AVP Member Service

Houston-Federal-Credit-Union; Greenville (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

Houston-Federal-Credit-Union (HFCU) seeks an AVP of Member Services to guide all member service activities across branches, reporting to the Chief Operations Officer. You will manage branch staff through managers and supervisors, drive service quality, and participate in business development as part of the management team.

The role emphasizes compliance with regulations, process improvements, and achieving strategic goals.

Qualifications

• Three to five years of related experience.
• Bachelor's degree or industry certifications equivalent.
• Proficient in Microsoft Word, Excel, and PowerPoint.

Responsibilities

• Acts as Project Manager/Member Service Liaison for new products or services.
• Resolves issues escalated from branches and assists members with questions.
• Directs and monitors member service operations to meet strategic goals.
• Ensures compliance with regulations, including BSA and OFAC; updates procedures as needed.
• Establishes annual sales goals and implements related plans.
• Represents HFCU with the CUSC Network and coordinates related activities.

Skills

Microsoft Word

Excel

PowerPoint

Education

Bachelor's degree or certifications

Job description

AVP Member ServicesLocation: Grove Branch, Greenville, SC 29605Employment Type: Full TimeWork Hours: Branch Hours: Monday – Friday: 8:00am – 5:00pmRole:To assist Chief Operations Officer in the direction and coordination of all member service activities. Manage the delivery of services to members through Branch Managers, Supervisors, and branch staff in assigned branches to meet credit union strategic goals and objectives. Participate in business development opportunities as a member of the Management Team. Ensure compliance with credit union procedures, policies, and regulations.Essential Functions & Responsibilities:Acts as Project Manager/Member Service Liaison for Projects related to new products/services. For Member Service-related products/services, develops, proposes, gains acceptance for and implements new program policies and strategies; leads activity related to new product development with respect to programs within areas of responsibility. For other Credit Union projects services as the Member Service Liaison in the development and project implementation.Acts as point of contact for resolving issues escalated from the branches. Assists members and guest members in resolving questions and problems which branches are unable to resolve.Directs and monitors member service operations for the assigned branches, through subordinate managers/supervisors, to ensure that the credit union meets established strategic goals and objectives with respect to areas of responsibility. Monitors product delivery and quality and takes action to resolve problems.Ensures the credit union is in compliance with all regulations related to areas of responsibility; develop procedural changes including forms and disclosures on existing or new programs implemented.Monitors assigned reports ensuring that issues are resolved timely and accurately. Ensures that safe deposit box procedures are followed consistently and reports reconciled timely. Ensures the HFCU membership account cards are completed accurately and processed timely.Assists Internal Audit in reconciliation of audit/examination findings related to member service functions. Develops and implements procedures/processes to address and resolve issues.Establishes annual goals and ensures that sales plans are developed and implemented.Serves as the HFCU representative to the CUSC Network. Ensures that HFCU is in compliance with all CUSC rules and is responsible for implementation of all CUSC related activities.Performs other job-related duties as assigned.Performance Measurements:To ensure that HFCU personnel are advocating for our members and are providing friendly, professional, timely, personal service to all members.To maintain a cohesive, highly trained, and motivated staff, sufficient to meet the daily demands of members.To provide training, development, support, and leadership for all direct reports. To complete performance evaluations within the prescribed timeframe.To keep the Chief Operations Officer informed regarding key operations and member service issues affecting the credit union and the efforts to resolve issues and ensure service level standards are met.To complete projects as determined by the Chief Operations Officer within the prescribed timeframe.Is responsible for compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.Knowledge and Skills:Experience: Three years to five years of similar or related experience.Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivation, influencing, and/or training others are key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.Other Skills: Must have in-depth understanding of and ability to interpret regulations affecting member service programs. Extensive knowledge of practices and procedures related to member services. Proficient in Microsoft Word, Excel, and PowerPoint. Must be organized, able to multitask and meet deadlines.Physical Requirements: Must be able to stand or sit for several hours at a time. Ability to occasionally lift up to 20 pounds.Must have qualities that are consistent with our CORE Values:Integrity, Honesty, & RespectPassion, Commitment & EnthusiasmSeek Excellence in All We DoWork Hard and Have FunFriendly Service and Superior Value