POSITION SUMMARY : The position will serve as the subject matter expert (SME) for the implementation, testing and delivery of VolCorp's products and services to the credit unions. In addition, this position will act as a liaison to the credit unions for core conversions and mergers to ensure credit unions do not experience an interruption in VolCorp products and services.
This position will also focus on working closely with VolCorp internal departments, vendors, and credit unions to ensure implementation and delivery is provided at exceedingly high satisfaction level.
The position will promote solutions to credit unions through engagement contacts. The position will also engage in active listening to assist VolCorp in determining members' needs and industry trends for future product and service offerings.
PRIMARY RESPONSIBILITIES : Category - Essential 65% Functions as product and service subject matter expert for VolCorp, including Customer Relationship Management platform. Works directly with internal departments, credit unions and third-party vendors for the implementation and delivery of products and services within promised timelines and with high satisfaction levels. Communicate requirements and needs to internal and external sources. Documents all required forms are completed and required processes are completed to ensure a successful transition. Provides resolutions and guidance if issues arise. Implements continued process improvement of workflows and communication for overall implementation, testing and delivery process.
15% Becomes proficient in iVolt system. Verifies iVolt system is maintained and updated with changes because of implementations. Works with Member Experience Liaison to develop and implement enhancements to iVolt on an annual basis. Assists in training internal staff on enhancements.
10% Ensure VolCorp billing is updated and revised for implementation and ongoing product/services fees. Assists in budget development for product and service fees. Assists in tracking fee income and transaction volume to assist Vice-President, Products and Services recognize trends and plan for the future.
5% Assist when requested to develop training material on products and services.
5% Propose appropriate current VolCorp solutions to credit unions when needs are determined through engagements. Actively listen to credit union needs and remain aware of credit union trends to assist in developing future VolCorp products and services. Conduct focus groups to assist with this responsibility.
RELATED DUTIES: Perform other assignments and special projects as directed by the Chief Experience Officer or other Senior Leadership Team members. Adhere to company and governmental policies and regulations, including those relating to Equal Employment Opportunity and Affirmative Action Plan compliance. Understand Bank Secrecy Act, Office of Foreign Assets Control Rules and adherence to VolCorp policies. PREFERRED EDUCATIONAL AND EXPERIENCE : Associate or Bachelor's degree in Business arena, or natural person/corporate credit union experience of one (1) to three (3) year minimum work experience.
Must have ACH, Faster Payment and BSA accreditation or obtain within two (2) years of accepting the position.
SKILLS, KNOWLEDGE AND ABILITIES REQUIRED : Strong verbal, written, and nonverbal communication skills. Strong professional etiquette. Effective presentation skills and the ability to adapt ideas and training material based upon audience's knowledge level. Effective interpersonal, analytical, and presentation skills Knowledge of various software platforms to assist in job, such as PowerPoint, Word, and Excel. Strong analytical skills to lead to continual process improvement within work flows and overall job responsibilities. Time Management and ability to easily accept and manage change. Detail oriented and self-motivated. Requiring very little direct supervision. Ability to work independently and within group settings.
