Careers

The Opportunity

Dutch Point Credit Union is seeking an Assistant Vice President, Payments and Deposit Operations to lead the people, processes, controls, and operational practices that support the credit union’s payment and deposit services. This leadership role will strengthen operational performance, regulatory compliance, risk management, team capability, and service delivery while ensuring the department can support changing technology, payment channels, and member needs.

Why This Role Matters Now

Dutch Point is strengthening the consistency, scalability, controls, and expertise within its payment and deposit operations. The Assistant Vice President, Payments and Deposit Operations will help ensure these critical functions operate effectively today while building the processes, team capability, operational readiness, and continuous improvement needed to support the credit union’s future growth.

What You’ll Lead

• Leadership and oversight of payment and deposit operations, including electronic payments, card servicing, deposit servicing, fraud and dispute processing, legal and regulatory account matters, and related operational functions.
• Operational controls, regulatory compliance, quality assurance, documentation, audit readiness, and escalation practices that support accurate and reliable operations.
• Team leadership and development that strengthens subject matter expertise, cross-training, knowledge transfer, accountability, and bench strength.
• Process improvement that uses operational measures, trends, and root-cause analysis to improve efficiency, accuracy, scalability, risk management, and member service.
• Operational readiness for system upgrades, third-party integrations, new products, initiatives, and process changes.
• Cross-functional and vendor coordination that strengthens service delivery, resolves operational issues, and supports credit union priorities.

First-Year Priorities

• Strengthen consistency, controls, documentation, and accountability across payment and deposit operations.
• Make material progress on opportunities to improve operational efficiency, accuracy, scalability, and member service.
• Strengthen escalation and decision-making practices for complex operational, fraud, regulatory, and member-impacting issues.
• Build greater team capability through coaching, cross-training, knowledge transfer, and development of subject matter expertise.
• Improve operational readiness for system changes, integrations, new products, and other initiatives.
• Strengthen visibility into operational performance, emerging risks, trends, ownership, progress, and results.

Who Thrives in This Role

The successful candidate is a strong operational leader: someone who understands the complexity of payment and deposit operations, can simplify and improve processes, develop people, and make sound decisions when issues are not straightforward. This leader must be comfortable balancing operational performance, risk, compliance, technology, and member needs while building strong relationships and maintaining sound judgment, confidentiality, and credibility.

What You’ll Bring

• Strong operational leadership with deep knowledge of payment and deposit operations.
• Ability to strengthen processes, controls, service delivery, and operational performance while managing risk and regulatory requirements.
• Strong problem-solving and analytical capability with the ability to identify root causes, evaluate information, and make sound decisions.
• Experience developing employees, building subject matter expertise, strengthening accountability, and creating greater depth across a team.
• Clear communication, strong relationship management, professionalism, and a leadership style grounded in trust, accountability, continuous improvement, and member service.

Leadership expectations: This role requires a leader who can build confidence across the department, communicate priorities and expectations clearly, develop employees and future leaders, and reinforce a culture of accountability, collaboration, sound judgment, continuous improvement, and member-focused decision-making.

Qualifications

• Bachelor’s degree in business, finance, or a related field preferred; equivalent experience considered.
• Minimum 5 years of experience in payment or deposit operations within a financial institution.
• At least 2 years of supervisory, managerial, or team leadership experience.
• Strong knowledge of NACHA Rules, Reg E, Reg CC, UCC, BSA/AML, OFAC, and related regulatory requirements.
• Experience with electronic payments, deposit operations, fraud monitoring, VISA disputes and chargebacks, core processing systems, payment platforms, and related operational workflows.
• Credit union or financial institution experience strongly preferred.

Work Environment

This is a full-time leadership position based at Dutch Point Credit Union’s corporate headquarters in Wethersfield, CT. Some travel to branches, meetings, community events, industry events, or partner locations may be required. Extended hours or on-call availability may occasionally be needed based on operational issues, system changes, payment processing needs, or credit union priorities.

About Dutch Point Credit Union

Dutch Point Credit Union is committed to serving members with care, clarity, and trusted guidance while creating a strong, values-based workplace for employees. This role will help strengthen the people, processes, controls, and operational capability needed to protect member trust and support the credit union’s long-term success.

Work Location: Dutch Point Corporate Office, 195 Silas Deane Highway, Wethersfield, CT

Employment Type: Full-time

Salary Range: $82,000 - $102,000 per year

Dutch Point Credit Union is an equal opportunity employer.

Lead the Digital Member Experience

Behind every great digital member experience is a leader who knows how to bring people, performance, and technology together. As our eBranch Manager, you will lead the team and daily operations responsible for delivering full-service banking through the contact center and digital channels—strengthening service, sales, employee capability, and the way members connect with Dutch Point Credit Union.

Why This Role Matters

The eBranch plays an important role in making banking personal, accessible, and easy for our members. This position has the opportunity to shape that experience while building a capable, engaged, and accountable team prepared to meet evolving member needs.

What You’ll Lead

• Oversee daily eBranch operations across phone, ITM, email, chat, text, online banking, and mobile banking channels.
• Coach, develop, and empower employees to achieve service, sales, and operational performance goals.
• Drive consumer loan originations and help the team identify member needs and recommend appropriate financial solutions.
• Establish and oversee quality assurance practices, including interaction monitoring, scorecards, calibration, coaching follow-up, and trend reporting.
• Guide the resolution and documentation of complex member issues, complaints, suspected fraud, privacy concerns, and service disruptions.
• Optimize workflows, processes, technology, and contact-center dashboards to strengthen efficiency and the member and employee experience.
• Forecast contact center volume and staffing needs and maintain appropriate coverage during peak periods, planned absences, evenings, weekends, and service disruptions.
• Use service levels, abandonment rates, handle time, quality scores, loan results, digital adoption, and member satisfaction data to improve performance.
• Collaborate across the credit union to solve problems, remove barriers, and improve results while reinforcing compliance, confidentiality, and risk controls.

What Success Looks Like

Success means members receive responsive, accurate, and personalized service across every eBranch channel. Employees understand what is expected, receive meaningful coaching, and continue building their capabilities. Sales, service, digital adoption, productivity, member satisfaction, and compliance expectations are actively managed and used to improve performance.

Who Thrives Here

You may be a strong fit if you:

• Enjoy being a visible, hands-on leader who stays connected to the daily work.
• Believe developing employees and providing clear feedback are essential leadership responsibilities.
• Can balance member advocacy with sales, operational, compliance, and performance expectations.
• Use data, technology, and sound judgment to make decisions and improve results.
• Remain composed when priorities compete, or situations become complex.
• Look for better ways to serve members rather than simply maintaining existing processes.

Must-Have Qualifications

• A minimum of three to five years of contact center management experience within a retail banking or financial services environment.
• Knowledge of workforce management practices and contact center reporting tools.
• Proven experience leading, coaching, and developing employees.
• Strong communication, relationship-building, problem-solving, and decision-making skills.
• Ability to manage competing priorities while overseeing people, service, sales, operations, compliance, and risk.
• Ability to use technology, reporting tools, and performance data to make informed decisions and improve results.

Preferred Qualifications

• Experience managing digital banking, virtual-branch, or multichannel service operations.
• Knowledge of online and mobile banking, ITM technology, and remote member-support channels.
• Leadership experience within a credit union or financial institution, with knowledge of financial products, regulations, and operational controls.
• Experience improving workflows, implementing technology, or leading cross-functional operational change.
• Bachelor’s degree or an equivalent combination of education and relevant experience.

The Opportunity

This is a broad, active leadership position. On any given day, you may coach an employee, review team performance, resolve a complex member situation, adjust staffing coverage, and improve an operational process.

For the right leader, that variety creates the opportunity to make a meaningful difference for members, employees, and the future of Dutch Point’s retail sales and service experience.

Work Location: Dutch Point Credit Union Corporate Headquarters, 195 Silas Deane Highway, Wethersfield, CT.

Employment Type: Full-time.

Salary Range: $70,000 - $90,000

Work Environment / Travel: This is a hands-on leadership position supporting daily eBranch operations and team performance. The schedule may include evenings and weekends based on digital service hours, and travel may be required for business responsibilities, community events, and professional development.

Dutch Point Credit Union is an equal opportunity employer.

Please apply today! Submit your résumé to: [email protected].

We’re looking for a Senior Member Experience Consultant to help lead service excellence in our Middletown and Niantic locations.

Be the Trusted Expert Members and Teammates Count On

Every member interaction is an opportunity to build trust, solve a problem, and help someone move closer to a financial goal. As a Senior Member Experience Consultant, you will provide comprehensive in-person service across our Middletown and Niantic branches, with assignments determined by staffing and business needs. This flex role requires adaptability and a commitment to delivering a consistent member experience at both locations. You will guide members through complex account and consumer-lending needs, coach teammates, and help lead day-to-day branch execution while contributing to the sales, service, and operational goals of each branch you support.

Why This Role Matters

Members rely on us for both everyday banking and important financial decisions. In this senior branch role, you will combine advanced service, lending, relationship-building, operational knowledge, and peer coaching to deliver solutions with confidence and strengthen the overall member experience.

What You’ll Own

• Deliver friendly, accurate, and comprehensive in-person service, including complex transactions, account opening and servicing, account maintenance, and required documentation.
• Serve as a point of escalation for complex or unresolved member concerns, using sound judgment and expertise to achieve timely, positive resolutions.
• Provide needs-based financial consultations and recommend products, services, budgeting approaches, and savings strategies that support members’ goals.
• Guide members through consumer loan origination and closing, including explaining options, evaluating requests within established authority, and reviewing required documentation.
• Coach and mentor Member Experience Consultants by sharing knowledge and reinforcing effective service, sales, referral, accuracy, and compliance practices.
• Provide day-to-day branch leadership support in the manager’s absence by coordinating workflow, assisting with escalations, and helping maintain service, sales, security, and operational standards.
• Support opening and closing duties, cash and negotiable-instrument controls, dual-control procedures, fraud prevention, exception handling, and required audits.
• Collaborate across Retail Sales and Service, Lending, Brand, and Digital to improve member satisfaction, engagement, and consistent service delivery.
• Contribute ideas that improve policies, procedures, efficiency, digital adoption, and the member experience.
• Follow all regulatory, BSA, OFAC, security, confidentiality, and operational requirements.

What Success Looks Like

• Members receive clear, practical solutions and consistently positive service.
• Complex concerns are resolved accurately and within established service expectations.
• Service, sales, referral, accuracy, compliance, and member-experience goals are consistently met or exceeded.
• Team capability improves through effective coaching and knowledge sharing.
• Consumer lending, branch controls, and opening and closing responsibilities are completed accurately and efficiently.
• Process improvements and digital-service education strengthen efficiency and member engagement.
  

Who Thrives Here

You may be a strong fit if you build trust quickly, communicate complex information clearly, take ownership of challenging situations, and enjoy balancing member service, sales, lending, operational responsibilities, and coaching in a fast-paced branch environment. You are dependable, flexible, and comfortable transitioning between multiple locations, adapting quickly to different teams, member needs, and branch workflows.

Must-Have Qualifications

• High school diploma or equivalent.
• At least four years of retail banking or financial-services experience.
• Demonstrated proficiency in branch transactions, account opening and servicing, consumer loan origination and closing, complex member issue resolution, and peer coaching.
• Experience originating real estate loans required. NMLS registration must be current or obtained within the first six months of employment.
• A consistent record of meeting or exceeding service, sales, accuracy, compliance, and member-experience standards.
• Excellent verbal and written communication, analytical, problem-solving, and relationship-building skills.
• Strong knowledge of financial products, credit union operations, and applicable regulations.
• Ability to work collaboratively across teams and support community events and business partnerships.
• Commitment to professionalism, confidentiality, continuous learning, and Dutch Point Credit Union Member Service Standards.
• Ability to complete annual BSA training and follow BSA- and OFAC-related policies and procedures.

Preferred Qualifications

• Bachelor’s degree in business, finance, or a related field.
  CUNA Financial Counseling Certification Program (FiCEP) and CCUFC Designation or willingness to obtain within the first year of employment.
• Experience in business development, networking, and leading community engagement events.
• Previous experience in a senior retail banking, branch leadership, senior banker, or lead member service role.

The Opportunity

This flex position is designed for an experienced financial services professional ready to serve as a trusted senior resource across the Middletown and Niantic branches. You will provide reliable coverage where needed, quickly integrate with each branch team, deepen member relationships, expand your lending and leadership impact, help teammates grow, and contribute directly to branch performance and continuous improvement.

Locations: Flex Role serving Middletown and Niantic, Connecticut branches. Branch assignments will vary based on staffing and business needs. 

Employment type: Full-time; schedule may include evenings and weekends based on branch hours.

Salary Range: $27.00 - $31.00 per hour

Work environment: In-person member interaction, use of digital channels, and branch opening and closing responsibilities. The employee may be designated as a key holder and, when designated, must complete all required security and operational procedures. Branch assignments and schedule changes will be communicated as business needs arise.

Travel: Regular travel between the Middletown and Niantic branches is required, along with reliable transportation and flexibility to adjust assigned locations based on staffing and business needs. Travel to other credit union locations may also be needed based on business needs.

Dutch Point Credit Union is an equal opportunity employer.

Submit your résumé to: [email protected].