Do you have experience creating and leading a remote delivery channel for a credit union? Check out this new position at MEMBERS1st Community Credit Union!
MEMBERS1st Community Credit Union is seeking a AVP of Remote Sales and Service establish, lead, and provide momentum for a remote delivery branch for the credit union.
The remote branch will be the first point of phone, chat, SMS text, online and video contact for members. The AVP will ensure that members receive prompt, accurate, efficient, and high-quality service over multiple contact channels.
The AVP will be responsible for planning, coordination, and direction of the contact center, including incoming communication and outgoing calling. Together with AVP of Retail Sales and Service, this individual will oversee the development and monitoring of performance and productivity standards. The AVP will monitor call reports and analyze employee efficiency, response time, accuracy, new business, and member satisfaction.
The AVP of Remote Sales and Service will be responsible for hiring and maintaining a well-trained, highly motivated staff. Mentoring and coaching of remote delivery staff and assuring that they are cross trained for maximum department effectiveness will be a key function of this position.
The AVP will work closely with the VP of Growth and Member Experience to help develop goals, budgets, and operational direction for remote delivery operations which is consistent and complementary to those of retail delivery area.
Experience with call center technology is required to assure that the Remote Delivery Team is adequately equipped with up-to-date hardware and software solutions. This individual will also be a key part of ensuring the safety and security of members, data, and staff including adherence to all cybersecurity and internal control procedures.
To qualify for consideration of this position, three years or more experience managing a call center, preferably in a financial institution, is required. The preferred candidate will have strong technology skills and the ability to communicate about technology to employees and members.
If you are interested in leading this important member contact area of MEMBERS1st Community Credit Union, send a cover letter, resume and salary requirements to firstname.lastname@example.org.