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AVP of Member Relations

Posted: 02/14/2024

Position Objective:

While exhibiting Humble, Hungry and People Smart Virtues, the AVP of Member Relations is responsible for directing the Member Relations leadership team and driving the Standard of Excellence, people first culture at all relationship centers. This leader mentors, develops and provides guidance and support to direct reports in ensuring highly engaged, people-focused teams that consistently meet and exceed expectations. The AVP of Member Relations designs strategies specific to the growth of new business for respective relationship center locations, builds profitability with existing relationship centers, and assists with the creation and execution of relationship center business plans in support of Northern’s culture, mission, vision, and strategic direction.

Essential Job Functions:

  1. Proactively serves as a role model and demonstrates individual commitment to Northern’s Ownership philosophy by:

      1. Exhibiting high energy, a positive attitude, creativity and passion for member service.
      2. Maintaining an active, positive, professional image and reputation for Northern in the community while spreading the Ownership philosophy internally and externally.
      3. Engaging in the recommendation, research, development and implementation of enhancements to further promote Northern’s Culture and the Standard of Excellence for Member Service.
      4. Keeping open communication alive by inspiring owner participation on teams, listening to owner ideas, holding meetings and publishing regular announcements.
      5. Taking every opportunity to build or enhance member relationships and contributing to their financial well-being.
  2. Strengthens Northern’s people-first culture by providing inspirational leadership that ensures the Standard of Excellence in member relationships, quality, and accuracy of team operations in accordance with Northern’s practices, procedures, and guidelines through:

      1. Providing leadership that progressively builds confidence and inspires team members to challenge boundaries in pursuit of reaching their maximum potential.
      2. Coaching to motivate and maximize the performance of all RC leaders by creating and nurturing the entrepreneurial environment crucial to achieving Credit Union goals. Responsible for the selection, professional development, and performance evaluation of RC leadership.
      3. Assuring the development of existing and future RC leadership by providing managers, supervisors and frontline internal owners with opportunities for growth in the understanding and application of managerial skills and techniques in credit union business and financial management.
      4. Setting performance standards for Member Relations team, assesses individual progress toward meeting these standards and coaches team toward improving performance.
      5. Directing the RC leadership team to ensure that all locations are well maintained, properly staffed, efficiently operated, and consistently focused on delivering outstanding service to members.
  3. Proactively seeks to grow overall awareness of the organization and the branch in the local community through:

      1. Engaging the team in the development of strategies and ideas to build upon member and community relationships.
      2. Developing Relationship Center Leadership to actively contact, grow and maintain business relationships with external business partners in the Relationship Center community; including but not limited to new and existing SEGs, Businesses, and dealerships.
      3. Coordinating efforts with the Marketing Department on implementing special product promotions in order to maximize return on investment.
      4. Partnering with other key departments throughout the organization to achieve Credit Union goals; such as Home Lending, NFS, Commercial Lending and the outbound call team.
      5. Maximizing the Relationship Center utilization by designing, developing, and implementing outbound calling programs to further enhance the relationships built with existing members or to establish new relationships with potential members.
      6. Coordinating special events, monitoring planning, schedules and implementation as required for proper execution of each event, including but not limited to business after hours, educational seminars, and member appreciation events.
  1. Effectively ensures efficient operations of the Relationship Center network by:

      1. Identifying and implementing efficiencies that improve service delivery and operations of the Relationship Centers, including transactional services, cash management, new accounts, lending, collections, SEG business development and training.
      2. Coordinating the priorities of staffing and exceptional member experience.
      3. Ensuring individual branch goals and objectives are established and monitored, and that the applicable monthly performance reports are accurate and timely.
      4. In coordination with the Member Relations leadership team, assuring compliance with all credit union policies and procedures as well as applicable consumer laws and regulations pertaining to the administration and delivery of Credit Union saving and lending programs.

Other Job Functions:

  • Through Ownership Pride, promotes Northern's Core Values throughout the organization. Promotes teamwork within the Credit Union and actively seeks solutions to issues related to member and internal owner expectations.
  • Actively participates in other Credit Union duties, functions, committees, and events as may be reasonably requested, or on a volunteer basis.
  • Provides informed, friendly, prompt, professional and accurate communication, service and support to all members and internal owners.
  • Assists to prepare reports showing expenses as well as make recommendations for the department budget.
  • Develops and maintains an understanding of all credit union policies, procedures, culture, values and trends within the credit union industry.
  • Participates in the future of the credit union by offering constructive suggestions that may attract new members and/or enhance product penetration.
  • Stays informed and maintains a working knowledge of state and federal regulations pertaining to marketing compliance as well as changes to in credit union regulations, policies and procedures, products/services and delivery channels as well as culture and trends within the Credit Union industry.
  • Identifies and participates in educational programs such as BVS online training resources, schools and/or conferences to continually develop greater knowledge and expertise in marketing, digital services and member service. Takes initiative for personal career development and seeks opportunities to learn new skills.
  • Regular workday in addition to evenings and weekends.
  • This position is a hybrid of telecommuting and supporting the Relationship Centers. Occasional travel between relationship centers is required. A Valid driver’s license, proof of insurance and reliable transportation is also required.
  • Establishes and maintains professional business relationships with internal and external members, partners, association groups, service vendors, and other parties as necessary and appropriate in support of Credit Union programs.
  • Other related duties as assigned.

Qualifications, Skills and Experience:

  • Bachelor’s degree from accredited college or university with a specialized course of study at a business or trade school is required.
  • Five or more year’s progressively responsible management experience within a financial or retail environment with a proven sales management track record and demonstrated passion for service.
  • The incumbent must be a persuasive communicator with excellent command of verbal and written presentations. Clear communication with internal and external customers through verbal and written correspondence is required along with the ability to effectively develop and motivate people in one-on-one and in small group situations is essential.
  • Ability to work within a team while working independently.
  • Ability to multi-task and move quickly between priorities. Ability to prioritize a wide range of responsibilities, handle multiple tasks and projects accurately, and completely while meeting conflicting deadlines.
  • A significant level of diplomacy is required with a proven ability to work under pressure and remain calm in tense situations with both internal and external members.
  • Strong problem resolution and assertive communication skills in effectively dealing with members, external vendors, leaders, and internal owners.
  • Proven ability and maturity to handle confidential/sensitive information in a professional manner is required.
  • The position requires confident leadership abilities. This individual will be instrumental in maintaining effective teamwork among members of the Member Relations team in addition to internal owners in other departments.
  • Must adapt well to new or non-traditional environments and display a commitment to the community, to increasing member engagement and to Northern’s objectives.
  • Exceptional member service skills are required: Relationship focused approach, product and service knowledge, attention to detail, adherence to operational policies and procedures.
  • Must be technologically savvy especially as it relates to self-service options and keeps abreast of evolving consumer needs and trends.
  • A full working knowledge and ability to utilize a broad range of PC-based software programs, including Microsoft Office Suite and other internal database programs.

Physical Activities and Requirements of this Position:

Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together. Talking: Especially where one must frequently convey detailed or important Instructions or ideas accurately, loudly, or quickly. Average Hearing: Able to hear average or normal conversations and receive ordinary information. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate office equipment. Physical Strength: Sedentary work; sitting most of the time. Working Conditions: No hazardous or significantly unpleasant conditions.

Mental Activities and Requirements of this position:

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.Able to interpret a variety of technical instructions and can deal with multiple variables. Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission. Markup and selling price; and ratio, proportion, and percentage. Able to Perform very simple algebra. Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style. Ability to conduct training, communicate at panel discussions, and make professional presentations.


The base pay range for this position is $112,722.58 - $147,948.39 annually. Exact offers will be determined based on job-related knowledge, skills, and experience

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