Vice President (VP) Contact Center Member Services

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our "people helping people" philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we're proud of our history, we're even more excited about our future. With business and technology transformation on the horizon, there's never been a better time to be part of BECU.

PAY RANGE

BENEFITS

Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Employees have access to disability and AD&D insurance. We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees. Employees are able to enroll in our company's 401k plan and employer-funded retirement plan. Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU'LL MAKE:

As the Vice President of Contact Center Member Services at BECU, you will be at the forefront of driving exceptional experiences for both our members and employees. Your leadership will cultivate a culture of growth and excellence, ensuring every interaction reflects our commitment to member advocacy. By spearheading strategic initiatives, you'll leverage your expertise in contact center management, digital engagement, and process optimization to elevate our performance. Your collaboration across the Credit Union will ensure equitable access to our services, enhancing member satisfaction and loyalty. Your efforts will shape and elevate our commitment to excellence, creating a lasting impact within the organization and the communities we proudly serve.

WHAT YOU'LL DO:

• Strategize for Success: Develop and implement member service strategies to guarantee exceptional experiences across all touchpoints.
• Drive Member Engagement: Collaborate with cross-functional teams to create initiatives that boost member satisfaction and loyalty.
• Integrate Digital Tools: Lead efforts to incorporate digital technologies to streamline member experiences and provide optimal channel options.
• Manage Feedback: Oversee the member feedback and complaint processes for timely resolution and continuous improvement.
• KPIs Monitoring: Establish and track key performance indicators (KPIs) to gauge service performance and member satisfaction.
• Optimize Service Levels: Continuously refine processes to achieve service level targets, ensuring operational efficiency and high member satisfaction.
• Build Relationships: Foster strong relationships with stakeholders, including members and internal teams, to support collaborative success.
• Support Financial Health: Develop programs that guide members on their financial health journey.
• Recognize Excellence: Create and lead programs to celebrate and reward employee achievements, promoting a positive work environment.
• Mentor Teams: Provide ongoing coaching, mentoring, and training to staff, encouraging their growth and development.
• Align Goals: Synchronize organizational objectives with Contact Center performance through mentoring and clear expectations.
• Strategic Planning: Lead the creation and implementation of strategic plans that drive growth, efficiency, and innovation.
• Financial Management: Oversee financial activities, including budgeting, forecasting, and business analysis, to support strategic initiatives.

QUALIFICATIONS:

Minimum Qualifications:

• Typically requires a bachelor's degree in business or a related field, or equivalent work or educational experience.
• 10 years of experience in a people leadership role.
• 8 years of experience in financial institutions or contact center operations.

Desired Qualifications:

• Advanced degree.
• Proficiency in digital tools and technologies (e.g., chatbots, automated messaging systems).
• Effective leadership and negotiation skills.
• Excellent communication, collaboration, and stakeholder management abilities.
• Ability to present information and training effectively to various audiences.
• Strong interpersonal skills for fair and consistent personnel management.
• Experience in change management, project management, and strategic planning.
• Ability to thrive in a fast-paced, dynamic environment and lead teams through transformational change.
• Discretion in decision-making and sound judgment in problem-solving.
• Exceptional conceptual, analytical, and problem-solving skills.
• This is a full-time, exempt position. Occasional evening or weekend hours may be required to meet business objectives or project deadlines.

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.