Assistant Vice President of Internal Support
Rogue Credit Union
Creates a passion for the credit union’s Vision, Mission and Values. Guides team members to the execution of organizational objectives. Assumes responsibility for all activities and team members involved with the Internal Support team. This includes, but is not limited to, call support, active coordination among internal resources, creation and management of the organization knowledge base, measuring and reporting results, and the promotion of, and adherence to, operational standards. Relies on experience and judgment to plan and accomplish goals. Exhibits timely and professional customer service, which is critical and based upon Rogue’s Service Promises and Loyalty Culture.
Essential Functions & Responsibilities:
40% Manages all facets of Internal Support operations including internal member contact, issue/problem resolution, resource assignment, coordination, escalation, capacity planning and service level management, quality performance and productivity. In addition, performs budget and financial management as need arises with potential growth.
15% Actively fosters an adherence to credit union standard operating procedures with emphasis on first call and self-service resolution. This includes, but is not limited to, coaching and coordinating with Vice Presidents, Assistant Vice Presidents, managers, individual team members and the Employee Development team. In addition, is responsible for the creation of a feedback loop to facilitate a practice of continuous improvement.
15% Creates, maintains, and continuously improves a knowledge base that can be leveraged to support both internal and external member self-service activity. Collaborates with credit union stakeholders to develop and improve methods for collecting relevant data for the improvement of internal support processes and the knowledge base. Identifies appropriate automation solutions that support the goals of the department.
15% Consistently analyzes internal support call data and operations to increase effectiveness, productivity and to assure internal members are being provided with exceptional experiences that meet internal member needs promptly and completely. Report metrics and trends regularly to management. Designs and create an insights feedback loop circulating within Support and to other external functions.
10% Recruits, hires, trains, coaches and motivates a highly qualified staff to meet the daily operational needs of the areas assigned. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty and providing exceptional experiences.
5% Proactively performs other related duties as required.