Job Description

Call Center - VP Contact Center - Remote

Wyoming, USA

Job Description

Posted Thursday, June 20, 2024 at 7:00 AM

We embrace passionate Team Members who consistently display our values: United, Informative, Approachable, Caring and Transparent. We are united in our collective effort to achieve member goals and proactively provide solutions tailored to individual Member needs. We are committed to ensuring that each Member receives a positive service experience and trusted financial advice. Join the Nuvision Team today! Let us be part of your career journey!

In conjunction with the SVP, Channel Experience, this role oversees the entire multi-state Member Contact Center, which includes remote and on-site employees. The leader develops and executes plans, controls, and directs the activities of the Member Contact Center (MCC) which includes the Call Center and E-Delivery specialized units. This role oversees, manages, and develops these teams to ensure delivery of quality service supportive of our organizational strategic vision, attainment of goals as well as the adherence to credit union policies and procedures. The VP, Member Contact Center is charged with optimizing the performance of the Call Center and E-Delivery units by leveraging technology and using data along with fostering and upholding a Member Centric environment, focusing on business development, and enhancing the member experience. In addition, this role has budgetary responsibility for the Member Contact Center (i.e., Call Center and E-Delivery).

This role directs the Member Contact Center team, understands the competitive landscape of Nuvision’s markets and uses findings and insights to help define product and service enhancements, including digital investments to improve member experience through inbound calls and e-delivery based on data derived from our membership. Additionally, this role drives culture and change processes that build and evolve the business segments within the Nuvision marketplace. Accountable for the development of the strategy, sales referrals, and service of the contact center segment. Leads with an expectation of teamwork & collaboration with internal business partners across the organization.

Responsibilities:

• Oversee the entire multi-state Member Contact Center, which includes remote and on-site employees.
• Develop and execute plans, control, and direct the activities of the Member Contact Center (MCC).
• Manage and develop teams to ensure delivery of quality service supportive of organizational strategic vision and adherence to credit union policies and procedures.
• Optimize the performance of the Call Center and E-Delivery units by leveraging technology and data.
• Direct the Member Contact Center team and understand the competitive landscape of Nuvision’s markets.
• Drive culture and change processes that build and evolve the business segments within the Nuvision marketplace.
• Accountable for the development of the strategy, sales referrals, and service of the contact center segment.
• Support continuous improvement activities.
• Represent the Credit Union in a positive and professional manner.
• Maintain confidentiality of sensitive information.
• Treat co-workers and members with respect.
• Support and participate in credit union member community activities.
• Perform other related duties as assigned.

Qualifications:

• 8 years of sales and service management experience, including call center strategy and operations.
• Understanding of competition in the digital space, including fintechs, banks, and credit unions.
• Experience in a Member Centric Organization.
• Comprehensive knowledge of products, services, and digital capabilities.
• Thorough knowledge of applicable laws, regulations, compliance practices, and Credit Union procedures.
• Strong management and interpersonal skills.
• Problem-solving abilities.
• Excellent presentation skills.
• Ability to drive marketing and sales initiatives.
• Ability to develop and present strategic recommendations.
• Ability to manage multiple priorities and projects simultaneously.
• Ability to analyze and provide reports with metrics.
• Excellent written and verbal communication skills.
• Ability to persuade and convince others positively.
• Key Competencies: Business Acumen, Process Management, Negotiating, Conflict Management, Developing Direct Reports, Motivating Others.

Education:

• Bachelor’s degree in Business Administration or related field, or equivalent experience.
• Preferred: Bachelor’s Degree or 6 or more years related experience and/or training.

Pay scale by applicable geographic location:

• Arizona: $110,492.76 - $165,739.14
• Florida: $105,231.20 - $157,846.80
• Southern California: $121,015.88 - $181,523.82
• Texas: $106,283.51 - $159,425.26
• Washington: $128,908.22 - $193,362.33

The final pay offered to a successful candidate will depend on several factors including experience, training, and education.

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