Credit Union:

Central Willamette Credit Union

Region:

Albany

Closing:

7/31/2023

Learn More

Job Description:

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

  • Enhance member experience by supporting all digital and self-service products including digital banking, mobile banking, automated voice systems, and ATMs.
  • Optimize digital service delivery, analyzing user experiences through metrics such as Net Promoter Score and Member Effort Score.
  • Oversee the introduction and implementation of new digital and self-service products, ensuring they align with the organization’s quality standards.
  • Provide strategic input, manage digital product strategies, and implement effective digital service solutions.
  • Use both member and employee feedback, along with data analytics, to enhance the effectiveness of digital and self-service products.
  • Act as the primary contact for resolving issues related to digital products, fraud events, system outages, upgrades, and ensuring member satisfaction and efficient system operations.
  • Provide prompt resolution for issues escalated by staff, contributing to growth and retention of relationships.
  • Oversee and analyze user data related to digital and self-service products, supporting informed decision-making at the executive level.
  • Effectively manage project requirements, timelines, and budgets, ensuring they align with strategic goals.
  • Assess potential risks associated with digital product initiatives, providing recommendations to executive leadership for mitigation.
  • Participate in planning and implementation of digital product-related projects, serving as an internal resource on digital matters.
  • Manage relationships with digital product vendors, ensuring all digital products comply with legal and compliance standards.
  • Collaborate with marketing to promote digital services, driving profitability and member satisfaction.
  • Maintain and update procedures for digital service channels, ensuring alignment with the organization’s strategic vision.
  • Uphold the Credit Union’s core values, business objectives, and legal compliance, while mitigating risk.
  • Perform additional tasks as assigned, showing flexibility and commitment to the organization’s goals.

 

Requirements 

QUALIFICATIONS

  • Skilled in researching and identifying opportunities to enhance digital and self-service products, improving the member experience.
  • Organized and proactive, demonstrating exceptional planning skills and attention to detail.
  • Creative and independent thinker, capable of analyzing digital product needs and implementing strategic solutions.
  • Experienced in leading digital banking projects and coordinating cross-functional teams for efficient project delivery.
  • Comprehensive knowledge of laws and regulations relevant to digital and self-service products.
  • Solid understanding of business operations, with the ability to solve problems and thrive in a results-oriented environment.
  • Excellent communication and interpersonal skills to engage with staff, members, and create profitable promoters.
  • Proficient in managing relationships with vendors and consultants, ensuring alignment with the organization’s digital product initiatives.
  • Capable of multitasking and managing stress from meeting deadlines, supervising employees, and handling challenging member interactions.
  • Skilled in interpreting policies and procedures, demonstrating discretion and independent judgment when making exceptions to support strategic goals.

EDUCATION/EXPERIENCE REQUIREMENTS

  • Bachelor’s degree in business administration or equivalent work/educational experience required.
  • At least three years of experience with consumer and small business segments, including deposit and credit products.
  • Experience in supporting member accounts, managing payment activities, addressing escalation issues, and maintaining vendor relationships.
  • Experience with digital and self-service technology solutions in the financial industry.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Full-time hours required, with additional hours as necessary to accomplish objectives, goals and projects.
  • Ability to sit or stand within proximity of a computer terminal for extended periods.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
  • Frequently required to stand, walk and sit.