Vice President Communication Center

POSITION PURPOSE

Responsible for creating, directing and measuring Communication Center strategy and delivery. Ensuring a high-performing Communication Center team, able to address service and sales needs and provide member consultation through multi member service channels. Responsible for the formulation, development, implementation and administration of effective staffing, operations, policies and strategic goals. Organizes, plans and leads Communication Center operations, sales, service and delivery efforts to ensure first point of contact resolution, sustained and profitable membership and deposit growth. Oversees the development of policies, procedures, and training to ensure efficient and effective operations. Directs and appraises the activities of subordinate managers and ensures all services are professionally delivered and members are served with excellence.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assists with the planning, development and implementation of effective Communication Center operations.
• Researches and analyzes emerging technology, competitive conditions, member needs, and market trends. Designs strategies to capitalize on Communication Center opportunities and ensures that strategic plans complement market place needs
• Assists Chief Operations Officer with long and short-term department strategic planning.
• Develops and implements Communication Center plans, policies, and goals to achieve strategic objectives.
• Executes established goals and ensures that corporate-wide plans are complemented and supported by department performance.

• Assumes responsibility for ensuring effective and efficient operations.
• Maintains a current knowledge of industry trends, opportunities, platforms, products, and competitors to support Communication Center opportunities.
• Ensures Communication Center services are delivered in accordance with established 4Front Credit Union standards, policies, and procedures.
• Ensures the quality and integrity of Communication Center programs and services are maintained.
• Conducts periodic reviews of existing systems, products, and procedures. Provides recommendations regarding improvements in service delivery, processes, and equipment needs which will further the department’s objectives.
• Ensures that applicable laws and regulations are strictly adhered to.
• Evaluates the Communication Center department’s effectiveness through analyses of department activity, on-site inspections, and other measurable criteria.

• Effectively analyzes and manages Communication Center strategies, ensuring optimal performance.
• Oversees the quality control of member transactions, referrals and communications. Reviews Communication Center transactions, referrals, quality scores and department reporting.
• Ensures Communication Center operations that are competitive, cost-effective and member-centric.
• Maintains the integrity of reporting and scoring systems. Interfaces with QA, Retail, Payments, IT and Risk to coordinate activities including the verification of accurate member data, systems, reports and communications to enhance the overall member experience.
• Ensures technology and resources are cost effective and result in optimal member experience.
• Directs quality control processes for product testing, ATM/ITMs, technology, and other systems as appropriate.
• Assists departments in developing quality control standards and processes and ensures quality control activities are effective and in accordance with established standards.

• Assumes responsibility for ensuring the effective administration of Communication Center
• Assists with the development and implementation of operational policies and procedures.
• Manages and oversees expenses. Assists with department budgeting and forecasting.
• Ensures the security of member information, systems and the recording of all required documents and reports. Manages and implements special projects as required.
• Ensures Communication Center functions, training and communications are well coordinated with organizational functions and related departments. Provides assistance as required.
• Keeps Chief Operations Officer informed of Communication Center activities, progress toward established objectives, and of any significant problems or changes.
• Attends and participates in meetings and committees as required. Completes required reports and documents.

• Effectively supervises personnel to ensure optimal staffing levels, engagement, retention and performance
• Provides leadership to Communication Center personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required. Directs, schedules, and coordinates department functions.
• Ensures personnel are well trained, effective, and optimally used. Instructs personnel regularly regarding policy, procedure, and program changes.
• Conducts performance appraisals as required. Formulates and implements corrective actions as needed. Recommends changes in the status of Operations staff, including promotions, transfers, and salary adjustments.
• Ensures staffing levels are appropriate and human resources are effectively utilized. Assists with interviews, hiring and terminating personnel as needed.
• Reviews and ensures the maintenance and accuracy of position descriptions and salary structures.
• Assists and supports Operations personnel as needed.

• Assumes responsibility for ensuring professional business relationships are established and maintained with customers, vendors, the business community, and trade organizations.
• Ensures 4Front’s professional reputation is maintained throughout the organization and the community.
• Ensures internal and external member requests, needs, and questions are promptly resolved.
• Promotes and participates in community outreach projects.

• Assumes responsibility for related duties as required or assigned.
• Ensures work area is clean, secure, and well maintained.
• Stays informed of trends and changes in Operations, the CU industry and financial, economic and social sectors
• Completes special projects as assigned.

PERFORMANCE MEASUREMENTS

• Operations functions are efficient, effective, and delivered in accordance with 4Front’s policies, procedures, and with applicable laws.
• Operations policies and procedures are regularly reviewed and revised as needed. Operations policies effectively complement and support 4Front strategies and goals.
• Operations functions are well coordinated and collaborative with branches, COMMUNICATION CENTER, lending, and peer departments. Good communication exists and assistance is provided as needed.
• Operations activities are regularly and effectively reviewed. Quality control procedures are appropriate and productive, and corrective actions and suggestions are implemented as needed.
• Property management and maintenance are well planned and implemented.
• Operations personnel are effective, efficient, and optimally utilized. Good communication exists and collaborative DEI initiatives and support is provided as needed.
• Executive Management is appropriately informed of Operations activities and of any significant problems. Suggestions for improved efficiency or effectiveness are provided. Required reports and records are accurate and timely.
• 4Front’s professional reputation and financial service excellence are maintained.
• Good working relationships, DEI and collaborative initiatives exist with CU personnel.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

• Bachelor’s Degree preferred

REQUIRED KNOWLEDGE:

• Knowledge of transaction processing, technology, records, security, and quality control procedures and programs.
• Understanding of related legal and regulatory requirements.
• Knowledge of credit union rates, products and services.

EXPERIENCE REQUIRED:

• Ideal candidate will have five to ten years demonstrated management experience, preferably multi-unit experience.

SKILLS/ABILITIES:

• Excellent communication, compliance, interpersonal, and leadership skills.
• Strong project management skills.
• Ability to motivate or influence, obtain cooperation and facilitate conflict resolution.
• Well organized and able to consistently meet deadlines

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:

• Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING:

• Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTION:

• Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES:

• Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH:

• Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE:

• No hazardous or significantly unpleasant conditions (such as in a typical office). Travel may be required across the regions supervised.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY:

• Ability to apply logical or scientific thinking to a wide range of intellectual and practical problems.
• Able to deal with very difficult concepts and complex variables.

MATHEMATICS ABILITY:

• Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage.
• Able to perform very simple algebra.

LANGUAGE ABILITY:

• Able to read scientific and technical journals, abstracts, financial reports, and legal documents.
• Ability to prepare articles, abstracts, editorials, journals, manuals, and critiques.
• Ability to prepare and make comprehensive presentations, participate in formal debate, communicate extemporaneously, and communicate professionally before an audience.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.