AVP, Business Services

Job Overview

Dupaco Community Credit Union has an exciting opportunity to join the Business Services team as the AVP, Business Services and it could be just the role you've been waiting for! You will be responsible for the leadership and management of the Business Services member-facing areas and will forge a strong partnership with business partners to create growth opportunities in the area. If you are ready to take ownership of all products currently in Business Services (deposits, cash management, credit cards) and lead small business lending member facing/retail deployment initiative, then apply to this role today!

What You'll Do:

• Own member facing facets of Business Services, including credit card, ACH, NetWork Deposit, Merchant Services, Small Business Lending, and any yet to be introduced products.
• Oversee, lead, and coach a team of Business Services Professionals and provide guidance within the Dupaco footprint around new deposits, cash management, and credit while focusing on member experience
• Get involved in member interactions to ensure experience is front of mind and relationship building occurs at every interaction.
• Use reporting matrices to monitor performance, identify trends, and address and/or escalate concerns or issues as needed.
• Provide coaching and support related to individual roles including member relationship management, member experience, and provide expertise on product recommendations, RFPs, and developing solutions. Assist team members in identifying solutions to varying member needs.
• Participate in departmental strategy including projects, feedback, and process review – chart a course for the member facing areas of Business Services.
• Facilitate cross organizational conversation and referrals – understand the underpinnings of the organization so that there is full stakeholder support of the area.
• Gain market understanding to work with your teams to develop business opportunities, relationships, and product ideas to meet member needs. Participate in the process individually and as a group leader. 
• Coordinate workflow by collaborating with business unit leaders in lending, credit, and support areas to smooth process and build stronger departmental SLAs.
• Serve as primary owner of member experience in all member facing roles in Business Services. Understand pain points, create wins, and sharpen team skill and engagement to delight business members.
• Take a hands on approach to team development – walk through member interactions, assist them in skill development – know, show, grow!

What You'll Need:

• 5-7+ years of experience with cash management, business banking, and/or retail banking experience and sales/business management required.
• 3-5+years of leading member-centric teams (or equivalent skill and knowledge)
• Ability to assume responsibility and solve problems in a fast pace environment.
• Must maintain confidentiality in all credit union matters.
• Must be self-starter with high energy and motivation.
• Travel required to conduct on-site meetings and member set-up.
• Excellent written and verbal skills to professionally communicate with staff.
• Ability to make sound decisions with a thorough knowledge and understanding in credit union policies and procedures.
• Extensive knowledge of all Dupaco products, services and operating procedures.
• Ability to solve problems in a timely manner.
• Must be familiar with financial regulations.
• Strong technology background.