity, national origin, age, sexual orientation, identity, education, or limited mobility and abilities, feel valued and respected.

• We are committed to include diversity, equity, inclusion, belonging, and accessibility at the center of our work.
• We are committed to nondiscriminatory practices and provide equitable opportunity for all.
• We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.
• We welcome every person to bring their authentic perspective and experience to advance our mission.
• We focus on real people's experiences to uncover and address systemic inequities.
• We address our gaps and inequities through products, practices and policies that uplift our employees, members, and community.
• We put allyship into action every day.
• We value the seen and unseen qualities that make you who you are.
  
  

Equal Opportunity Employer Statement

TAPCO Credit Union is an equal opportunity employer that is committed to diversity and inclusion in the workplace. As a people-centric organization, we believe every employee and applicant has the right to work in surroundings that are free from all forms of unlawful discrimination. TAPCO does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, termination, layoff, leave of absence, and general treatment during employment.