VP, Digital Member Solution Center
About the role
The Vice President, Member Care Solutions Center, provides strategic and operational leadership for all inbound and outbound member contact functions. The executive is accountable for building a high-performance team that delivers exceptional service, drives sales results, and meets or exceeds service-level agreements (SLAs) in alignment with the credit union's mission to deepen member relationships and support financial wellness.
This role is divided into three categories: Sales/Service/Operations, SLA targets, and will strive to meet or exceed organizational benchmarks. The role is responsible for setting and executing the strategic vision and overall people leadership, and regulatory compliance for the team.
Responsibilities
- Oversees all aspects of contact center operations, including staffing models, queue management, workforce forecasting, and scheduling.
- Drives a continuous improvement mindset through root-cause analysis of member complaints, escalations, and repeat contacts.
- Ensures all service interactions reinforce the credit union’s brand promise and deepen trust and loyalty among members.
- Develops strong relationships with Lending, Wealth, and Consumer branch network.
- Provides ongoing sales coaching and develops member care representatives.
- Collaborates closely with marketing, lending, and finance to set ambitious yet achievable annual sales goals.
- Maintains incentive structures and recognition programs that motivate performance while reinforcing member-centric values.
- Spearheads initiatives related to new product development, focusing specifically on enhancing and innovating deposit programs and products to meet market demands and improve member satisfaction.
- Defines, monitors, and continuously improves service level agreements across all contact channels.
- Develops real-time and historical reporting dashboards that provide timely insight into contact center KPIs.
- Establishes and maintains a performance management framework that ties individual, team, and department metrics to strategic objectives.
- Leads, coaches, and develops member care team members, building depth, accountability, and execution capability.
- Builds and sustains a performance culture grounded in clarity, accountability, and consistent execution.
- Aligns leadership capability, operating norms, and incentives to support enterprise standards and sustained results.
Requirements
- Executive-level leadership presence with the ability to influence across disciplines and at the board and executive levels.
- Strong strategic orientation with the ability to translate vision into operational execution.
- Deep analytical and insight-driven mindset; comfortable leveraging data to inform decisions and challenge assumptions.
- Proven executive leadership experience, managing high-performing teams and influencing decision-making on wealth management strategy.
- Demonstrated experience leading a contact center, preferably within a credit union, community, or regional bank.
Qualifications
- Bachelor’s degree in business administration, Finance, or related field, or equivalent work experience.
- 12–15+ years of experience in contact center management, sales, service, and SLA management.
Skills
- Interpersonal Awareness & Skills
- Embraces Change & Learning
- Utilizes Critical & Creative Thinking
- Takes Personal Ownership
Benefits
- Back Office Benefits That Work for You
Pay
Compensation is commensurate with experience.
Schedule
The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.