VP of EBranch

Role: By emphasizing ONE Park, ONE Mission, One Team, the VP of E-Branch leads the credit union's remote delivery ecosystem, overseeing Contact Center, Interactive Services, and Consumer Lending to deliver an exceptional member experience across all digital and remote channels. This role provides strategic and operational leadership for call center operations, ITM/Interactive Services, remote member service, and consumer lending production. The VP ensures these departments advance PCCU's mission by creating efficient, member-centric experiences; implementing digital enhancements; supporting strong sales and service performance; and developing leaders and teams who deliver high-quality support and lending solutions. The VP collaborates across departments to align digital service delivery, loan production, and member support with organizational goals. Essential Functions & Responsibilities: Oversee all Contact Center operations including phone, chat, messaging, email, and online account opening. Ensure member communication channels are adequately staffed, accurate, and aligned with organizational service standards. Monitor performance, coach leaders, and maintain a member-centric culture focused on timely, accurate, and friendly service. Partner across teams to improve digital workflows, technology delivery, fraud prevention practices, and overall remote member experience. Oversee the Interactive Services department to maintain high-quality ITM transactions, efficient queue performance, and seamless member interactions. Ensure performance standards, compliance expectations, and service targets are met across all locations. Support supervisors and staff through coaching, workforce allocation, and escalation management. Monitor service metrics, resolve issues, and collaborate with IT, Retail, and Electronic Services to enhance remote delivery and ITM technology. Oversee and lead strategies in Consumer Lending Sales to drive growth in loan production, product sales, call queue performance, and overall sales effectiveness. Provide strategic direction and coaching to managers and lending teams. Monitor, measure, and interpret key lending metrics, including production volumes, conversion rates, pipeline activity, and sales performance, and improve results. Ensure lending decisions, processes, and member interactions meet all regulatory and PCCU standards. Collaborate on product development, system enhancements, marketing promotions, and lending process improvements. Partner with internal teams and third-party vendors on testing, launching, and improving mobile banking, online banking, and digital member-service tools. Provide insights, recommendations, and continuous assessment of technology performance. Work cross-functionally to support seamless integration of member-facing systems and ensure remote channels operate with efficiency, accessibility, and accuracy. Oversee staffing levels, performance evaluations, leadership development, and accountability for department leaders. Promote a culture of Vibrant Connections, Inclusive Excellence, Bold Compassion, and Endless Empowerment. Ensure training, coaching, and development resources are used to build high-performing teams across all three departments. Perform other duties as assigned. Performance Measurements: 1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: • Vibrant Connections • Inclusive Excellence • Bold Compassion • Endless Empowerment 2. To achieve or exceed operational, service, and lending goals for E-Branch, Interactive Services, and Consumer Lending. 3. To maintain engaged, well-trained teams capable of supporting growth and delivering outstanding member support. 4. To ensure consistency, accuracy, and regulatory compliance across all digital service and lending functions. 5. To identify and implement improvements in digital delivery, remote operations, and loan production. 6. To follow the credit union’s Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error. 7. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance. Knowledge and Skills: Experience Five to eight years of progressively responsible leadership experience in remote delivery, digital member services, call center operations, consumer lending, or related areas. Education (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree). Interpersonal Skills Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Other Skills • Strong leadership, communication, analytical, and digital-technology skills • Understanding of remote service delivery, contact center management, and consumer lending • Ability to collaborate cross-functionally and guide digital enhancements • Strong problem-solving and decision-making abilities Physical Requirements WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers. PHYSICAL DEMANDS The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law, reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or others. While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances. The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds. Park Community Credit Union is an Equal Opportunity Employer/ Veterans/ Disabled