Vice President of Member Service Contact Center

About the Company

Large national financial cooperative

Industry Banking

Type Non Profit

Founded 1933

Employees 1001-5000

Categories

Banking Finance Financial Services Banking & Mortgages Investment Management Insurance Banking Services

Specialties

consumer checking & savings accounts consumer loans mortgage loans credit cards online banking mobile banking investments and insurance

Business Classifications

SAAS B2C

About the Role

The Company is seeking a Vice President for its Member Service Contact Center. The successful candidate will be a key member of the senior management team, responsible for leading the call center to achieve the company's vision, mission, and strategic goals. This critical role involves maintaining and enhancing the exceptional service provided to members through the contact center. The Vice President will be tasked with using data and technology to develop and implement strategies for process improvement, workforce optimization, and digital initiatives. Collaboration with senior management is essential to ensure the execution of these strategies and the achievement of service level standards, call performance, and the adoption of new technologies to increase efficiency.

Applicants must have a Bachelor's degree in a related field or equivalent work experience, with a minimum of 10 years' progressive experience in contact center responsibilities, including at least five years in senior management within a financial institution. The role requires a deep understanding of contact center and credit union regulations, as well as the ability to develop and analyze performance metrics. The Vice President will also be responsible for fostering a positive work environment, ensuring employee engagement, and maintaining operational integrity and compliance. Strong leadership, communication, and problem-solving skills are essential, as is the ability to represent the company in various external engagements. The position demands a proactive approach to identifying and implementing strategic initiatives for maximum member satisfaction.

Hiring Manager Title SEVP – Senior Executive Vice President

Travel Percent Less than 10%

Functions

General Management Operations Strategy