🚀 Vice President, Member Services (Contact Center)

Vice President, Member Services (Contact Center)

The VP, Member Services leads the strategic direction of the Member Experience staff, identifies, prioritizes, and implements improvements that provide members an extraordinary experience. The role significantly contributes to determining strategies to meet member service needs at the interaction channels focused on resolving member communication needs. The VP simplifies processes and solves member problems to help them thrive financially. The position evaluates and recommends current technology, processes, and workflows to ensure the Credit Union remains a best‑in‑class financial institution and is responsible for the recruitment, onboarding, and training of the Member Experience staff and talent.

Normal Day‑to‑Day Work

• Manage all member communication touchpoints, including the strategic formation of member touchpoints, and ensure that service levels are met.
• Establish and monitor quantitative and qualitative service level metrics to achieve excellent service for internal and external members as well as departmental goals in support of the Credit Union’s strategic plan.
• Collaborate across the organization to champion a member‑first culture by ensuring policies, procedures, and practices support outstanding service. Continuously assess the member journey to identify pain points, opportunities, and innovations to enhance the overall member experience.
• Keep abreast of new rules and regulations that may impact delivery of financial products and services and ensure compliance. Stay up‑to‑date on emerging security concerns by leading effective account opening strategies and fraud prevention methods. Utilize tact and experience‑based knowledge to resolve member issues/concerns by explaining policies and products.
• Serve as the liaison to third‑party vendors assisting in the delivery of relevant financial products and services. Maintain a positive working relationship with external vendors to resolve problems and remain current on new product development. Negotiate and maintain applicable contracts.
• Ensure compliance with audit and security standards, policies and procedures, and loss prevention measures. Maintain and monitor member experience files with appropriate documentation in a secure manner in compliance with established guidelines, policies, and regulations. Ensure confidentiality of member information and that all disclosures are made to members as applicable.
• Partner with Technology leaders to develop and implement plans for the operational infrastructure of systems, processes, and personnel to drive advances for operational excellence and improve the member experience. Leverage people, process, and technology to develop innovative strategies, driving employee effectiveness and enhancing the member experience.
• Align strategic goals to operating plans; drive execution and track progress to achieving plans. Develop strategies to eliminate issues that lead to member dissatisfaction and unnecessary inbound calls.
• Oversee daily activity of the Member Experience Center, assigning duties and special projects, monitoring workload and productivity, planning and prioritization.
• Hire, coach, and lead a team of member service managers and frontline staff to consistently exceed member expectations.
• Display integrity, self‑awareness, courage, and respect for staff while ensuring learning agility and flexibility, communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team‑oriented environment both internally and externally.
• Take ownership for actions, decisions, and results; openly accept feedback and demonstrate willingness and ability to improve.

Job Qualifications

• Minimum 10–12 years related experience in financial services and 4–6 years of management experience.
• Demonstrated success leading a team with a proven track record of delivering results.
• In‑depth knowledge and a thorough understanding of how technology can be used to improve the member experience.
• Proven leadership skills to provide an aspirational vision and teamwork to drive performance to be the best in industry.
• Must be able to work within core operating hours (8:00 am–6:00 pm), as well as the occasional weekend and holiday.
• Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
• Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
• Travel required on occasion.

Additional Qualifications

• Bachelor’s degree.
• Ability to innovate and find creative solutions to meeting business goals.
• Demonstrated ability to drive cross‑functional initiatives.
• Skilled communicator who influences and negotiates effectively.

Our Culture

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self‑awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

Human Resources
3600 Wake Forest Rd, Raleigh, NC 27609