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:
- 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.
- Supports and participates in continuous improvement activities.
- Represents the Credit Union in a positive and professional manner.
- Maintains member, team members and other sensitive information with confidentiality.
- Treats co-workers and members with respect.
- Supports, participates, and volunteers in credit union member community activities, member relations and events that promotes member centric experiences.
- Other related duties as assigned.
Qualifications:
- 8 years of sales and service management experience (including experience in call center strategy and call center operations, new account opening, and digital experiences with at least 6 of the years in a Contact Center Environment.
- Understanding of the competition in the digital space, including fintech’s, banks, and credit unions.
- Experience in a Member Centric Organization Knowledge Leverage CRM tracking Data analytics for strategic decision making, employee development, and member experience
- Comprehensive knowledge of products, services, and digital capabilities, as well as a thorough understanding of the Credit Union’s member service environment and objectives
- Thorough knowledge of applicable laws, regulations, compliance practices and Credit Union procedures. i.e. NCUA
- Strong management and interpersonal skills with all levels of staff, organizational skills.
- Ability to problem solve.
- Presentation skills and self-starter.
- Ability to drive marketing and sales initiatives.
- Ability to develop and present strategic recommendations that would benefit the organization for the big picture and vision.
- Must be able to plan, coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.
- Ability to construct, analyze and provide reports with metrics either through Excel or Prism to key management, and stakeholders.
- Uses dashboards, scorecards, and best practices for reporting.
- Excellent written and verbal communication skills.
- Ability to persuade and convince others in a positive manner.
- Key Competencies Business Acumen, Process Management, Negotiating, Conflict Management, Developing Direct Reports, Motivating Others, and Sizing Up People
Education:
- Knowledge at a level normally acquired through completion of a bachelor’s degree in, Business Administration, or related field, to acquire the technical background necessary to perform assigned duties and a professional certification or graduate degree.
- Preferred: Bachelor’s Degree or 6 or more years related experience and/or training or combination of education/experience. Experience working at a financial institution. Experience working for an organization with a regional model including some matrix reporting structure.
Pay scale by applicable geographic location:
Alaska: $125,751.2840 - $188,626.9260
Arizona: $110,492.76 - $165,739.1400
Florida: $105,231.20 - $157,846.80
Nevada: $113,123.54 - $169,685.31
Southern California: $121,015.88 - $181,523.82
Texas: $106,283.51 - $159,425.26
Washington: $128,908.22 - $193,362.33
Wyoming: $106,809.66 - $160,214.50
The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, job related training/education, etc.
Benefits:
- Medical
- Dental
- Vision
- Life Insurance
- Flexible Spending Account
- 401(k) Matching
- Paid Time Off
- Training Provided
- Tuition Reimbursement