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Vice President Contact Center

Financial Staffing Resources, Ltd.

Vice President Contact Center

Allen, TX
Full Time
Paid
  • Responsibilities

    Job Description

    Company Description FSR is a leading provider of premier talent for credit unions (Direct -Hire) specifically recruiting for the credit union industry. Our experienced placement professionals have an unparalleled understanding of our client’s business culture and candidate expectations. We expertly match our candidates talent to our clients need for any all staff levels within the credit union organization, from teller to CEO we can make it happen for you.

    Job Description CREDIT UNION IS SEEKING A TALENTED EXECUTIVE TO FILL THE ROLE OF VICE PRESIDENT MEMBER SERVICES - CONTACT CENTER. This individual will be responsible for overseeing and directing the Member Services Contact Center activities and Telecommunications programs, and working with other departments and store operations to ensure effective and efficient work processes, maximize results and achieve the established service level goals of the department.

    The Vice President is also responsible for department Quality standards and advancing the professional development of the team by overseeing performance standards, mentoring, coaching, and training of all assigned employees to deliver an unexpected experience. Constantly improving and developing member service efforts, techniques, and efficiency, the Vice President is the driving force for service level in the Member Services Contact Center and the primary operational contact for the Interactive Intelligence/Adapt Phone System.

    POSITION DIRECTLY SUPERVISES: Member Services Management, Call Quality Analyst, Senior Member Service Specialist's, Member Service Specialist's

    The ideal candidate must be a high-energy, creative, dynamic and goal-oriented motivator to ensure organizational goals and objectives are not just achieved, but eXceeded.

    Formulates, develops, and implements strategies for sustainable business growth, to include Telecommunications Management (Interactive Intelligence/Adapt Phone System) and emerging opportunities (Data Transfer/Lead Generations) across Member Operations (Call Center Operations).

    • Oversee and coordinate the daily activities of the Member Services supervisory team in a high-volume, inbound call center. The primary responsibility of this Team is to assist members, build relationships and search for opportunities to Teach members about CU products and services while providing an unexpected experience.
    • Responsible for the delivery of exceptional member service to every member, both internal and external, at every interaction, and ensuring staff understand and exemplify our Core Values: We are interested, not interesting; We are empowered; We have fun.
    • Oversee the delivery of outstanding service to both internal and external members that exemplifies our Employee Creed: Care, Understand, Teach, eXceed
    • Lead the member service culture in the Contact Center; ensure members receive the highest quality service and unexpected experiences while eXceeding referral goals.
    • Continuously motivate the Member Services team and inspire them to remain focused on eXceeding department and Credit Union goals.
    • Oversee the ongoing training and development, coaching and mentoring, performance and quality monitoring activities of the Contact Center.
    • Oversee the development of employees to their highest potential by identifying areas for improvement and recommending appropriate coaching, training or correcting/improving the employees’ performance.
    • Hold employees accountable for their performance, attitude, and behavior and recognize employees who perform at a high level.
    • Constantly monitor staffing levels and call volume trends. Make staffing recommendations to ensure service level goals are attained and maintained. Recommend changes to departmental structure as necessary to promote the highest level of operational efficiency and member service.
    • Responsible for preparation and oversight of the Credit Union Member Services plans, forecasts, and yearly budgets.
    • Ensure the resolution of the most complex member situations, complaints, or inquiries.
    • Oversee the Contact Center Quality Program. Coordinate with Member Services Management Team to ensure QA coaching is consistent, relevant, reflects the Credit Union brand, and that operational issues and deficiencies discovered during QA analysis are addressed and overcome.
    • Demonstrate enthusiastic support of Credit Union vision, core values, and creed. Perform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
    • Analyze the Member Services process to verify efficiency and coordinate member service standards with other departments of Credit Union. Work closely with Branch Leadership, Management, and other departments to determine best practices in regard to member service and operations credit union wide.
    • Coordinate with other departments such as E-Services, Marketing, Programming, Compliance, etc. to ensure Member Services Team is fully trained, product testing is complete, and product knowledge is mastered before new products or services are launched and marketed to members.
    • Collaborate with other departments such as Programming, E-Services, Compliance, Marketing, etc. to develop programs, training, and initiatives to improve products, services, and communication offered to members and staff.
    • Coordinates work processes and procedures with Member Services Management to ensure department operates consistently and efficiently.
    • Implement operational efficiencies, cost saving measures, policy and procedure changes, service and product enhancements.
    • Oversee department to ensure consistency across all processes and procedures. Ensure compliance of all rules and regulations to prevent penalty, loss for non-compliance or potential legal action against the Credit Union. Responds to audits of the department.
    • Oversee and manage the Interactive Intelligence Phone System in the Contact Center. Evaluate and recommend potential system enhancements and investments that will enable the Contact Center to improve the Credit Union member experience.
    • Assist with the design of and oversee call flows for the Contact Center and all departments in the CU with a phone queue system.
    • Work closely with IS to identify and resolve issues that arise with the phone system.
    • Responsible for call and service level reporting for the contact center.
    • Serves as main liaison between Marketing, IS, and 3rd-party media company for voice prompts and marketing/on-hold messaging.
    • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Qualifications EDUCATION: Bachelor's degree from four-year college

    EXPERIENCE:

    • At least three years related experience in a credit union or other financial institution
    • The ideal candidate must be a high-energy, creative, dynamic and goal-oriented motivator to ensure organizational goals and objectives are not just achieved but exceeded.

    Additional Information COMPENSATION:

    $135K ANNUALLY PLUS 15% ANNUAL BONUS POTENTIAL

    • Medical/Dental/Vision
    • Salary Continuation – up to 90 days for coverage (employer paid and accrued time-off)
    • Long-term Disability – 90 days or greater for coverage (vendor paid)
    • Educational Assistance Program – eligible after one year of employment
    • Paid vacation
    • Sick leave (accrue one day per month up to a maximum on 90 days)
    • 10 Holidays off each year