Job Description

OVERVIEW:

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful

SUMMARY:

The SVP Branches & Contact Center reports directly to the CXO and is responsible for leading UNIFY’s Branch and Contact Center functions. The SVP Branches & Contact Center provides effective oversight of UNIFY’s primary member touchpoints, ensuring delivery of sales and service that aligns specifically with the Credit Union’s overall goals and objectives.

RESPONSIBILITIES:

• Works with executive management team in providing direction, developing, and implementing the credit union’s short and long-term Branch and Contact Center strategic planning.
• Serves as the owner of the sales and service culture program within Branches and Contact Center
• Provide oversight and manage performance of Regional Managers & AVP of Contact Center
• Oversees the Branch Network and makes recommendations on location adjustments, staffing levels and budgets.
• Compiles, analyzes, and presents Branch Experience and Operations reports focusing on the identification of strengths and opportunities within the branch network. Provides recommendations for changes and improvements based on the analysis.
• Develops and oversees the implementation of plans to ensure maximum efficiency, quality of work, and exceptional quality service to members.
• Oversight of branch locations focusing on leadership, development, and consistency through ongoing communications including branch visits, leading or attending branch sales meetings, conducting one on ones and observing staff and member interaction designed to support individual and team success, achievement of goals and service excellence, and career progression.
• Support Branch and Contact Center modernization efforts, with an emphasis on Member experience
• Works with other executives and department leaders to maintain consistency in credit union policies and procedures.
• Promotes and establishes strong, positive, and productive working relationships within the organization through commitment to the company's vision statement, core values and business principles.
• Responsible for promoting a retail network that communicates and interacts well with internal support areas and initiatives.
• Ensure Branch/Contact Center are demonstrating operational integrity and achieving a satisfactory rating on audits.
• Participate in sales forecasting activities, setting performance goals accordingly.
• Make recommendations for new services/products and innovative sales techniques to increase member satisfaction and deliver member convenience.
• Participate in setting and communicating Branch/Contact Center sales, service, and operational goals, leading in achieving said goals.
• Participate in developing sales-and-service strategies and converting strategies into tactical, implemented daily actions.
• Monitor incentive payments, helping ensure that incentive plans support business and personnel objectives.
• Complete annual management performance evaluations.
• Participate in the annual budget development process.
• Analyze and control expenditures, conforming to budgetary requirements.
• Stay abreast of all new products, integrating those channels into the overall strategy
• Ensures compliance with the Bank Secrecy Act.
• Performs all other duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree or equivalent work experience required
• Ten or more years of financial institution related progressive experience required (Credit Union specific experience preferred)
• Fifteen or more years of Branch and/or Call Center experience required
• Seven or more years of leadership experience required
• Familiarity with developing KPIs and introduction of incentive programs preferred.
• Understanding of Credit Union operations and information needs.
• Experience with Symitar (Episys)  or other account opening platforms preferred.
• In depth knowledge of customer satisfaction reporting, analysis and interpretation of data into actionable plans.
• Solid organizational and analytical abilities
• Able to operate related computer applications and operate in a paperless environment
• Able to develop and complete reports and research on time
• Strong interpersonal and leadership skills
• Excellent communication skills

SEE THE UNIFY DIFFERENCE!

At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves.

Competitive Compensation and Excellent Benefits Package* Includes:

Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance Dependent and Medical Care - Flexible Spending Accounts Vacation, Sick, Personal and Holiday Pay 401(K) Plan with employer match Education reimbursement for approved programs UNIFY banking privileges for you and your family *All programs subject to review and change

UNIFY is proud to be a drug-free, EOE including disability/vets. For more information on UNIFY, visit us at www.unifyfcu.com

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