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Job Openings: Assistant Vice President of Member Services, Full Time, Alpena

Announcement Number:08262020-1
Announcement Date:August 26, 2020
Location of Position:Alpena, MI
Salary:Pay Grade 3
Days:Monday through Friday (or as required to meet the needs of the department and members)
Hours:Exempt position - typically 40 hours


***Position will be temporarily assigned to Oscoda until the completion of the new headquarter location and will be reassigned to the new Alpena headquarters***


The primary purpose of this position is to assist Northland Area Federal Credit Union in living out its Service Mission, "To be our members’ most trusted financial partner," by delivering outstanding service to both internal and external members. In addition, provide professional support and assistance in the daily operations of the branches and member service area.



1. Deliver service to both internal and external members that are in alignment with the credit union’s Service Promises

 I promise to serve you happily, with energy and competence

 I promise to be knowledgeable and accurate

 I promise to treat you with the respect worthy of an owner

 I promise to provide focused attention to your needs

 I promise to take ownership of your request

 I promise to be trustworthy in every interaction

 I promise to safeguard the security of your financial information

 I promise to express my appreciation for allowing me to serve you

 I promise to provide solutions that will improve your financial life

2. Meet all established service goals as measured by the Internal Service Survey

3. Provide assistance in maintaining uniformity and efficient daily operations in all branch offices

4. Develop and report tactics to increase account growth and retention, including account relationship growth

5. Develop and manage membership recruitment efforts; new member on-boarding including monitoring of follow-up program

6. Increase awareness of and promote participation in community events, school presentations, and fund-raising opportunities

7. Develop and report strategies to meet all goals and objectives

8. Responsible for administration of the Internal Service Survey program, including training and reporting

9. Schedule, monitor and assess training sessions for member service staff; maintain up to date training material

10. Identify and address staff training and coaching needs

11. Assist in the development of and provide continued support for sales and service initiatives

12. Provide support and guidance to the branch leadership staff

13. Conduct Interviews with applicants for member service and contact center positions

14. Responsible for initial review of member service staff documents; evaluations, coaching, disciplinary documentation and performance improvement plans for accuracy and consistency


15. Handle complex and escalated member service issues

16. Assist in ensuring department and organization compliance to policy, procedure, and regulations

17. Serve as backup for Bank Secrecy Act reporting; currency transaction reports, unusual activity and fraud prevention software review

18. Prepare, review, and monitor the accurate and efficient completion of assigned branch reporting

19. Participate in meetings, conferences, and project team activities as assigned

20. Analyze and document current business processes and development of external resources and contacts; Develop solutions to enhance efficiencies and report to management as needed

21. Maintain and facilitate open lines of communication

22. Administration of the Member Service Shoppers program.

23. Oversee the achievement and maintenance of established member service levels and standards

24. Ensure the necessary resources and tools are available for quality member service delivery

Northland offers a competitive compensation and benefits package, including:



Bachelor’s degree in business management, or equivalent relevant work experience.

Must possess and maintain a valid driver’s license.

Additional Desired Attributes:

At least six years of previous credit union or financial institution experience.

Misc Comments:

Typical indoor office environment with occasional travel and driving required. Must be able to remain stationary for long periods of time in a sitting position. Must be able to occasionally bend and move about/traverse inside the office to access cabinets, files, office machines, etc. Position requires continuous communication to others and exchanging of information, as well as, repetitive use of hand/fingers, such as keyboard typing and using office equipment. Must be able to continuously think analytically, use written communication, handle stress and emotions, concentrate on tasks and remember names and/or details. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Northland Area Federal Credit Union is an Equal Opportunity Employer and considers all candidates for employment equally without regard to sex (including pregnancy and conditions related to pregnancy), religion, genetic information, race, color, weight, height, national origin, citizenship, age, disability, marital or veteran status, misdemeanor arrest record, or any other legally protected status.

How to Apply

Apply Online for Assistant Vice President of Member Services, Full Time, Alpena




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