Credit Union Vice-President
Resume:
Michele H Speer
Discovery Bay, CA 94505
Professional Experience
May 24, 2000 - October 5, 2021 PACIFIC SERVICE CREDIT UNION
January 1, 2017 to 10/5/2021 Vice-President at Corporate of Sales & Service
April 1, 2013 Assistant Vice-President at Corporate, Sales & Service
Oversaw a Sales & Service and Operations Team of 47 employees: 6 branches, main Phone
Center
•As AVP and VP devoted to supporting the staff and department success by in stepping as a working manager and leading by example, as needed.
•Physical Security.
•Created a suite of training programs for the credit union that ensured our employees were properly trained, resources were centralized and all employees were empowered to make decisions independently providing direct and personalized service for the members: Integrity Coaching, Member Experience Training, One-Stop Shopping, and PSCU University/Proline. Lead on Team Projects for launching new and upgraded online platforms streamlining service for both employees and members.
April 1, 2013
•December, 2007
•April, 2004
•October, 2015
Service
•December, 2018
Assistant Vice-President at Corporate, Sales & Service
Opened new Livermore Branch - Manager, Sales & Service
Opened new Pleasant Hill Branch - Manager, Sales & Service
Opened new San Ramon branch — Assistant Vice-President of Sales &
Moved Pleasant Hill Branch to a new location - Vice-President of Sales &
Service
•Project management
•Building maintenance — site management
•Sales theme incentive promotions
Managed 4 — 5 employees at the different branches
•Sales and training
•Physical Security officer
•Credit cards/ACH/lnstant card issuance/Sharedraft
•Consumer and Visa Lending
•Human Resource items
•Coaching and development, training, and lead my team
Training Sessions offered through Uncle Credit Union:
•DMV Regulations, Loan Processing Account Administration, and Branch Management
•Seminars WCMS Credit Union School — graduated 2014
Pleasant Hill
Major responsibilities: Planning, organizing, and controlling the Sales & Service department functions. Work to insure a superior level of service through staff. Function as a working supervisor and oversee the training and development of all positions. Serve as Acting Branch Manager in their s absence. Preserve and enhance the maintenance, security and the overall image of the branch for the community we serve.
May, 2000> October, 2002 Pacific Service Credit Union Check Card & ATM Processor, Walnut Creek
Major responsibilities: provide quality service to the membership; process daily share drafts and ATM exceptions, including ATM fraud; handle and resolve account issues in all areas of the operations department. Cross- trained in ACH, Visa dispute processing, and Visa exceptions.
April, 1998> May, 2000 Uncle Credit Union Main Branch Assistant Manager, Livermore
Supervisor of the seven Member Service Representatives for the Branch Manager- n addition to preforming all job duties assigned to an MSR. Kept all staff motivated and focused on the credit union goals, including cross-selling to our members. Responsible for balancing main vault and branch daily recap, scheduling staff breaks and lunch hours, plus aiding staff and member problem-solving. Trained new MSRs. Disbursed loans. Served as acting Branch manager in her absence.
December, 1994>April, 1998 Uncle Credit Union Member Service Representative, LLNL Lab branch, Livermore
Responsible for safekeeping of the members' funds and for educating new and existing members of the various services and products that are available, while remaining current with the company changes of procedures and policies. Served on the front line and on telephones. Handled all financial transactions, processed and disbursed loans, IRA accounts, member account administration, and all member service needs in person. Assisted in overseeing bank deposits and recording, balancing, and reconciliation of the overall branch accounts, including assigned ATMs.
Education & Related Training
Training Sessions offered through Pacific Service Credit Union:
Advanced IRA seminars, Excelling as a First Time Supervisor Seminar, Sales & Leadership Workshops, Notary Seminar, Security & Fraud Seminar, Excel, Account Administration and 1st year Western Credit Union Management School.
Job Title:
Reports to:
Employees Supervised:
Vice President, Sales & Service
Chief Operations Officer
Seven
Position Summary
The Vice President of Sales and Service is responsible for the overall operational direction and oversight of the credit union's Sales & Service departments, including the branches and call center as well as assigned projects and strategic objectives. The responsibilities include, but are not limited to, ensuring quality member service delivery in alignment with our mission statement, directing and coordinating day-to-day activities, monitoring results and make necessary changes to achieve the organization's goals and objectives.
Essential Functions
•Assists the Senior Vice President and COO in all aspects related to the oversight and efficient operation of the Operations Department, which includes Sales & Service, Card, Payment and Digital Services.
•Develops solutions and keeps abreast of emerging technologies to provide an innovative, integrated member service experience with a focus on mobile and digital delivery.
•Participates in developing long-range strategies, as well as managing projects and dayto-day operations of the branches and call center.
•Responsible for the development, training and motivation of department managers and staff; identifies opportunities for training and development to increase employee engagement and morale.
•Reviews member service procedures and operating practices. Develops methods and procedures to improve operational effectiveness and responds to member concerns or complaints.
•Works collaboratively with the Vice President, Operations and Assistant Vice President, Digital Services in the development and implementation of the credit union's sales and service delivery strategies, including developing product and service roadmaps and setting sales goals in support of organizational goals and initiatives.
•Responsible for the hiring, counseling, performance evaluation, training, cross training, motivation, and discipline of all department personnel.
•Plans for and regularly participates in monthly management meetings.
•Reviews existing products and services and provides recommendations for product related enhancements.
•Member of the eCommerce Committee, participates in the development and implementation of the organization's digital product and service delivery roadmap Researches and recommends new products and services, process improvements, expense reductions, and income generating ideas to contribute to the overall profitability of the credit union and improve member engagement.
•Monitors and evaluates member service delivery strategies, including member service surveys; enhances and supports sales and service initiatives and ensures ongoing member satisfaction.
•Develops, schedules and conducts training courses and supervises implementation through the Sales and Service managers.
•Visits all branches on a regular basis to monitor the quality of member service, sales performance, and adherence to policies and procedures. Ensures consistency among the branch operations by monitoring and auditing branch procedures.
•Regularly monitors staff performance and provides feedback, completes periodic. performance appraisals, goal plans, and staff development plans for branch managers and personnel.
•Provides coaching, recognition, rewards and motivation to department personnel related to cross-selling credit union products and services.
•Ensures services are being provided in accordance with established policies and procedures, that the most efficient procedures for completing work are instituted, staff is developed in accordance with the position responsibilities and proper controls are in place to ensure that time sensitive and/or financial transactions are properly handled. Develops and implements the credit union's sales and service delivery strategies, including setting sales goals in support of organizational initiatives.
•Provides training, support, and guidance to branch managers to ensure managers are being given the necessary support to do their job.
•Assists in analyzing and meeting the objectives of the Sales and Service department in terms of sales goals, elimination of errors, institution of controls, elimination of opportunities for theft, fraud, etc., regulatory compliance, and is responsible for positive morale development,
•Assists the Chief Operations Officer with preparing annual department budget, negotiating and making changes to new and existing contracts.
•Develops requests for proposals for services, performs cost analysis, makes recommendations and implements changes in conjunction with selections made.
Serve as the backup to the credit union's Physical Security Officer.
•May act in an executive management capacity in the absence of the Chief Operations Officer.
Complies with all federal and state laws, organizational policies, procedures and processes, including (but not limited to) those related to the Bank Secrecy Act (BSA), Identity Theft Red Flags, and Office of Foreign Assets Control (OFAC). Performs related responsibilities, as required.
Non-Essential Functions
•Performs special projects and other responsibilities, as assigned.
Knowledge, Qualifications and Skills
•Education: College degree in Business, Project Management, Technology, Operations or other related business disciplines highly desired.
Experience: Five years' experience in a management capacity required. Knowledge of the credit union industry, industry regulations and overall operations governing eCommerce, payment services and related fraud mitigation processes required. Skills and Abilities: Excellent written and oral communications and cross functional project management skills required. Must be a self-starter who is able to follow projects through to completion with little supervision and meet deadlines in a fastpaced environment. Proficiency in computer programs, i.e., Microsoft Office, and knowledge of Symitar Episys software system preferred.
Additional Proficiencies Desired: You will bring your enthusiasm, collaborative work style, inquisitive attitude, flexibility, creativity, focus on excellence, and overall "greatto-work-with" demeanor.
•Travel Required: 20% local travel required. Travel during assigned shifts requires ability to operate personal vehicle. Occasional travel to more remote locations; similar, but not limited to our Fresno branch.
Hours Required: Exempt employee with a work schedule of Monday through Friday, generally 8 a.m. to 5 p.m. Hours may fluctuate moderately to accommodate business needs.
•Environmental Conditions: Work is primarily performed within a generously-sized cubicle on the second floor of a two-story building with an elevator, subject to standard background noise found in an office environment.
Physical Job Requirements
The physical equivalencies described here are representative of those that must be met by the person in this position to successfully perform the essential functions for the position.
•Sit, Stand, Walk: While performing the duties of the job, the person in this position is regularly required to sit, stand, walk and move about inside the office to access file cabinets, office equipment, etc. The duties in this position will require regular travel via personal vehicle which may result in long periods of sitting.
•Use of Hands/Fingers: To operate a computer, computer key board, mouse and other office productivity machinery, such as but not limited to a calculator, copy machine and computer printer. The person in this position is frequently required to sit and reach with hands and arms.
Speech/Hearing: The person in this position frequently communicates via phone and in person. Must be able to talk to and hear employees, members, clients, and educate them on products and services offered at the credit union.
•Lifting/Pulling/Carrying: The person in this position must occasionally lift/move up to 20 pounds, i.e., boxes.
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