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FT Call Center Director in Huntington Beach, CA at Nuvision Credit Union

Date Posted: 11/6/2018

Job Snapshot

Job Description

Pay Range: $96,771.48 - $120,964.35 annually

Reporting to the Chief Member Experience Officer, the Call Center Director plans, controls and directs the activities of outbound sales and service center which encompasses the E-Channel and Automated Teller Center 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 Call Center Director is charged with optimizing the performance of the Call Center, the E-Channel and the Automated Teller Center 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 Call Center (including E-Channel and Automated Teller Center units). A professional demeanor with a sense of urgency.

  • Call Center: Oversee the day to day operations, including the sales and service function of our Call Center to ensure the achievement of credit union goals and objectives through maximizing current and potential member relationships.  Forecast and track call volume and sales to improve efficiency levels and ensure sales and service level agreements are met. Oversees script development to optimize results.
  • E-Channel and Centralized Internal Help Desk: Oversee daily operations including the administration of Home banking, mobile banking, support for all technical calls, and ensure that the services pertaining to the electronic channels are optimized for the member experience.  Establish, implement and maintain protocols for calls and member issues escalated to Centralized Internal Help Desk queue.  Ensure escalated items are addressed within established measures.  Responsible for research, identification of trends and recommendations for potential technological enhancements as well as implementing new services to keep up with technology.  Ensure internal staff’s technical and escalated issues are resolved in a timely manner.

  • Automated Teller Center:  Oversee the day to day operations to ensure the achievement of credit union goals and objectives through maximizing current and potential member relationships.  Responsible for the continuous optimization of the  Automated Center performance as measured by various metrics including member feedback, wait times, employee engagement, employee development, referrals, sessions per teller, costs per session and expense budget among others.

  • Vendor Management (LSI):  Designated liaison to ensure strong working relationship is maintained with LSI to provide a 24-hour member service channel to our members.  Ensures that as an extension of the credit union, the interaction with LSI is transparent and seamless to the member such that the overall member experience and the level of service received is consistent with calls made directly through our Call Center.  Conduct audits to ensure guidelines, process, and procedures are followed.   Ensure effective control of results and achievement of objectives.

  • Interpersonal Relationships:  Develop effective working relationships with internal partners and stakeholders.  Ensure that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.  Adhere to all risk management guidelines and complete all required compliance training within time frame provided.

  • Member Skills: Direct, develop, motivate, coach and discipline staff as required; monitor performance, establish annual performance goals and design development and training plans for each direct report accordingly; administers performance evaluations and recommends appropriate personnel actions. Determines all KPI’s and monitors for goal obtainment. Develops staff through continuous learning and opportunities for growth; counsels and mentors staff to enhance service, sales, and performance results. Creates effective incentive plans to reward and retain talent as well as achieve organizational objectives.

  • Budget: Responsible for and actively involved in developing annual Call Center budget including dollars designated for specialized units within the department (E-Channel and Automated Teller Center).  Continually monitors the financial and operational variances to established budget plan. Manages vendor relationships and monitors invoices related to the Department to stay within budget.

  • Routinely facilitates meetings to provide leadership and gather/provide specific data on results, progress, obstacles and trends with direct reports to include team leaders, shift leaders, and marketing members.  Provides solution-oriented, bottom line-conscious feedback to the organization regarding service failures and member experience concerns.  Partners with other leaders and key stakeholders to identify and implement efficiencies, solutions and best practices to further advance the Call Center, the E-Channel and the Automated Teller Center and align processes and systems with the company's objectives.

  • Supports and participates in continuous process improvement activities for efficient daily operations. Need to make sure all processes are in alignment with strategic objectives of the organization.  Works continuously toward self-development to stay current on member service, quality and leadership procedures and practices.

  • Represents the Credit Union in a positive and professional manner.

  • Other related duties as assigned.

  • Maintains member and other sensitive information with confidentiality.

  • Treats all team members and members with respect.

Job Requirements

  • At least Seven years of sales and service management experience (including experience in consumer lending, new account opening, and call center operations). Financial Institution experience. Experience with system conversions and/or implementations of LOS.

  • Comprehensive knowledge of products and services 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

  • General Knowledge of computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software).

  • Understanding of member centric environments is a plus.

  • Ability to analyze and solve problems relative to member service needs and knows where to direct members to SME’s as needed.

  • Ability to develop and present strategic recommendations that would benefit the organization as a whole 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.

  • Demonstrated ability to identify talent and recruit members with exceptional service skills.

  • Courtesy, tact, and diplomacy are essential elements of leadership.  Work requires strong interpersonal skills both inside and outside of the organization.

  • Excellent written and verbal communication skills. Ability to persuade and convince others in a positive manner.

  • 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.

  • Minimizes credit union exposure to losses and/or errors and ensures safeguarding of assets utilizing risk management procedures.