VP - Member Service Contact Center

Exempt role within the Member Service Contact Center (MSCC) reporting to the SEVP - Chief Growth Officer.

About the Role

The Vice President of Member Service Contact Center is a key member of the senior management team, responsible for leading the call center to achieve the organization’s Vision, Mission, and strategic goals. This role focuses on maintaining and enhancing the exceptional service members receive through data-driven strategies, process improvements, workforce optimization, and digital initiatives. The Vice President collaborates with senior management to execute strategies that drive service performance, efficiency, and growth.

Success in this role is measured by meeting service level standards, improving call performance, adopting new technologies, and achieving key metrics.

Responsibilities

• Proactively research, develop, and implement strategic initiatives to maximize member satisfaction.
• Conduct short- and long-range Contact Center planning to align with Golden 1’s strategies and objectives.
• Stay current on service delivery trends in Contact Centers and recommend proactive strategies for managing contact center volume trends.
• Provide and continually evolve meaningful reporting on call center performance for Executive Management.
• Foster a positive and engaging work environment by promoting skill development, coaching, and growth, while inspiring others through actions and words.
• Develop and maintain an understanding of regulatory requirements and risks, establishing control activities to mitigate risks and ensure compliance.
• Evaluate operational policies and procedures for effectiveness and efficiency, proposing and implementing changes as needed.
• Provide effective leadership to employees, including conducting manager evaluations.
• Plan, organize, direct, and control budgetary activity for areas of responsibility.
• Monitor and ensure compliance with established policies and procedures.
• Maintain a thorough understanding of state and federal laws related to contact center operations and credit union compliance, including bank secrecy and anti-money laundering laws.
• Represent the Credit Union in business and trade associations, civic functions, and member interactions to promote the credit union’s image.
• Communicate results of sales referrals, service levels, and operational impacts to management as requested.
• Perform ad hoc projects, strategic initiatives, and assignments as directed by the Board or President and CEO.

Requirements

• Bachelor’s Degree in a related field or equivalent work experience.
• Minimum 10 years of progressive experience in Contact Center responsibilities.
• Five years of financial institution management experience at a senior level.
• Knowledge of laws, rules, and regulations impacting contact centers and credit unions.
• Strong budgeting, accounting, and business administration skills.
• Proficiency in personal computer use, with strong oral and written communication skills.
• Ability to develop analytical metrics to measure performance and provide reports to management.

Skills

• Effective oral and written communication skills for evaluating staff, preparing recommendations, and performing managerial functions.
• Manual dexterity to operate computers, financial calculators, and standard office equipment.

Physical Requirements

• Prolonged sitting with occasional mobility required.
• Corrected vision in the normal range to read documents.
• Hearing within normal range (devices provided if needed).
• Occasional movement throughout the department to interact with staff and accomplish tasks.
• Travel locally, statewide, and nationally, including overnight stays and evening schedules.
• Unusually long work hours may be required to accomplish tasks.

Pay

$178,695.00 - $196,460.00 annually.