VP Consumer Lending and Contact Center Sales

Role: VP Consumer Lending and Contact Center Sales

Why Westerra?

Here at Westerra Credit Union, every employee counts. Our teams are made up of high-performing individuals committed to being HONORABLE, INVENTIVE, and CURIOUS - qualities that make us GREAT! Each person brings their authentic self to work every day, and we want you to feel comfortable being YOU.

All of our team members work towards a shared purpose: to teach one another to prosper. We strive to be a modern financial community where we all truly belong, both for our employees and the members we serve. We look forward to seeing how you will contribute to this purpose by positively impacting our members' lives through personal attention, financial education, community engagement, and more. This is true for every role, as we believe that we are all member-facing.

Founded by schoolteachers in 1934, we are a learning organization at our core. We embed a growth mindset in our employees, ensuring that we all prosper together! If you're ready to make an impact and join a community where you can grow, belong, and thrive, we encourage you to apply today and help shape the future of Westerra!

What is the role?

The Vice President of Consumer Lending and Contact Center Sales leads the consumer lending business line, drives sales across indirect, digital, and call center channels, while overseeing enterprise-level consumer loan fulfillment operations. The VP is a high caliber leader, focusing on both sales and operations, while ensuring omni-channel production and member experience excellence.

The role balances attention between consumer lending, consumer product sales, and deposit growth, with flexibility to lean into one area depending on economic and financial factors. Success depends on building strong relationships and collaborating with key stakeholders across the organization. The VP will develop strategies that impact the business in the short- to mid-term (1-3 years) and align with the organization's overall objectives.

This position serves as a voting member of the Pricing Committee, participates in product development, and is a key player in shaping the delivery of products and services through phone and digital channels.

What will be expected of me?

At Westerra, all people leaders are expected to support, reward, recognize, and lead high-performing teams to drive Westerra Experience outcomes. They do this through:

• Leadership Attributes: Embrace foundational, human-centric leadership behaviors that enable The Way We Lead behaviors: Authentic, Empathetic, and Adaptive.
• Leadership Behaviors: Model and coach Westerra's Core Purpose, Cultural Tenets, and Be Statements.
• Leadership Foundations: Apply effective The Way We Lead leadership approaches, leveraging the resources available through Westerra Experience University (WXU) and in the Job Architecture.

Specific duties include:

• Strategic Planning: Develop and execute short- to mid-term plans (1-3 years) that optimize business outcomes and talent strategies.
• Business Performance: Hold accountability for performance, monitor budgets, and drive the execution of business plans.
• Staffing and Development: Lead short and long-term staffing needs and functional area development.
• Other duties as assigned.

Consumer Lending Responsibilities:

• Leads the consumer lending department, ensuring full ownership of the department's strategic plan, sales cycle management, and loan delivery operations.
• Drives production to align with Westerra's strategic objectives, annual budget, and R6Q outcomes.
• Accountable for consumer loan programs developed internally and through opportunities with outside partnerships.
• Oversees workflow, quality control, communication, and collaboration across departments.
• Develops consumer lending policies and strategies to achieve asset quality and profitability.
• Spearheads product development efforts, ensuring alignment with market pricing strategies and return on assets (ROA).
• Leads, coaches, and develops a cohesive, highly trained team to meet daily and long-term goals.
• Collaborates with retail teams on in-branch loan sales strategies.
• Represents Westerra at community events to build brand presence.

Lending & Sales Contact Center:

• Architect sand manages sales strategies for consumer accounts and other products opened via Lending & Sales Contact Center channels. This may include products opened by phone, with channel loan originations, accounts initiated but not completed online and through targeted member outreach.
• Leads efforts to deepen deposit relationships through inbound loan and account volume opportunities as well as outbound efforts to include, but not limited to, targeted calls lists, opening consumer accounts to establish membership through indirect channels and other deposit sales campaign support.
• Collaborates on campaigns to increase products per household and expand member relationships.
• Provides sales support to business and training development teams across various channels and includes ability to attend sales meetings in person or digitally.
• Partners with Talent to develop and implements training to support loan and deposit growth within the Lending and Sales Contact Center.
• Defines and fosters a broader sales culture at Westerra.
• Leads efforts to increase products per household, product utilization, and expand member relationships through indirect channels.
• Directs short- and long-term staffing needs and development of overall functional area.
• Represents Westerra at community events and serves as an ambassador for Westerra.
• Other duties as assigned.

General:

• Expertise in regulatory requirements and market awareness of consumer behaviors related to loans and deposits, ensuring strategies align with compliance and modern consumer expectations.
• Leverages technology, processes, and people to meet production goals and deliver exceptional service.
• Collaborates with Business Banking on sales efforts, including deposits and embedded finance sales.
• Resolves complex member, staff, and regulatory issues using advanced judgment and problem-solving.
• Contributes to the senior management team by executing the strategic business plan, managing department budgets, and establishing annual goals for consumer lending programs.
• Directs short- and long-term staffing and development needs for the functional area.
• Accountable for performance and results of one or more lines of business, monitoring budgets and ensuring alignment with strategic goals.
• Develops and implements annual business plans and 1-3-year strategies for optimizing the business and talent.
• Translates strategic action plans into relevant goals for the functional area.
• Other duties as assigned

Will I have Direct Reports? Yes

What am I bringing?

Experience/Education:

• 12+ years of proven leadership in progressive consumer lending and contact center sales within a financial institution or similar financial services provider.
• Strong knowledge of consumer loan products (credit cards, personal loans, home equity, energy efficient, home improvement and direct/indirect vehicles), underwriting, and credit risk
• Experience with consumer account products and digital tools (POS/LOS/PPE) to enhance member and employee experiences.
• Expertise in balancing market opportunity, risk and return in credit.
• Proficient in current lending compliance and regulatory requirements.
• Bachelor's degree preferred (equivalent experience).

Skills and Abilities:

• Fosters a strong team environment with ability to create win-win solutions
• Excellent written and verbal communication, as well as influencing skills, including with cross-functional departments
• Ability to learn and demonstrate that learning on the job
• Uses advanced logic to make highly complex judgements with a noticeable impact at the division level
• Comprehensive understanding of the overall organization and the competitive environment
• Ability to negotiate improvements and strategic change across functions
• Can ensure appropriate talent selection, organization and leadership for functional areas
• Position requires excellent communication and interpersonal skills and a working knowledge of Microsoft Office, Outlook, Excel, and PowerPoint
• Overall proficiency in Microsoft Office
• Ability to Learn and demonstrate that learning on the job
• Detail oriented with strong organizational and time management skills
• Must maintain high-level of confidentiality
• Accountable for the performance of the organization, major functional area, or line of business to the board and membership.

What is the work environment like, and are there physical requirements for this role?

• Hybrid / Office environment: Typically, a dispersed, flexible team environment both on Westerra campus and remote. Must reside in Colorado, with designated in-office days (typically 2x/week)
• Works primarily at a desk
• Ability to lift 25 pounds
• Minimal travel may be required

Salary: in addition to the starting annual rate of $147,300 - $191,490, this role is also eligible for Westerra's self-funding reward plan. This plan pays out a cash incentive annually if Westerra hits specific criteria tied to financial goals and this role has a direct impact on the outcome of those results!

What are some of our benefit offerings?

• Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
• Two dental plans through Delta Dental
• Basic life and AD&D insurance, short-term disability and long-term disability
• 20+ days of paid time off (PTO) per year
• Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
• 16 hours of volunteer time off (VTO) per year
• 11+ paid holidays
• 401(k) that includes up to 6% match
• Up to $5250 per year for educational reimbursement
• 4 weeks of paid parental leave
• Mental health resources including an Employee Assistance Program (EAP)
• Individualized learning and development programs

Please note, applications will be accepted until at least April 11, 2025.