VP, Contact Centers

This position is responsible for leading the strategic planning, team development, and operations management of the Credit Union’s contact centers, with a focus on delivering exceptional member experiences. The Vice President (VP) of Contact Centers will drive performance and results by leading a high-performing team of member experience professionals across phone, chat, and email channels. This role demands a results-oriented leader who can implement strategies that not only enhance member satisfaction but also deliver superior internal service to fellow employees. The VP is responsible for ensuring all staff are trained, supported, and organized for maximum efficiency, while adhering to Credit Union policies, procedures, and compliance standards.

Essential Responsibilities:

· Oversee Contact Center Operations - Provide day-to-day oversight and leadership for the Credit Union’s inbound phone channel to ensure superior and consistent service experiences are delivered to Members.

· Drive Membership Growth- Ensure that new Membership targets are met or exceeded through the online channel, focusing on a

seamless and effective online Membership experience.

· Increase Product and Service Volume- Lead efforts to increase volume in consumer loans, deposit products, and additional services, enhancing the

Member relationship.

· Develop and Implement Sales Initiatives- Prepare and execute action plans to achieve Contact Center sales goals while maintaining high-quality

member service.

· Supervise and Develop Contact Center Staff- Effectively supervise employees, ensuring optimal performance, managing low performers, and rewarding top performers, while completing performance reviews and development plans on time.

• Ensure Security and Compliance- Oversee the Contact Center’s security program, ensuring staff are trained and that security measures are

up to date. Maintain adherence to all regulatory and policy requirements.

• Manage Process Improvements- Maintain expertise in operations and business process improvement, balancing strategic thinking with

operational execution to enhance Contact Center performance.

• Lead Change Management Efforts- Manage change processes by anticipating future needs, developing change strategies, and leading

confidently during challenging times.

· Maintain Department Records and Audits- Coordinate internal audits, develop action items, and ensure the accurate maintenance of department

records in compliance with regulatory requirements.

· Provides Leadership to employees Through Effective Objective Setting, Coaching, Delegation, and Communication. Ensures that employees are well-trained, effective, and optimally used. Primary driver of building and developing Playbooks for employees growth, success, and career pathing. Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models. Will have the responsibility of coaching and developing a Member Experience Manager I as a direct report

Certifications or Licenses Required:

Notary, Medallion, NMLS – required

CUNA Certified Financial Counselor

Supervisory Scope:

· Provides leadership to employee through effective objective setting, coaching, delegation, and communication. • Ensures that employee is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.

• Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.

• Leadership - Demonstrates leadership through skillful and effective written and oral communication. Undertakes continuous self-development of both functional and leadership skills. Specifically they have the following characteristics: · foster a share equity of power

· is self-regulating

· has strong impulse control

· is emotionally mature

· is courageous

· promotes understanding through summarization of key concepts

· gets better outcomes the 1st time

· understands the subtle impact they have on others

· inspires commitment, not compliance

The information contained in this job description has been designed to indicate the general nature and level of work performed by employee members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee members assigned to this job.