Key Responsibilities
1. Works with Operations, Marketing and Lending Managers, external vendors and Information Technology to offer Credit Union products/services through remote delivery channels with a focus on innovation and user experience.
2. Analyzes remote delivery usage data.  Reports trends and recommends initiatives to grow usage.
3. Analyzes self service capabilities and member feedback.  Identifies trends, gaps in service and opportunities to reduce the cost of service delivery.   
4. Supports Service delivery initiatives and projects through project team participation and support to members.  Tracks/documents and communicates progress of initiatives in relation to goals.
5. Reviews internal workflow processes.  Recommends and implements changes to processes and procedures to improve efficiency. 
6. Recommends and implements risk management practices and adheres to regulatory requirements surrounding delivery of remote services.
7. Partners with the management team, information technology and Credit Union Trainers to create training programs to address new product/service implementations/changes and system upgrades and modifications. 
8. Develops knowledge of industry, competitive and complementary products and standards in regards to user experience.
9. Completes daily workflow to ensure all operational functions are performed efficiently and within expected service levels.   Cross trains staff for back-up to functions.
10. Provides back up support to other Operations department positions as assigned.
11. Acts as a liaison with other departments to supply information and resolve issues.
12. Promotes and maintains a positive work atmosphere by behaving and communicating in a manner consistent with professional standards to get along with members, co-workers, management and vendors.
13. Stays abreast of industry developments including but not limited to changes in regulations, technology, etc.
14. Ensures adherence to company policies and procedures and Banking/Credit Union regulations.
15. Performs additional duties as required. 

Qualifications
1. College degree preferred with 2 – 3 years of customer service and related experience at a credit union, bank or other financial institution. Strong communications, interpersonal, organization, and analytical skills.
2. Ability to multi-task and handle many projects at once. Knowledge of current word processing and spreadsheet computer software.
3. Technical orientation with knowledge of PCs and browsers highly desirable.

Equal Opportunity Employer M/F/D/V