• VP, Contact Center- San Diego/Glendale

    Job Locations US-CA-San Diego | US-CA-Glendale
    Req No.
    2018-1496
    Category
    Retail Operations
    Type
    Regular Full-Time
    Hours Per Week
    40 (Exempt)
    Schedule
    Monday-Friday
  • Overview

    This position will report in either Glendale or San Diego, CA, and will oversee Call Center operations in both locations.

     

    General Summary

    The VP, Contact Center is a pivotal role across CCU and will help formulate and drive the strategy for delivering an outstanding and personalized level of service to its members at every step of the journey. The VP, Contact Center will set the strategic direction and drive the digital transformation of the Contact Center, establishing the contact center channel as a strategic asset for the Credit Union.

     

    Supervisory Scope

    Range of Number of Employees Supervised:  40+

    Responsibilities

    Principal Accountabilities

     

    • Responsible for overseeing day-to-day management of the contact center channel, including its people and processes, and will work collaboratively with Technology to deliver a consistently outstanding client experience. 
    • Proactively partner and engage with the business divisions to build and maintain an effective servicing model for the member base.   
    • Creates and maintains department-level policies and procedures; ensures direct reports’ compliance. 
    • Ensures compliance with all established credit union policies and procedures; and related Federal and State regulations. 
    • Oversees direct reports through coaching, mentoring, guidance and performance management.  Assists staff with handling highly complex issues that are not resolved at the staff level. 
    • Sales Production:  Monitors loan pipeline; assists with exceptions or gaps in funding process; motivates sales team to meet or exceed department goals. 
    • Regulatory Compliance:  Manages department audits and compliance training; identifies risks and makes decisions on exceptions; and, researches and communicates regulatory updates to the team. 
    • Call Management:  Reviews the number of calls waiting, calls abandoned; and, ready time for reps on the phone.  Meets with supervisors to address member complaints and trends.  Provides division head with reports. 
    • Handles special projects and is the liaison between the Contact Center and cross-functional departments relating to projects that generate from or impacts the department.  
    • Serves on assigned committees. 

     Secondary Accountabilities (10%)

    • Performs other duties as assigned.
    • Complies with BSA requirements as commensurate with position. 

    Qualifications

    Position Requirement and Qualifications

     

     

    Abilities:  Excellent abilities in staff management, communication, analysis, judgment, problem-solving, decision-making, initiative, time management, planning, customer service, creativity, organization, and process management.

     

    Knowledge, Education, Certifications, Licenses:  Extensive knowledge with  

    managing a call center in a comparable organization, including customer service, phone system applications, member account transactions, member consumer lending requests and inquiries, and financial products and services.  A degree in Finance, Business or related field preferred. 

     

    Experience:  Minimum seven years of progressively responsible work experience in managing a call center in order to gain the necessary knowledge, skills and experience to handle all aspects of the position or equivalent required.

     

    Working Conditions and Physical Demands:  Work is performed in a general office 

    environment with some outdoor supervision of staff.  This position does not require significant physical efforts but requires some walking and standing (about 33% of the time).  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

    Important Notes

    Equal Opportunity Employer

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