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Vice President Of Call Center

3 months ago

Bothell, United States Qualstar Credit Union Full time
Job DescriptionJob Description

About Us

At Qualstar Credit Union, our mission to improve our members' financial lives drives everything we do. Headquartered in Bothell, WA, we are a thriving not-for-profit organization serving 70,000 members. Our dedication to improving members' financial lives has earned us a five-star rating from Bauer Financial in 2023. We specialize in providing financial services to hardworking union members across Washington. With a workforce of roughly 130 employees, we are small enough to maintain a well-connected environment where everyone knows each other's names, yet large enough to be dynamic. We have a history of valuing staff at all levels, with staff satisfaction scores that prove it

Position Overview

We are seeking a Call Center VP to lead our largest service delivery channel. Qualstar's Call Center provides educational, caring, and streamlined member experiences. The Vice President of Call Center leads with vision and by example to inspire employees to serve the everyday banking and borrowing needs of members, and maintains operational and strategic ownership over department processes, systems, productivity, and performance. Every call received is an opportunity to deepen member loyalty and improve our members' financial lives through proactive and qualitative financial education.

What You Will Do

  • Capitalize on over 15,000 calls monthly to serve the unique needs of every member while providing education on beneficial products, services, access options, and information.
  • Develop and implement a culture that balances education with accountability to achieve department service and productivity goals.
  • Attract and develop talent throughout the employee lifecycle: hiring, training, coaching, performance management, evaluations, and promotions.
  • Become the operational subject matter expert for the phone system and digital tools (e.g., texting, secure messaging); assess the needs of the organization and members, recommend and implement enhancements to improve efficiency and the member experience.
  • Seek out industry news, norms, systems, and technologies to maintain an informed departmental vision and strategy.
  • Lead department initiatives and organizational projects and campaigns.
  • Resolve escalated member complaints thoroughly and expeditiously.
  • Model leadership behavior, appearance, and actions-exemplifying Qualstar's core values and leadership principles.
  • Work with peer VPs to plan and implement strategies that impact our organizational objectives.

Our Ideal Candidate

We are seeking a passionate leader in the personal banking industry to join our team as the VP of Call Center. The ideal candidate will have a proven track record of delivering results through teams, be self-motivated to continually improve member services, and be comfortable addressing system and service issues when necessary. They will also have experience optimizing processes, ensuring compliance with deposit product regulations, and valuing diversity within the membership and workforce. Strong communication skills and the ability to articulate and share a clear vision are essential. The candidate should have at least three years of second-level management experience, seven or more years of production management experience, strong data skills, and knowledge of consumer and home equity lending. A college degree in a business-related field is preferred, and call center experience is advantageous.


What We Offer

  • Growth and Learning Opportunities: Work closely with an experienced Operational leader in a role with room for personal and professional growth in a service-focused, financially sound organization.
  • Impactful Leadership Role: Directly contribute to our mission through our organization's largest team and member touchpoint. You will be part of a team of leaders that directly tackles our organization's objectives and priorities.
  • Work-Life Balance: We understand the importance of balance and offer paid vacation, sick leave, 11 paid Federal holidays, and flexibility with occasional remote work and flexible hours.
  • Competitive Compensation: Enjoy a competitive salary with an annual management incentive program, complemented by comprehensive benefits including medical/dental/vision plans, generous retirement benefits, loan discounts, and tuition reimbursement.
  • Professional Development: We invest in our leaders with regular development opportunities to foster continuous growth.

Next Steps

Help us do more for our members. Join us in this impactful role, contributing to our mission-driven journey to improve lives and be the most trusted financial partner for our members. Apply now and be part of our dynamic team at Qualstar Credit Union-an Equal Opportunity Employer.



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