Director Retail Remote Solutions

As the nation’s largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members’ financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members. 

BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There’s never been a better time to work for BECU.

To learn more visit becu.org/careers.

PAY RANGE

The Target Pay Range for this position is $164,200.00-$200,600.00 annually. The full Pay Range is $127,900.00 – $237,200.00 annually. At BECU, compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer for employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

SUMMARY

The Director, Retail Remote Solutions is responsible for developing and executing the business strategy and operational oversight of the Lending Solutions and Video Banking teams. This role leads these teams in optimization, technical progression, growth, and goal achievement. The Director, Retail Remote Solutions will work closely with the Retail Operations leaders to foster internal partnerships and participate as a project leader for the purpose of expanding and optimizing the reach of the Lending Solutions and Video Banking teams. This role is also responsible for operational excellence, leadership and team development, and drive financial results for retail remote solutions. In addition, this role is responsible for financial planning and on-going management and execution to ensure the financial plan is executed consistently within each of their channels. 

RESPONSIBILITIES

• Prepare and present business strategy, vision, and progress to senior level leadership with the intention to grow and optimize the Lending Solutions and Video Banking channels.
• Collaborate with internal business partners to integrate their areas of expertise into Lending Solutions and Video Banking teams.
• Understand the overall BECU strategy and translate it into Lending Solutions and the Video Banking teams.
• Determine and manage service level standards and ensure that defined sales, production, and retention goals are met for all areas of responsibility.
• Partner with the Retail Operations leaders to develop the technical aspects of the Lending Solutions and Video Banking channels.
• Lead and provide developmental opportunities for all team members while promoting an environment of teamwork, effective communication, empowerment, and collaboration.
• Participate in the design of effective variable incentive (VI) plans collaborating with division leaders and Compensation to identify and mitigate unintended behaviors.
• Work to identify key talent to support the talent pipeline. Develop cross-functional teams of engaged team members with the ability to execute initiatives and drive operational standards and business results by providing ongoing coaching, training, challenging experiences, and continual feedback to encourage development and performance.
• Participate in key compliance and lending initiatives impacting multiple business areas throughout the organization.
• Develop and maintain an operating plan and budget, including compensation projections, for all areas of responsibility.
• Recommend policy and/or procedure changes which would provide or enhance service or process to either internal or external customer(s). Perform all responsibilities in accordance with BECU competencies and Information Protection requirements.
• Have a thorough knowledge of state and federal law relating to mortgage and consumer lending. Develop and implement organizational strategy related to compliance and risk mitigation in areas of responsibility.
• Perform additional duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in business administration or equivalent experience required. Advanced degree preferred.
• Minimum of seven years of experience in a people leader role required.
• Minimum of eight years of financial industry and/or lending team management experience with progressive increased scope of responsibility required.
• Minimum of three years of experience leading remote/video banking teams preferred.
• Demonstrated experience in building and coaching a team to high performance levels using positive reinforcement, while providing clear feedback and follow through.
• Thorough knowledge of BECU products and services, policies and procedures, remote delivery channels and member service functions.
• Ability to advance the technical aspects of emerging technology.
• Strong organizational, time management, problem-solving skills, customer service, communication, and presentation skills.
• Strong leadership and negotiation skills, with the ability to drive consensus.
• Experience in change management, project management, and strategic planning.
• Ability to assess and implement organizational changes.
• Excellent financial acumen skills, analytical skills, and planning skills (both short- and long-term).

EEO Statement:

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.

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