SVP Member Services

Headquartered in the heart of America in Sioux Falls, SD, Levo Credit Union serves over 37,000 members in 29 counties and 4 states along the I-29 corridor from Fargo, ND to Sioux City, Iowa and manages over $500 million in assets. Their mission is to better people’s lives by providing relevant financial services, building trusted relationships, serving their community, and providing a rewarding atmosphere for their employees.  They focus on moving forward together and are committed to the core values of Integrity, Respect, Accountability and Service.  As South Dakota’s longest-running credit union, Levo is focused on excellent service and member value and is consistently voted by our community as local best in lending and financial services.

Levo Credit Union is looking for a forward-thinking individual to join their team in a newly created position as the Senior Vice President Member Services.   They will be responsible for leading the strategy, alignment, and execution of all Lending, Branch and Recovery Services. As part of the executive team this individual will work to set and execute strategic business goals in alignment with our mission, vision and values to responsibly grow the credit union and ensure extraordinary member experience.

 Essential Duties and Responsibilities

• Direct and supervise the management of the member experience to ensure a profitable outcome. Drive and support a member-focused culture.
• Responsible for the overall direction/strategies of all lending, branch services (including service center), and recovery functions. VP of Lending, VP of Branch Services and AVP of Recovery Services are direct reports to this role.
• Lead, develop, and implement strategies to maximize the economic engine that supports a world class place to work and provides exceptional member service.
• Be engaged in outside business activities including chamber events to promote the credit union.
• Work to promote operational efficiencies by collecting and analyzing relevant data, employing workforce planning, and streamlining workflows to remove barriers to extraordinary internal and external service levels.
• Research and evaluate emerging trends and advancements in the financial services industry and identify opportunities for technological advancements to better serve our members within assigned areas of responsibility.
• Monitor and analyze key performance indicators (KPIs) related to branches, lending, service center operations, and recovery services and their impact on overall credit union performance. Implement corrective measures as necessary to achieve financial targets.
• Develop and monitor budgets and spending, employing thorough and responsible due diligence efforts and fiscally responsible decision-making.
• As assigned, develop review and monitor policies and procedures in accordance with the credit union goals, strategies, objectives and risk tolerances. Work with other departments to maintain consistency in credit union policies and procedures.
• Ensure compliance with regulatory requirements and industry standards as it relates to internal policies and procedures across all operational areas.
• Identify and manage key performance metrics to measure the member experience, portfolio management, concentration limits, and brand awareness. Develop and understand the right KPI analysis to drive desired results, behaviors and outcomes.
• Establish and ensure the implementation of target goals for the recovery department. Communicate credit union goals and provide direction with all department employees to ensure clear understanding of organizational direction and expectations. Coach and mentor to encourage accomplishment of goals.
• Oversee and monitor the collections functions to achieve organizational strategic goals. Direct the work of managers including the recovery department.
• Research and evaluate feasibility of new lending products, services, and partnerships to provide value to members and organization lending goals.
• Keep abreast of changes in the industry, particularly in lending. Develop and implement plans for changes to or expansion of lending programs with a proactive approach to maintain competitiveness.
• Develop, maintain and analyze operational and performance-related reports. Submit updates relating to activity and trends. Make recommendations accordingly.
• Ensure the optimization of MRM, core technologies and organizational data to ensure successful campaigns.
• Actively gain information about changes in competition and changing trends related to member loan and deposit needs. Recommend changes to maintain competitiveness.

The selected candidate will have excellent communication skills, proven leadership, a track record of success, and a strategic mindset.  A bachelor’s degree and at least 10 years of related financial institution experience with at least five years in a senior level management role required.  Master’s degree preferred.  This role will require extensive lending experience.