The Vice President (VP) of Deposit and Loan Servicing Operations will oversee all credit union functions and operations related to consumer and business loans, lines, and leases. This includes real estate secured, non-real estate secured, auto/RV/marine, and equity products. The role encompasses consumer and business loan, line, and lease documentation, booking, and funding, along with all account servicing activities, such as add-on insurance. Additionally, the VP will manage the opening and closing of consumer and business deposit accounts, along with all related servicing activities, including IRA, CD, escheatment, dormancy, account restrictions, levies, subpoenas, proxies, and record management. The role also includes overseeing a high-touch call center for business member inbound and outbound calls, managing and overseeing outsourced vendor servicing and performance, and acting as the business application owner for approximately 50 systems and applications. Furthermore, the VP will be responsible for centralized deceased account processing and compliance with SCRA, MLA, CCPA, and Privacy regulations.
Oversight of the entire department with up to 200 FTEs.
Define and build buy-in for the business unit's strategic vision; implement solutions that deliver the strategy.
Lead changes necessary to support firm growth strategy while ensuring Golden level member service and creating a scalable operation within current cost structure.
Collaborate with senior management, peers, and partners across the credit union on enterprise and departmental initiatives to accomplish strategic goals and remain within low-mod risk appetite.
Leverage data and analytics to solve problems and articulate operational strengths, weaknesses, and ongoing performance.
Implement and publish KPIs, KRIs, OKRs with appropriate targets and thresholds (RYG) across people, process, technology, risk, and strategy.
Oversee business unit planning, risk, governance, quality, reporting, project management, monitoring, and finance.
Stay current on service delivery and technology trends across operations.
Improve Performance Across People, Process, and Technology Through Four Key Objectives:
Elevate to a High-Performing Team: Manage, develop, coach, and hold talent accountable.
Own the Risk: Manage the risk of the end-to-end process within the mandate.
Execute Flawless and Efficient Processes: Lead the process owners and managers within the operation.
Cultivate Peer Relationships: Foster relationships internally and externally.
Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union's risk appetite, and ensure operational integrity and compliance with applicable regulations.
Experience and Professional Qualifications
EXPERIENCE: Minimum ten years of progressively responsible management experience within a financial institution in cards, loan, and account servicing operations. Minimum of five years of direct supervisory experience.
KNOWLEDGE / SKILLS: Strong oral and written communication skills, office productivity software, loan and deposit processing, account and loan servicing operations, applicable regulations and procedures, and evolving industry trends Knowledge of the principles and methods of business administration, organizational and time management skills.
Skills and Competencies
Physical Skills, Abilities, And Exertion Utilized In The Performance Of These Task:
Effective oral and written communication skills required to manage and evaluate staff, make presentations, prepare recommendations, perform analysis, and accomplish other managerial functions as listed.
Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal, smartphone, telephone, and other standard office equipment.
Organizational Contacts & Relationships:
INTERNAL: Management group, Information Technology, Marketing, Lending, Retail, Finance, and Accounting.
EXTERNAL: Members, vendors, government agencies, credit union industry associations, and peers in financial institutions.
PHYSICAL REQUIREMENTS:
Prolonged sitting throughout the workday with occasional mobility required.
Corrected vision within the normal range.
Hearing within normal range. A device to enhance hearing will be provided if needed.
Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
Occasional travel locally, statewide, and nationally required to evaluate products and services, network with peers and attend conferences, seminars, and meetings. Overnight travel and evening schedules included.
Unusually long work hours may be required to accomplish tasks.