Job Location : Washington,DC, USA
Wyoming, USA
Job DescriptionPosted Thursday, June 20, 2024 at 7:00 AM
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.
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The final pay offered to a successful candidate will depend on several factors including experience, training, and education.
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