VP, Member Contact Center

The Vice President, Member Contact Center will bring extensive experience leading a high volume contact center or comparable service organization, including technology-enabled and omnichannel environments, with accountability for service delivery, sales performance, and operational results. This role requires the ability to effectively manage day-to-day operations while also providing strategic leadership to advance the contact center’s capabilities, scalability, and member experience. Strong analytical, communication, and organizational skills are required, including the ability to review and interpret contact center metrics, phone and omnichannel performance reports, quality assurance analytics, and trend data to guide decisions and improve results. Experience leveraging modern contact center technologies including omnichannel platforms (voice, chat, email, SMS, and digital messaging), AI-powered assistants, workforce optimization tools, and automation solutions such as robotic process automation (RPA) is strongly preferred. Experience in banking or credit union operations is strongly preferred, along with working knowledge of applicable policies, procedures, and regulatory requirements. The position requires proficiency with standard business and reporting tools, including MS Word, Excel, and Outlook, as well as familiarity with contact center platforms, reporting dashboards, and performance management technologies, and the ability to manage employee relations matters and oversee escalated member service issues. A bachelor’s degree is required, with a master’s degree preferred, or an equivalent combination of education and experience.

Essential Responsibilities

Leadership and People Management

• Lead, manage, and develop staff within the Member Contact Center supporting voice and digital service channels
• Establish clear performance expectations and hold leaders accountable for results across service, sales, quality, and efficiency metrics
• Coach, develop, and evaluate leadership talent to support operational success and future-state contact center capabilities
• Address employee relations matters in partnership with Human Resources
• Promote a professional, safe, and positive work environment that supports innovation, change management, and continuous improvement
  
  

Service, Sales, and Performance Oversight

• Ensure service level, quality, sales, and performance goals are consistently achieved across all contact channels
• Set and maintain standards for member interactions across voice and digital channels, ensuring a consistent member experience
• Monitor contact quality using quality assurance programs, analytics, and AI-enabled tools
• Maximize sales opportunities through inbound and outbound member interactions supported by data-driven coaching and technology
• Identify, resolve, and escalate member service issues and complaints as appropriate
  
  

Operational Management

• Oversee workforce planning and staffing within an omnichannel operating model
• Ensure effective scheduling and resource utilization using workforce management and forecasting tools
• Operate the department within approved budget parameters
• Prepare annual budget recommendations including technology, automation, and platform investments
• Develop and report key performance metrics related to efficiency, quality, and member satisfaction
  
  

Compliance and Risk Management

• Ensure adherence to policies and regulatory requirements across all contact center technologies and channels
• Minimize operational and financial risk including oversight of automated and AI-enabled process
• Uphold ethical conduct and accountability
  
  

Strategic and Organizational Support

• Drive continuous improvement through automation initiatives, AI adoption, and process optimization
• Partner with leadership including technology, digital, and vendor partners
• Serve as a strategic leader in advancing the contact center as a critical component of the organization’s overall member experience strategy
  
  

Education/Experience

• Bachelor’s degree from an accredited four-year college or university, or equivalent combination of education and experience. Master’s degree preferred.
• Experience leading a high-volume contact center or similar service organization, including hands-on operational management.
• Demonstrated experience leading large teams.
• Experience in sales-driven service environments.
• Banking or credit union experience preferred, with knowledge of banking policies and procedures.
• Strong analytical, communication, and organizational skills, including the ability to analyze phone and agent performance reports to identify trends and improvement opportunities.
• Proficiency with standard business software, including MS Word, Excel, and Outlook.
• Ability to manage employee relations, handle complex service escalations, and support staff in addressing challenging member interactions.
  
  

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their individual combination of experience, knowledge, skills, and education as well as internal equity.

Financial Partners Credit Union is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.