VP, Contact Centers

Job ID 10101889 Location Lake Buena Vista, Florida, United States Business Partners Federal Credit Union Date posted Dec. 06, 2024

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Job Summary:

This position is responsible for leading the strategic planning, team development, and operations management of the Credit Union’s contact centers, with a focus on delivering exceptional member experiences. The Vice President (VP) of Contact Centers will drive performance and results by leading a high-performing team of member experience professionals across phone, chat, and email channels. This role demands a results-oriented leader who can implement strategies that not only enhance member satisfaction but also deliver superior internal service to fellow employees. The VP is responsible for ensuring all staff are trained, supported, and organized for maximum efficiency, while adhering to Credit Union policies, procedures, and compliance standards.

Essential Responsibilities:

· Oversee Contact Center Operations - Provide day-to-day oversight and leadership for the Credit Union’s inbound phone channel to ensure superior and consistent service experiences are delivered to Members.

· Drive Membership Growth- Ensure that new Membership targets are met or exceeded through the online channel, focusing on a

seamless and effective online Membership experience.

· Increase Product and Service Volume- Lead efforts to increase volume in consumer loans, deposit products, and additional services, enhancing the

Member relationship.

· Develop and Implement Sales Initiatives- Prepare and execute action plans to achieve Contact Center sales goals while maintaining high-quality

member service.

· Supervise and Develop Contact Center Staff- Effectively supervise employees, ensuring optimal performance, managing low performers, and rewarding top performers, while completing performance reviews and development plans on time.

• Ensure Security and Compliance- Oversee the Contact Center’s security program, ensuring staff are trained and that security measures are

up to date. Maintain adherence to all regulatory and policy requirements.

• Manage Process Improvements- Maintain expertise in operations and business process improvement, balancing strategic thinking with

operational execution to enhance Contact Center performance.

• Lead Change Management Efforts- Manage change processes by anticipating future needs, developing change strategies, and leading

confidently during challenging times.

· Maintain Department Records and Audits- Coordinate internal audits, develop action items, and ensure the accurate maintenance of department

records in compliance with regulatory requirements.

· Provides Leadership to employees Through Effective Objective Setting, Coaching, Delegation, and Communication. Ensures that employees are well-trained, effective, and optimally used. Primary driver of building and developing Playbooks for employees growth, success, and career pathing. Partner effectively with the Performance and Development Coaches for the purpose of driving key behaviors in support of retail strategies by utilizing resources such as Spot-Ons, self evals, success mapping and the use of our GAIN and ARCH Models. Will have the responsibility of coaching and developing a Member Experience Manager I as a direct report

Certifications or Licenses Required:

Notary, Medallion, NMLS – required

CUNA Certified Financial Counselor

Supervisory Scope:

· Provides leadership to employee through effective objective setting, coaching, delegation, and communication. • Ensures that employee is well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.

• Tracks individual employee progress and assists with performance reviews and appraisals as required. Provides support and suggestions for employee improvement.

• Leadership - Demonstrates leadership through skillful and effective written and oral communication. Undertakes continuous self-development of both functional and leadership skills. Specifically they have the following characteristics: · foster a share equity of power

· is self-regulating

· has strong impulse control

· is emotionally mature

· is courageous

· promotes understanding through summarization of key concepts

· gets better outcomes the 1st time

· understands the subtle impact they have on others

· inspires commitment, not compliance

The information contained in this job description has been designed to indicate the general nature and level of work performed by employee members within this role. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employee members assigned to this job.

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About Partners Federal Credit Union:

For more than 50 years, Partners Federal Credit Union has delivered The Partners Difference to our more than 175,000 members, with the highest levels of service, value, access and convenience. Plus, a full array of financial products you’ll find at the biggest banks, including savings, checking, loans, wealth management and the latest in innovative account access. And always with an exclusive connection to The Walt Disney Company that ensures a level of quality unsurpassed in banking. Named one of the 2019 “Best Credit Unions to Work For” by Credit Union Journal, Partners is truly Cast Members serving Cast Members, creating a genuine bond and commitment to service that no other financial institution can match. Join and discover that at Partners, we honor membership for life — because members can confidently rely on us at every stage of it. And because of our connection to The Walt Disney Company, every person who works for Partners is also a Disney Cast Member/employee.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Partners Federal Credit Union.

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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Explore this Location Lake Buena Vista, FL

Lake Buena Vista is home to the Disney Springs retail, dining and entertainment complex, Disney’s Typhoon Lagoon Water Park, Disney’s Lake Buena Vista Golf Course and several resort hotels are located with the City limits.