Description: Job posting closes this Thursday, May 1st at 5 p.m. We will be accepting applications until posting close date.VP Digital Lending and Acquisition
Department: Digital Admin

SUMMARY:

With the goal of enhancing lives, fulfilling dreams and building communities this position is responsible for the strategic direction and execution of the Digital sales team and channels (including online lending application experience and performance) and Numerica’s new member application platform. This role is accountable for providing leadership that builds and maintains a culture of sales and service, delivers key organizational outcomes, and ensures the development of employee competencies. This role will be responsible for the organization’s digital member growth and digital lending channels and products, as well as leading initiatives to leverage existing platforms and drive automation for operational efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the strategy and operations of Digital Lending team taking inbound or outbound loan applications or product enrollments by phone/chat/video, including but not limited to multi-site operations, team structure, skill based routing, IVR, product incentives, and overall reporting.
• Responsible to leverage existing platforms and drive process and experience automation that improves agent performance and member experience.
• Partners with internal stakeholders in planning and execution of product promotions, design, or planning.
• Assess and enhance sales training needs and responsible to ensure training or support is in place to drive overall skill and behaviors aligned to organization.
• Assess and evaluate compensation mechanisms for sales staff that drive sales performance across the team and in alignment with organizational standards, controls, and performance.
• Responsible for the online lending experience for direct consumer and HELOC and works with cross-functional partners to ensure consistent experience, controls, and partnership.
• Accountable for new member acquisition platform and user experience, including Retail and Online experience. Works with business and product leaders to ensure application enrollment meets Numerica, state, federal requirements, and responsible for security and accuracy of background checks in line with organizational standards and information protection policies.
• Responsible for monitoring trends in both origination and acquisition space and implementing changes aligned with organizational targets.
• Lead team that supports employees with escalations and questions regarding new member applications as well as developing and maintaining user content.
• Responsible to ensure new member product, disclosures, templates, and payment integrations are working and accurate.
• Engage with key stakeholders to ensure alignment between platform and changing product, promotion, and regulatory needs. As needed, proactively reach out to ensure platform is meeting needs and we are addressing key pain points.
• Acts as primary business contact for online origination and acquisition experience, negotiating changes or ensuring SLA’s are met for priorities issues.
• Responsible for leveraging data from AOS, LOS system to identify member friction or drop out points and make changes to improve outcomes. Leads or provides input into operational projects, ensuring outcomes benefit all parties and are in alignment with CU goals, policies and procedures.
• Identifies opportunity areas for improvement as it relates to operational efficiencies and initiates projects or partnerships to resolve.
• Ensures all processes adhere to regulations and compliance standards, on internal and external policies.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Responsible for managing department budget and tracking variance trends.
• Effectively incorporates concepts of CARES Principles in daily behaviors and interactions:

Connect – Create a welcoming, energized, and warm environment.
Ask – Discover and confirm others’ needs to ensure they feel understood and known.
Resolve – Take personal and full responsibility for meeting others’ needs.
Elevate – Commit to long-term personal and organizational growth and improvement.
Strengthen – Invest in our Numerica community and beyond.

EDUCATION AND/OR EXPERIENCE:

Bachelor’s degree with ten or more years of Contact Center leadership experience and five or more years’ experience in consumer lending (consumer lending sales experience preferred). Online lending and/or new member acquisition experience preferred.

SKILLS AND ABILITIES:

Requires a high level of tact and integrity due to the great frequency of senior level internal and external contacts and regular exposure to confidential information. · Detailed orientated with ability to work independently and prioritize workload. · Energetic, responsive team player with the interest and initiative to work in fast paced environment.· Consistently demonstrates a can-do and member service attitude. · Expert in multi-tasking, organizing and prioritizing a must. Ability to learn and perform multiple tasks quickly and accurately. · Deep knowledge of the Digital landscape, including current practices and processes. · Ability to challenge current processes, identify gaps, and proactively research solutions.· Ability to lift up to 25lbs.
Disclaimer: The job description does not imply an employment contract, nor is it intended to include every duty, task or instruction for which the employee is responsible. Other tasks may be assigned, based on business need and at Management’s request.

SUPERVISORY RESPONSIBILITIES:

Responsible for overall direction, monitoring, and evaluation of the Digital Lending and AOS Support staff. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, training and coaching of employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Fosters a team environment and provides coaching and developmental opportunities for employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for the strategy and operations of Digital Lending team taking inbound or outbound loan applications or product enrollments by phone/chat/video, including but not limited to multi-site operations, team structure, skill based routing, IVR, product incentives, and overall reporting.
• Responsible to leverage existing platforms and drive process and experience automation that improves agent performance and member experience.
• Partners with internal stakeholders in planning and execution of product promotions, design, or planning.
• Assess and enhance sales training needs and responsible to ensure training or support is in place to drive overall skill and behaviors aligned to organization.
• Assess and evaluate compensation mechanisms for sales staff that drive sales performance across the team and in alignment with organizational standards, controls, and performance.
• Responsible for the online lending experience for direct consumer and HELOC and works with cross-functional partners to ensure consistent experience, controls, and partnership.
• Accountable for new member acquisition platform and user experience, including Retail and Online experience. Works with business and product leaders to ensure application enrollment meets Numerica, state, federal requirements, and responsible for security and accuracy of background checks in line with organizational standards and information protection policies.
• Responsible for monitoring trends in both origination and acquisition space and implementing changes aligned with organizational targets.
• Lead team that supports employees with escalations and questions regarding new member applications as well as developing and maintaining user content.
• Responsible to ensure new member product, disclosures, templates, and payment integrations are working and accurate.
• Engage with key stakeholders to ensure alignment between platform and changing product, promotion, and regulatory needs. As needed, proactively reach out to ensure platform is meeting needs and we are addressing key pain points.
• Acts as primary business contact for online origination and acquisition experience, negotiating changes or ensuring SLA’s are met for priorities issues.
• Responsible for leveraging data from AOS, LOS system to identify member friction or drop out points and make changes to improve outcomes. Leads or provides input into operational projects, ensuring outcomes benefit all parties and are in alignment with CU goals, policies and procedures.
• Identifies opportunity areas for improvement as it relates to operational efficiencies and initiates projects or partnerships to resolve.
• Ensures all processes adhere to regulations and compliance standards, on internal and external policies.
• Maintains knowledge and adheres to all BSA regulations and compliance standards on internal and external policies.
• Responsible for managing department budget and tracking variance trends.
• Effectively incorporates concepts of CARES Principles in daily behaviors and interactions