VP - Member Service Contact Center

TITLE: VICE PRESIDENT, MEMBER SERVICE CONTACT CENTER

STATUS: EXEMPT

DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC)

REPORTS TO: SEVP - CHIEF GROWTH OFFICER

JOB CODE: 7302

PAY SCALE: $178,695.00 - $196,460.00 ANNUALLY

General Description The Vice President of Member Service Contact Center is a key member of the senior management team and is responsible for leading the call center to achieve our Vision, Mission, and strategic goals. This role is critical in maintaining and furthering the exceptional service our members receive through the contact center. The Vice President of Member Service Contact Center will be responsible for using data and technology to develop, implement, and champion strategies to improve service performance through process improvement, workforce optimization, and digital initiatives. The Vice President will work collaboratively with other members of senior management to execute on these strategies to achieve exceptional member service and growth. This role requires active participation in meetings, proactive identification and communication of relevant information, ability to offer feasible solutions and ideas that are competitive and innovative to achieve goals. Success in this role is measured by meeting service level standards, improving call performance, adoption of new technologies to increase efficiency, and achievement of metrics. Purpose Statement Develop and execute strategic plans to deliver exceptional service through the Member Service Contact Center. Oversee the efficient and effective operation of the Contact Center ensuring appropriate metrics (Hold Time, Wait Time, Talk Time, Service Level, Staffing Level, etc.) are analyzed and thoroughly understood to maximize organizational growth and deliver an exceptional member experience. Focused on best practice and technology to drive automation and efficiency in handling routine member service needs while also balancing the human component to provide member with consistent and convenient access to Golden 1 products and services. Tasks, Duties, Functions Proactively research, develop, and implement strategic initiatives to achieve maximum member satisfaction. Conduct short- and long-range Contact Center planning to ensure achievement of Golden 1 strategies and objectives. Remain current on service delivery trends in Contact Centers and recommend proactive strategies for effective contact center volume trend management. Provide and continually evolve meaningful reporting on call center performance to Executive Management. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision and core values. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations. Evaluate operational policies and procedures to ensure effectiveness and efficiency. Propose and implement changes as needed. Provide effective leadership to employees and conduct manager evaluations. Plan, organize, direct and control budgetary activity for areas of responsibility. Monitor and control compliance in accordance with established policies and procedures. Maintain a thorough understanding of state and federal laws and regulations related to contact center deployment and credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Represent the Credit Union in contacts with business and trade associations and members. Attend civic functions and otherwise promote the credit union image. Communicate results of sales referrals, service levels and operational impacts to management as appropriate or requested. Perform ad hoc projects, strategic initiatives, and assignments as directed by the Board or President and CEO. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS Effective oral and written communication skills required to evaluate staff, prepare, and present recommendations, perform analysis, and accomplish other managerial functions as required. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine, and telephone. Organizational Contacts & Relationships INTERNAL: Board of Directors, Management Group, and all levels of staff. EXTERNAL: Peers, financial organizations, governmental agencies, community, and trade organizations. Qualifications EDUCATION: Bachelor's Degree in related field or equivalent work experience. EXPERIENCE: Minimum 10 years of progressive experience in Contact Center responsibilities. Five years of financial institution management experience at a senior level. KNOWLEDGE/SKILLS: Knowledge regarding laws, rules, regulations, procedures impacting contact centers and credit unions, budget, accounting, personal computer, strong oral and written communication skills, and sound knowledge of principles of business administration. Ability to develop analytical metrics to measure performance and provide analysis and reports to management as needed or requested. Physical Requirements Prolonged sitting throughout the workday with occasional mobility required. Corrected vision in the normal range to read documents pertaining to this functional area. Hearing within normal range. A device to enhance hearing will be provided if needed. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc. Travel locally, statewide and throughout the United States. Overnight travel and evening schedules included. Unusually long work hours may be required to accomplish tasks. Licenses/Certifications THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THIS EMPLOYEE. HE OR SHE WILL BE REQUIRED TO FOLLOW OTHER INSTRUCTIONS AND TO PERFORM OTHER DUTIES REQUESTED BY HIS OR HER SUPERVISOR THAT ARE WITHIN HIS / HER KNOWLEDGE, SKILL AND ABILITY AS WELL AS HIS / HER MENTAL AND PHYSICAL ABILITIES.

REV.12/28/2022

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