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Call Center

3 months ago

Huntington Beach, United States Nuvision Federal Credit Union Full time

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