AVP of Member Solutions Center

Role:

Under general guidance of the SVP, of Retail Delivery responsible for the day to day operation of all call center activities and deposit operations to include staffing, scheduling, productivity, service levels, and sales. This position will also be responsible for all inbound and outbound lending within the scope of responsibility for the Member Solutions Center. Updates and develops Member Solutions Center policies and procedures; performs project sponsor and management duties on call center projects. Core duties include the strategic planning for process improvement. Call Center Operations is a vital role in the organization and will lead the development of the call center strategy and operations. Leads through continuous improvement to ensure optimal lead conversion and satisfaction. Creates and manages department key performance indicators / metrics to ensure teams are focused on meeting and exceeding goals. Assessing latest technology, vendors, tools and other trends and make strategic recommendations for implementation. Acts as the voice of the member across the organization. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Inspire Promoters, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other member services and clerical duties as assigned by the AVP of Member Solutions Center.

Essential Functions & Responsibilities:

• Assume responsibility/accountability for the leadership, direction, and management of Contact Center, Deposits, and Inbound and Outbound Lending Operations, within the Member Solutions Center as well as all related Account Services, Fraud & Digital Services.
• Establish and implement short and long-term strategy and goals, objectives, policies, and operating procedures; monitors and evaluates omni-channel effectiveness and implements changes as needed.
• Create a culture of efficiency to drive toward the goal of optimizing staff resources within the Member Solutions Center and Retail Delivery.
• Oversees all inbound and outbound lending operations within the Member Solutions Center working for continuous improvement in member satisfaction along with proven growth improvement in overall loans and Apple products.
• Motivates work force by exemplifying the company vision, mission, values, and culture. Offer leadership and strategic direction to sustain superior member service, high operational efficiency and optimal resource management.
• Ensures Contact Center strategies and activities align with department's mission, vision, values and Apple FCU objectives and communicates with all departments to ensure alignment and communication happen on a consistent basis.
• Reviews and verifies the accuracy of journal entries and accounting classifications assigned to various records.
• Prepares income and balance sheet statements, consolidated statements, and various other accounting statements and reports. Completes accounting functions in accordance with established Credit Union policies and procedures.
• Analyzes financial reports and records, making studies or recommendations relative to the accounting of reserves, assets, and expenditures.
• Completes required records and reports and maintains files. Creates expense reports as assigned.
• Maintains regular contact with other departments to obtain information and/or to correct transactions.
• Keeps management informed of area activities and of any significant problems

Knowledge and Skills:

Experience: Bachelor's Degree or equivalent experience within a Call Center operation.

Education Minimum 5 (five) years , Call Center, or other related financial institution experience.
Demonstrated experience with troubleshooting and understanding operating systems, digital applications, an overall understanding of lending operations.