Vice President, Member Experience

Authentic, happy, trustworthy, open-minded, passionate, service oriented – if these words describe you, Lone Star Credit Union may be the match you have been looking for. We believe “if it’s good for you, it’s good for us.” Our strong core values, called our Elements of Good, drive the culture of Lone Star Credit Union.

Responsible for overall management of Lone Star Credit Union's retail branch operations and member service call center. Directs all aspects of the daily operations for the branches and call center, ensures consistent and quality delivery of service, and ensures compliance with state and federal regulations and internal policies and procedures. Develops and mentors subordinate supervisors through mentorship and coaching.

Responsibilities:

1. Oversee daily operations and monitor branch and call center activity. Recommend ways to improve service delivery, products and services, branch costs, and operating methods and procedures.
2. Mentor, coach, and train staff. Provide support, recognition, and development opportunities. Ensure a consistent and exceptional Member experience is delivered and maximize opportunities to match financial needs with LSCU products and services.
3. Be a brand ambassador in all interactions and promote our brand by attending local networking and community events.
4. Participate as a member of the Leadership Team to execute and support the overall vision and strategic plan.
5. Assist with complex Member problems or questions while ensuring the highest quality of service and satisfaction.

Requirements:

1. Minimum of 5-10 years of similar or related experience. Proven background in management, member service, and financial products required.
2. Passion for building relationships and providing exceptional service.
3. Ability to plan, direct, and analyze branch and call center data, service, and performance.
4. Ability to integrate technology to increase efficiency and productivity.
5. Ability to interpret regulations.
6. Strong initiative and solution provider.

Benefits:

1. Coaching Culture to ensure success and promote learning and growth.
2. Paid Time Off, Paid Holidays, Family and Pet Bereavement Leave.
3. Health Insurance.
4. Dental Insurance.
5. Vision Insurance.
6. Life and Disability Insurance.
7. 401(K) with Employer Match.
8. Paid Time Off for Community Volunteerism.
9. Banking privileges for you and your family.