Assistant Vice President, Contact Center

Position:Assistant Vice President, Contact Center

Location: Omaha, Nebraska (114th & Dodge St)'

General Summary:

The primary purpose of this position is to assist Centris Federal Credit Union in our mission to be a trusted life-long financial partner. This role is dedicated to fostering the development and growth of Centris through visionary leadership and the effective management of the Contact Center department.

Essential Responsibilities

Strategic Leadership: Provide leadership to the organization and staff by promoting and modeling the Centris Vision, Mission, Core Values, Service Promises and Team Principles.

• Develop and implement the Contact Center's strategic vision, goals, and performance metrics aligned with the overall business objectives.
• Develop a high-performing team by fostering a culture of accountability, continuous improvement, and excellent member service.
• Define the business unit’s operating plan and future focused strategic plans.
• Determine, assess, and execute strategies that support efficient operations of the Call Center and align with business objectives.
• Manage staff, resources, vendor relationships, procedures, and task completion to ensure effective execution of plans.
• Uphold and model exceptional phone etiquette to provide an outstanding experience during all interactions with members, ensuring professionalism, empathy, and active listening.
• Implement efficient processes and technology solutions to optimize member interactions and reduce operational costs.
• Develop and implement training programs to continuously improve the skills and knowledge of call center representatives, ensuring they stay updated with the latest industry standards and guidelines.
• Oversee the development and implementation of department processes, policies, and procedures.
• Develop and manage department goals, operating plan, and annual budget.

• Corporate Governance and Risk Management: Provide direction, policies, and procedures to govern corporate practices and manage the risks of doing business.
  • Monitor emerging risks, recommend, and implement strategies to mitigate risks relative to market and economic shifts, regulatory changes, operational execution, etc.
  • Ensure that all Contact Center activities follow industry regulations, including data security, consumer protection, and privacy laws.
• Service and Member Experience: Provide unparalleled service to both internal and external members in accordance with the Centris Service promises.
  • Create and/or develop long lasting, collaborative relationships with internal and external members, vendors, community leaders or partners and other business contacts.
  • Provide call center and regulatory expertise to the organization and other functional areas to ensure well informed decisions, effective workflow, and transaction completion.
  • Continuously assess and improve member service practices, offering innovative solutions to enhance the overall member experience.
  • Monitor member feedback, track key performance indicators, analyze data, and act on insights to drive improvements and optimize efficiencies.

Job Requirements:

• Bachelor's degree in finance, Business, Management or related field
• At least three (3) years call center management experience.
• At least five (5) years progressive call center experience, with at least two years in a financial institution.  
• Must posses strong communication skills and have the ability to effectively present information and concepts to others.