Vice President of Member Service Contact Center
Posted 18 days ago
confidentialSacramento (CA)
General and Operations ManagersCredit Unions
SENIORITY
Manager
About the role
Vice President of Member Service Contact CenterAbout the CompanyLarge national financial cooperativeIndustryBankingTypeNon ProfitFounded1933Employees1001-5000CategoriesBankingFinanceFinancial ServicesBanking & MortgagesInvestment ManagementInsuranceBanking ServicesSpecialtiesconsumer checking & savings accountsconsumer loansmortgage loanscredit cardsonline bankingmobile bankinginvestmentsand insuranceBusiness ClassificationsSAASB2CAbout the RoleThe Company is seeking a Vice President for its Member Service Contact Center. This senior management role is pivotal in leading the call center to meet the organization's vision, mission, and strategic goals. The successful candidate will be responsible for developing and implementing data and technology-driven strategies to enhance service performance, including process improvement, workforce optimization, and digital initiatives. Collaboration with senior management is essential to ensure the execution of these strategies and the achievement of exceptional member service and growth. The role demands a proactive approach to identifying and communicating relevant information, as well as the ability to offer innovative and competitive solutions to meet service level standards and performance metrics. Candidates for the Vice President position should have a Bachelor's degree in a related field or equivalent work experience, with a minimum of 10 years' in contact center responsibilities and at least 5 years' of senior-level management experience in 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 regulatory compliance, and representing the organization in various external engagements. Strong leadership, communication, and problem-solving skills are essential, as is the ability to manage a budget and lead a team to achieve operational excellence.Hiring Manager TitleSEVP - Chief Growth OfficerFunctionsOperations
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