ACCOUNTABILITY STATEMENT The Universal Servicing Vice President has the ultimate responsibility for all Branch and Contact Center facets of their assigned location(s) to include coaching, developing, and leading all Branch personnel to achieve individual, branch growth, and contact center efficiency goals while delivering an unbelievable member experience. In addition, the Universal Vice President is responsible for growing new consumer and business memberships as well as deposit, loan, and investment balances along with insurance and other protection products in alignment with the strategic plans of the credit union. This key leadership position must be able to precisely describe VyStar Credit Union's value proposition versus competitors and convey the importance of educating and proactively helping members with their financial goals. If you are passionate about people and proactively helping to improve the lives of our members through financial solutions, education, and advice, then join us at VyStar Credit Union. ESSENTIAL JOB FUNCTIONS • Proactively looks for areas of continuous improvement and ensures opportunities to improve are communicated effectively to the executive team and/or support departments with the goal of providing the best employee and member experience possible in the pursuit of providing the best overall financial services experience in the industry. Reinforce Sr. Leadership's direction. • Must be able to develop strong alignment & collaboration across departments as this is a heavily matrixed role. • Must be able to manage branch and contact center processes and priorities to ensure all risk management guidelines are followed. • Develops and implements tactical plans for the assigned location/s & departments that are aligned with VyStar's goals and objectives documented in the annual business plan. • Coaches assigned branch and contact center leaders to lead by example and consistently exhibits the behaviors of VyStar's culture to successfully establish and grow strong member relationships. • Performs the job with autonomy in driving membership growth, business activities, and financial results in the specific location/s. • Supports and promotes a "Culture of Yes" to find solutions for all member needs. • Develops assigned employees to accomplish internal succession planning for future career growth opportunities within the credit union. • Hold assigned branch and contact center leaders accountable to timely ownership around employee issues. • Serves as a key integrator to ensure the success of business partners through referrals, including but not limited to Mortgage, Business Services, Insurance, and Investment Services. • Maintains a high level of engagement while proactively asking for feedback and fostering a culture of idea sharing. • Accountable for operating the assigned departments & location/s efficiently and in line with corporate policies and procedures. Respond timely and consistently with well researched and accurate details. • Oversees & collaborates with audits in all areas of branch & contact center operations through the branch Self-Monitoring Program (SMP) to ensure compliance with regulations and credit union policies. Adheres to solid risk management guidelines in a highly regulated environment. • Conducts joint outside business calls and VyStar at Work presentations to accelerate new member growth and profitability of all business units within the credit union. • May hold key leadership positions with civic, not-for-profit, charitable, and service organizations within the local market to support the VyStar brand. • Takes direction, applies to business situations, and owns assigned tasks to completion. • Know your numbers, plan, acknowledge areas of improvement, adjust, and execute to ensure objectives are met. • Performs other duties as assigned. • All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance. Demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job. • Focus - Focus your full attention by carefully listening to and observing your clients or member. • Connect - Consistently be friendly and approachable. Demonstrate you care. • Understand - Listen empathetically and ask questions (70% to 30%). • Counsel - Recommend solutions based on your client's or member's needs and objectives. • Advance - Ensure that member's or client's expectations were exceeded. • Verify necessary follow-up actions were completed. JOB QUALIFICATIONS EDUCATION & EXPERIENCE • A four-year college degree is preferred. Comparable experience in a financial institution may be substituted for college degree. • 8+ years' experience managing people and process management in a financial institution is preferred. Previous branch & contact center management experience is preferred. JOB KNOWLEDGE, SKILLS & ABILITIES • Proven track record of leading a high performing sales & service teams in exceeding superior business and member service results. • Creates a climate in which people want to do their best, own their business results, possess a drive to win, and a spirit of always doing the right thing. • Must possess exceptional coaching and mentoring skills and be able to foster an environment of coaching and developing employees for performance and growth. • Ability to hold self and others accountable for achievement of key business priorities via effectively leading managers remotely. • Must be able to work in a fast-paced environment, have a strong desire to motivate and empower others, and set the tone of commitment to diversity and inclusion. • Must possess a positive can-do attitude and the ability to relate well with others. • Must have an intense focus on delivering an unbelievable member experience and a commitment to looking for and championing areas for continuous improvement while maintaining high quality standards. • Possesses excellent written, verbal, and problem-solving skills. • Must be able to independently resolve escalated member issues or inquires in an expedient and professional manner. • Must be able to multi-task, prioritize effectively and execute with a sense of urgency. • Experience in a matrixed leadership environment or management position is preferred, preferably in a financial institution. DISCLAIMERS AND WORK ENVIRONMENT Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management. The work environment characteristics described are representative of those that 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. As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.