Rio Grande Credit Union
Job Title: AVP of Member Experience
Department: Branch Administration
Reports To: Chief Operations Officer
FLSA Status: Exempt
Grade: 13
Summary
The AVP of Member Experience partners closely with operations leadership to drive consistent, high-quality member service and sustainable growth across all member-facing channels. The position provides strategic input, oversees operational standards, supports change initiatives, and promotes a culture of continuous improvement, accountability, and compliance throughout member operations.
Essential Duties
Ensure consistent application of operational standards, policies, and compliance requirements across all member operation departments.Identify training and development opportunities based on performance trends, audits, industry or product changes.Participate in operational change initiatives, contributing to the development and updating of Standard Operating Procedures (SOPs), and presenting changes to Member Operations with follow-up to ensure adoption.Working with the operations leadership team develops, implements and measures growth and service performance standards to ensure that Branch, eBranch, and Member Resource Center (contact center) performance improvement initiatives are implemented and managed effectively.Promote a culture of continuous improvement, professionalism, and accountability throughout the member operation area.Conduct quarterly meetings to determine effectiveness of implemented initiatives and programs. Partners with other functional areas such as Compliance, Learning & Development, and others to ensure continuous improvement is realized.Travels throughout branch system to evaluate experience and service culture and conducts on-the-spot coaching to supervisors and managers.Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.Report all suspicious activity to the Risk Management department via the compliance group emailOther duties as assigned
Supervisory Responsibilities
This position has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Experience - 5 to 10 years related experience
Education - 4-year college degree or completion of a specialized course of study OR 10 years related experience
Physical Demands
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 accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and use hands. The employee is frequently required to reach with hands and arms and talk and hear.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is moderate. Work is performed primarily by computer at a desk.
Rio Grande Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
Equal employment opportunity, including veterans and individuals with disabilities.
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