Credit Union:

OBEE Credit Union

Region:

Lacey, WA

Closing:

9/30/2023

Learn More

Job Description:

Position Purpose

Directs and manages Digital Delivery to support the strategic objectives of the Credit Union. The VP of Digital Delivery is responsible for the member experience through the contact center, online and mobile banking channels, website, and other digital channels for O Bee Credit Union. Generates recommendations for system functionalities that are in accordance with established objectives. Measures member adoption of existing services and leads future digital services projects in relation to online banking, mobile banking, telephone, online account opening, ATM network and debit and credit cards. Analyzes results of member activity to assess the effectiveness of current digital offerings and develops reporting to demonstrate overall findings.

Principles/Accountabilities

  • Manages the day-to-day operations of digital delivery channels including Online Banking, Mobile Banking, ATM/ITM, Video, Chat and Remote Support, and plastic cards for world class member service. Establishes responsive support channels and resources to address end-user requests and concerns. Ensures compliance with all regulations that apply to electronic service offerings. Provides support to internal and external members by researching and solving complex member questions, problems, and/or complaints to ensure members issues through/regarding digital channels are successfully resolved.
  • Facilitates continuous process improvements to ensure excellent member service experience via digital channels as measured by reports and through net promoter. Monitors the downtime of systems and processes and ensures processes prevent and/or correct unsatisfactory conditions. Create and maintain data collections methods, data organization, data analysis, custom reporting, cost analysis, and advanced spreadsheet design to assist with identifying and recommending solutions and develop new processes to improve operational efficiency. Collaborates with the learning and development department for development of training or job aids of new technologies.
  • Develop and execute wining strategies that solve member challenges. Work closely with operations and lending to discover gaps in member experience that may lead to member attrition and determine viable solutions leveraging digital channels to grow and retain members.
  • Leverage insights from data analytics to further grow digital delivery channels, adoption, and member satisfaction. Develop a comprehensive roadmap that fosters strategic growth initiatives. Understand the design, technical, financial, and operational requirements of various digital programs. Coordinate the production, development and maintenance of new and existing digital services projects and identify opportunities to reduce reliance on external vendors.
  • Identify appropriate system enhancements, anticipated costs and expected return on investment. Establish a monitoring system to analyze results and reports of each platform effectively to ensure overall goals and objectives are met.
  • Works collaboratively with other department leaders to ensure that the e-channel product/service strategy is consistent with the overall strategic and operating plans. Also, partners with Compliance to implement effective fraud detection and prevention strategies to mitigate fraud losses while ensuring an appropriate balance between risk and member experience at application, point of sale and member contact points.
  • Responsible for managing multiple vendor relationships. Holds vendors accountable to establish service levels and manages expenses. Ensure vendor management software is complete for each vendor to include initial and ongoing vendor due diligence, and contracts and addendums. Develops and monitors annual budget and projects consistent with the Credit Union’s strategic goals and business plans.

Performs other duties as assigned.

 

Desired Qualifications

Education

BS/BA in Business, Computer Science, or equivalent experience.

Experience

Minimum 8 years financial institution experience, credit union preferred. Minimum 5 years of management experience. Minimum 5 years’ experience in electronic services or digital delivery. Project Management Certification preferred. Proficient in Microsoft Office products.

 

Knowledge/Skills/Abilities

  • Excellent oral and written communication skills.
  • Exceptional interpersonal skills with the ability to communicate with different levels of employees, management, Board of Directors, professional contacts, and vendors.
  • Ability to identify and resolve complex problems.
  • Extensive knowledge of financial services to make timely decisions and judgments.
  • Ability to effectively manage multiple complex projects, delegate duties, and track progress of strategic initiatives and goals.
  • Knowledge of key payment systems including ACH, ATM, debit and credit cards.
  • Experience in developing, providing recommendations, driving alignment around a vision, setting goals, initiating and driving projects to completion with minimal guidance.

If this sounds like you, apply today! Applications without a resume will not be accepted. This position will remain opened until September 8, 2023. The pay range for this position is $86,332.58 to $129,498.87.

O Bee Credit Union provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran.