Director of Remote Delivery

Join our forward-thinking Credit Union as the Director of Remote Delivery and lead our journey towards transforming how our members interact with us. This role and the Remote Delivery team are on-site at our Headquarters office in Moline, Illinois. As the spearhead of our digital channels, you'll play a pivotal role in shaping the future of banking, ensuring seamless, secure, and user-friendly experiences for our valued members. If you're ready to make a significant impact and drive our digital transformation, we want to hear from you!

A Little About Us

We're a member-owned financial cooperative. This means we exist solely to help our members, our team members and our communities find success on their financial journeys. Our members are our owners, and every dollar they put into IHMVCU goes back to the people and communities we serve.

WHAT'S YOUR DAY LIKE?

As the Director of Remote Delivery at IH Mississippi Valley Credit Union, you will play a crucial role in overseeing various departments such as the Contact Center, Loan Center and ITMs - these areas include approximately 65 team members and 7 Team Leaders. Your primary responsibility will be to maximize the service delivery of all remote channels, including but not limited to the Contact Center, Virtual development, Interactive Teller Machines (ITMs), Online Account Opening, Loan Applications and Closings, and Lending Sales. The Remote Delivery team communicates with members and team members via phone, video, email chat, text, etc. Your role will involve providing feedback on current processes, recommending innovative products, and ensuring a first point of contact resolution phone center through skilled-based routing. This position will be involved in pivotal projects as well as ownership of Remote Delivery products.

ARE YOU THE REMOTE DELIVERY DIRECTOR WE'RE LOOKING FOR?

To excel as the Director of Remote Delivery at IH Mississippi Valley Credit Union, candidates must possess demonstrated leadership abilities with a focus on team building, proven sales performance, and a continuous improvement mindset. The ideal candidate will have a knack for promoting relationship building and be adept at leveraging various software and tools to enhance remote delivery services. If you are a strategic thinker with a passion for driving innovation and excellence in customer service, we encourage you to apply for this exciting opportunity.

Knowledge And Skills Required For The Position Are

• Bachelor's Degree in Business Administration, Finance or related field (or equivalent experience)
• 3 years Financial Institution experience in Management.
• Ability to lead and motivate a team, manage performance, and foster a collaborative work environment.
• Understanding of member needs and behavior in a remote banking context, with a focus on improving member satisfaction and engagement.
• Strong analytical skills to assess the performance of remote delivery channels and identify areas for improvement.
• Ability to develop and execute strategic plans for the growth and enhancement of remote delivery channels.
  
  

CURIOUS ABOUT A FEW KEY RESPONSIBILITIES?

• Provide leadership and oversight of the daily operations for Contact Center, Loan Center and ITMs. Create and maintain a productive and supportive working environment within the department based on continuous and effective feedback. Maintain a positive working relationship with all departments and retail locations.
• Develop an environment that supports continued growth and creates a career path in the remote delivery department.
• Effectively coach and develop your Leadership Team ensuring they possess the necessary skills, knowledge, and motivation to drive the organization towards achieving its strategic goal.
• Inspire and empower your team members and Leadership team to meet and exceed their goals, leading to enhanced job satisfaction, increased productivity, and overall organizational success.
• Assist in creating a phone center that will provide a Resolution at First Point of Contact to our members through skill based routing and continued education for our team members and members.
• Be knowledgeable on phone metrics that track and trend performance for inbound and outbound call handling.
• Assist our Virtual Development team in creating and maintaining training material and provide continued education for all Remote Delivery employees.
• Supports loan department sales and operations by exhibiting knowledge of servicing new and existing members, interviewing loan applicants, processing documents, and identifying opportunities.
• Interprets financial reports relating to goals, incentives and department accounting. Provides daily, weekly and month-end statistics and tracking reports to management.
• Ongoing project management involvement and product ownership will ensure the feature meets member needs, aligns with business objectives, and is delivered on time and within budget.
  
  

ARE YOU READY FOR AN EXCITING OPPORTUNITY?

You will receive great benefits such as Medical, Dental, Vision, 401(k), Life Insurance, Health Savings Account, Flexible Spending Account, Competitive Salary, and Flexible Paid Time Off.

So, what do you think? Are you ready to take the next step in your career? Apply now! We look forward to meeting you!

Physical Requirements

• Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm.
• Lifting Demands: Up to 10 lbs.
• Visual Demands: Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.