The AVP, Onboarding owns the member joining and account opening journey and experience across the credit union, from establishing membership eligibility through applying for, opening, and funding any account or loan in any channel.
The role sets the vision and multi-year roadmap for onboarding and leads the direct and cross-functional teams that deliver it.
That accountability spans the full life of the onboarding platforms: strategy and prioritization, administration and releases, and the daily operations and manual processes that keep applications moving from submission to a funded account or closed loan.
The AVP is also accountable for the product knowledge member-facing teams depend on and for resolving the application and account opening issues that reach beyond what those teams can address themselves.
The essential duties and responsibilities include the following.
Other duties may be assigned.
Lead and develop a high-performing team focused on delivering exceptional experiences across the credit unions onboarding journeys, providing the coaching, guidance, and growth opportunities that build both capability and capacity.
Create an environment that encourages innovation, accountability, collaboration, and continuous learning.
Translate credit union strategy into team goals and individual objectives and align capacity and assignments to the highest-priority work.
Product Management Own the vision, integrated strategy, and multi-year roadmap for the credit union’s onboarding products (membership eligibility and joining, applications for accounts and loans, identity verification and screening, automated credit decisioning with referrals to underwriters, and disclosures, e-signature, closing documents, and account funding) so members experience one consistent way to join and open regardless of channel.
Partner with business units and front-line teams to turn membership growth, deposit, and lending strategies into scalable product solutions, prioritizing investment by member value, employee impact, business impact, and risk.
Use application data, journey maps, abandonment and referral trends, and feedback from members and front-line employees to uncover friction and inefficiencies, validate opportunities, and identify experience and process improvements.
Define and report on product KPIs (application completion, time to open and fund, automated decision rate, funding rate, identity verification pass rate, satisfaction) to measure portfolio performance.
Monitor industry, market, and technology trends in account opening, origination, and identity verification to identify opportunities for innovation and select the technologies and vendor solutions that support the product, managing partner relationships, including contracts, licenses, service levels, and operating budgets.
Product Delivery Oversee the team’s administration of the onboarding platforms, including configuration of products and eligibility rules, application flows, identity verification and screening settings, decision rules and referral routing, disclosures and document templates, e-signature, funding options, and integrations with the core, credit bureaus, and identity providers, so that much of the roadmap is delivered directly without custom development.
Lead the cross-functional team that builds, configures, and maintains the platforms, ensuring roadmap priorities become well-defined requirements, user stories, and acceptance criteria, sequenced into a delivery plan that both internal engineers and vendors execute against.
Plan and manage releases, vendor upgrades, integrations, and coordinated changes across channels, ensuring quality assurance, user acceptance testing, and accessibility, security, fair lending, and compliance reviews are complete before changes reach members or employees.
Direct ongoing maintenance of the platforms, including defect resolution, enhancements, technical debt, and the retirement of outdated products, features, and systems.
Product Operations Own the manual processing, file maintenance, exception handling, review queues, reconciliation, and quality control that the onboarding platforms do not automate, ensuring the team handles that work accurately and on schedule while identifying opportunities to reduce it.
Ensure the onboarding platforms perform as designed day to day, monitoring availability, performance, decision and verification accuracy, and application throughput, leading the response to incidents and outages, coordinating with internal teams and vendors on resolution, communication, and root-cause analysis.
Establish and enforce the procedures, controls, and access standards that keep the onboarding platforms compliant with regulatory, fair lending, identity verification, security, audit, and business continuity requirements.
Product Enablement Ensure member-facing teams have access to complete product documentation, including procedures, job aids, and knowledge content they need to guide members through joining, applying, and opening confidently in every channel.
Provide product-level support for application and account opening issues that member-facing teams cannot resolve, including issue tracking, escalation management, and root-cause resolution with vendors and internal teams.
Requirements
Must have high school diploma or equivalent.
Must have the education, experience, knowledge, and skills necessary to perform the responsibilities of the position.
Benefits
Veterans/Disabled Charter Oak offers paid time off, paid sick time, a variety of health, medical, and supplemental insurance plans, and a 401(k)-retirement plan with an employer match.
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