On Tap Credit Union, headquartered in Golden, CO has an exciting opportunity for a VP of Member Engagement & Retail Delivery to join the On Tap leadership team.
WHAT YOU’LL DO:
Reporting to the CEO, this role will focus on the overall member experience as it relates to the member journey throughout the credit union. This position is responsible for planning, directing, and leading Member Engagement, Retail Delivery including a full Contact Center, Security, and Wealth Management.
This executive will oversee our member engagement and retail delivery strategies with responsibility for the Credit Union’s consumer deposit suite of products and services, development and enhancement of portfolio mix, pricing and overall portfolio performance. Other duties include driving deposit growth, profit margins, member acquisition and member engagement levels to new heights throughout branch network, various e-channel deliveries and local communities; fostering an environment contributing to seamless member experiences, employee engagement and success; and supporting a sales and service culture.
Finally, this role will handle ‘all things managerial’ with the team including performance, coaching, and career development.
Bachelor’s degree in business or related field along with 10 years progressive broad-based financial institution and/or channel experience, with five years supervisory experience required. CCE, CCUE, MBA and/or professional designations preferred.
WHAT THAT MEANS:
PROVIDE STRATEGIC DIRECTION TO ALL AREAS OF RESPONSIBILITY:
- Responsible for the strategic development and implementation of effective member engagement, seamless delivery experience, and product mix planning.
- Directs and oversees strategic and operational planning for all member service-related functions. Planning includes product and service development, enhancements, effective deployment, portfolio mix, pricing, market analysis and research.
- Develop and execute an effective delivery defined member advocacy strategy and seamless member experience.
- Lead in the effort to transform an order-taking culture to an advocacy/advisory culture.
- Develop and direct ongoing product development/enhancements while partnering with internal and external stakeholders to provide the ultimate value for members.
- In collaboration with various stakeholders, develop and execute new member growth and retention strategies and programs.
- Ensure deposit, insurance and wealth management programs and practices reinforce the Credit Union’s core values and value proposition.
- Holds the position of the Insurance Agency – CUSO President and drives growth and revenue.
- Performs other duties and functions when requested by the CEO.
EXECUTIVE TEAM MEMBER:
- Provide strategic vision, counsel and expertise to the CEO and Vice Presidents regarding all aspects of Member Engagement (Sales) and delivery channels to include branch and ATM networks, online and mobile banking etc. Serves as a voting member of the ALCO and Commercial Credit Committee.
- Participate in the Credit Union’s long and short-term strategic planning.
- Supports the delivery of business services and lending strategies.
- Is an active participant in Credit Union sponsored community events and business development activities.
- Effectively communicate Credit Union goals and direction with all employees to ensure a clear understanding of vision, direction, regulations and expectations.
- Assist in preparation and presentation of Board Meetings & Strategic Retreats.
- Promote expense control to support sound financial management.
- Maintain a branch operations budget cycle and track for adherence.
- Effectively represent and promote the Credit Union and develop new business relationships.
- Proactively support and build effective relationships with other management team members and work together to advance the organization's mission and vision.
DIRECT REPORTS:
Hire and oversee branch and operations managers directly and branch staff indirectly. Maintain a well-trained, highly motivated staff.
- Effectively hire, on-board and actively develop staff to highest potential
- Conduct annual performance appraisals
- Develop and facilitate career growth plans
- Actively ensure backup and succession for positions within area of responsibility
Communicate goals and direction with branch managers to ensure clear understanding of rules, regulations, requirements, and expectations.
BRANCH OPERATIONS:
- Drives member engagement (sales and service) through branch managers in accordance with member advocacy strategies and a seamless delivery.
- Prepare budget for areas of responsibilities and forecasting growth of deposit products and services and track on an ongoing basis for adherence to corporate scored card metrics.
- Recommend programs and projects beneficial to the Credit Union and its members as a result of research, trends, member satisfaction surveys, etc.
- Implement and monitor procedures to comply with Credit Union policies and governmental rules and regulations. Work with other department heads to maintain consistency in Credit Union policies and procedures. Develop and apply new policies and procedures for branch operations.
- Ensure effective internal controls within area of responsibility.
- Ensure the security and safety of each branch.
- Oversee and supports the lending functions of the branches through branch managers. Monitor adherence to sound credit practices and administration policies.
- Assist branch managers in resolving complex member complaints and technical/operational questions to ensure the highest quality of member service and satisfaction.
- Keeps abreast of current market trends and operations, to include but not limited to, market rates, pricing, policies, products, to be a trusted subject matter expert to the Credit Union employee base.
IMPORTANT SKILLS AND TRAITS FOR THIS ROLE:
- Bring out the best in us. You’ll help perpetuate our KEG of Excellence -- Kindness, Elegance and Genuineness to everyone who proudly promotes our brand now and
- Maximize your brain power by understanding the rules & regs mandated by the States and the Feds
- Execute multiple complex projects within required timelines.
- Can make the tough decisions.
- Effective subject matter expert.
- Professional and diplomatic to a fault.
- Communicate in a way that motivates, influences and educates others.
- Effective partnerships across all levels of the organization.
- ‘Impossible’ doesn’t exist in our vocabulary, but a ‘can-do attitude’ does.
QUALIFICATIONS:
- A Bachelor's degree in Business Administration or Management, Accounting, Finance or related field
- Minimum of 10 years of progressive member service experience with a leadership role in Credit Union or financial services organization
- Demonstrated experience presenting and working with Executive Management, Board of Directors, and Regulators.
- Must have demonstrated knowledge of all rules, regulations, and laws pertaining to Credit Unions and branch operations.
- Must be knowledgeable of member engagement strategies
- Must have a demonstrated knowledge of Credit Union products and delivery channels.
- Must have knowledge and understanding of branch operations.
- Must be knowledgeable in IT/technological branch operations systems.
WHO WE ARE:
Our Story started more than 60 years ago when eight employees from Coors Brewery established the Coors Credit Union. Throughout the past six decades, membership expanded as products and services were introduced with a focus on delivering first-class financial solutions.
On Tap Credit Union was born from this rich heritage in 2017 when we changed the name from Coors Credit Union, to include all beer manufacturers, employees and enthusiasts. In fact, On Tap Credit Union now serves members who live in surrounding Colorado areas and enjoy beer and the Colorado lifestyle. Our primary goals are to be more inclusive while preserving our heritage embracing quality, enhance our attention to detail and commit to the communities where we live.
We are not the 800-pound gorilla in the credit union universe, nor do we want to be. We are a robust financial institution with a paramount vision to craft financial opportunities and bring the dream of the Colorado lifestyle to every member of our community. No matter what our members’ next adventure may be, we want to help them get there.
HERE’S WHAT’S IN IT FOR YOU:
- Growth and Development. The Member Engagement/Retail Delivery team is growing – BIG TIME! This is a role that will make you eager to dive into your daily initiatives. Are you up for that challenge?
- Benefits Worth a Double-Take. Besides medical, dental, and vision coverage, we’ve got PTO (paid time off) and financial loan programs to help you achieve your next adventure. And your birthday? We consider this a holiday too and give you a day off to celebrate!
- 401k Perk. We’ll jump-start your savings by matching your contributions (100% of the first 5% you invest). Those match dollars are pre-taxed and 100% vested the month following your date of hire.
- Dress Code Extraordinaire. We’ve implemented a casual-dress work environment which includes On Tap branded gear, along with the option of beer gear to showcase our beer heritage and brewery partners. As a bonus, we also give clothing stipends to help you fill your closet.
- Wellness Center. Deeply discounted at only $10.00 per month, you’ll have access to a state-of-the-art workout facility including daily fitness classes like spinning and yoga.
- Complimentary Massages. Feeling stressed? Got a kink in your neck? You have nine opportunities a year to take advantage of our chair massages to help you relax and re-charge.
- Make the Grade. On Tap believes in supporting our employees by offering regular career coaching and underwriting 75% of your education expenses up to $2,500 each year after one full year of employment.
- Co-workers. They are pretty cool, really like their jobs, embrace collaboration, ensure our members take center-stage and are life-long learners.
SO THAT’S OUR STORY. Interested? Then start your application. WE WANT TO HEAR YOUR STORY.
https://ontapcu-careers.silkroad.com/
On Tap Credit Union is proud to be an Equal Opportunity Employer who provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability veteran status, pregnancy, sexual orientation or any other characteristic protected by law.
www.ontapcu.org
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