VP, Digital Member Solution Center

The Vice President, Member Care Solutions Center, provides strategic and operational leadership for all inbound and outbound member contact functions. The executive is accountable for building a high-performance team that delivers exceptional service, drives sales results, and meets or exceeds service-level agreements (SLAs) in alignment with the credit unions’ mission to deepen member relationships and support financial wellness. They will oversee and coordinate the delivery of services to our members by
collaborating with member solutions managers, representatives, and the loan department to ensure a seamless experience. This role is divided into three categories: Sales/Service/Operations, SLA targets, and will strive to meet or exceed organizational benchmarks. The role is responsible for setting and executing the strategic vision and overall people leadership, and regulatory compliance for the team. The VP, Digital Member Care Solutions Center, will provide thought leadership, which will develop and execute a strategy aligned with the credit union’s mission and achieve organizational, team, and individual performance outcomes.

Responsibilities

Service Operations

• Oversees all aspects of contact center operations, including staffing models, queue management, workforce forecasting, and scheduling.
• Drives a continuous improvement mindset through root-cause analysis of member complaints, escalations, and repeat contacts.
• Ensures all service interactions reinforce the credit union’s brand promise and deepen trust and loyalty among members.
• Develops strong relationships with Lending, Wealth, and Consumer branch network.

Sales

• Provides ongoing sales coaching and develops member care representatives. Creates a culture that prioritizes member financial wellness over transactional volume.
• Collaborates closely with marketing, lending, and finance to set ambitious yet achievable annual sales goals. Monitors goals for the contact center, including loan originations, account openings, product cross-sell, and referral pipeline to branches and business lines.
• Develops and maintains incentive structures and recognition programs that motivate performance while reinforcing member-centric values.
• Spearheads initiatives related to new product development, focusing specifically on enhancing and innovating deposit programs and products to meet market demands and improve member satisfaction.

SLA Management Profitability and Results

• Defines, monitors, and continuously improves service level agreements across all contact channels.
• Develops real-time and historical reporting dashboards that provide timely insight into contact center KPIs.
• Establishes and maintains a performance management framework that ties individual, team, and department metrics to
  strategic objectives.

People Leadership and Performance Discipline

• Leads, coaches, and develops member care team members, building depth, accountability, and execution capability.
• Builds and sustains a performance culture grounded in clarity, accountability, and consistent execution.
• Aligns leadership capability, operating norms, and incentives to support enterprise standards and sustained results.

JOB SPECIFICATIONS

• Executive-level leadership presence with the ability to influence across disciplines and at the board and executive levels.
• Strong strategic orientation with the ability to translate vision into operational execution.
• Deep analytical and insight-driven mindset; comfortable leveraging data to inform decisions and challenge assumptions.
• Proven ability to lead complex, cross-functional organizations through change and growth.
• Exceptional communication skills, both written and verbal, with the ability to inspire and align diverse audiences.
• Highly collaborative leader who builds trust, drives accountability, and fosters shared ownership of outcomes.

Requirements/Skills Needed

• Bachelor’s degree in business administration, Finance, or related field, or equivalent work experience.
• 12–15+ years of experience in contact center management, sales, service, and SLA management
• Proven executive leadership experience, managing high-performing teams and influencing decision-making on wealth management strategy.
• Demonstrated experience leading a contact center, preferably within a credit union, community, or regional bank.

How to Apply

Apply here: https://secure7.saashr.com/ta/6149420.careers?ApplyToJob=604444822&full_apply=&jobid=604444822