Vice President, Member Services (Contact Center)

Description

The VP, Member Services leads the strategic direction of the Member Experience staff as well identifies, prioritizes and implements improvements that provide members an extraordinary experience. Responsible for significant contributions to determining the strategies to be utilized to meet member service needs at the interaction channels that focus on resolving member’s communication needs. Simplify processes and solve member’s problems to help them thrive financially. Evaluate and recommend current technology, processes and workflows to ensure the Credit Union continues to be a best-in-class financial institution. Responsible for the recruitment, onboarding and training of the Member Experience staff and talent.

NORMAL DAY-TO-DAY WORK

• Manage all member communication touchpoints, including the strategic formation of member touchpoints, including phone calls and electronic communication channels to ensure that service levels are met.
• Establish and monitor quantitative and qualitative service level metrics to achieve excellent service for internal and external members as well as departmental goals in support of the Credit Union’s strategic plan.
• Collaborate with peers across the organization to champion a member-first culture by ensuring that all policies, procedures, and practices support outstanding service. Continuously assess the member journey to identify pain points, opportunities, and innovations to enhance the overall member experience.
• Keep abreast of new rules and regulations that may impact delivery of financial products and services and ensure compliance. Also stay up to date on emerging security concerns by leading effective account opening strategies and fraud prevention methods. Utilize tact and experience-based knowledge to resolve member issues / concerns by explaining policies and products.
• Serve as the liaison to third party vendors that assist in the delivery of relevant financial products and services. Maintain a positive working relationship with outside vendors to resolve problems and remain current on new product development. Negotiate and maintain applicable contracts.
• Ensure compliance with audit and security standards, policies and procedures and loss prevention measures. Maintain and monitor member experience files with appropriate documentation in a secure manner in compliance with established guidelines policies and regulations. Ensure confidentiality of member information and that all disclosures are made to members as applicable.
• Partner with Technology and leaders to develop and implement plans for the operational infrastructure of systems, processes and personnel to drive advances for operational excellence and improve the member experience. Leverage people, process and technology to develop innovative strategies, which drive employee effectiveness and enhance the member experience.
• Align strategic goals to operating plans; drives execution and tracks progress to achieving plans. Develop strategies to eliminate issues that lead to member dissatisfaction and unnecessary inbound calls.
• Oversee the daily activity of the Member Experience Center, including assignment of duties and special projects, monitoring workload and productivity, planning and prioritization.
• Hire, coach, and lead a team of member service managers and frontline staff to consistently exceed member expectations.
• Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
• Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

Here are a few qualifications we’d LIKE for you to have.

OUR CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR at :

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@civicfcu.org

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