This is a great opportunity for the right candidate to work in a member-centric organization that is committed to cultivating employee career growth, as well as providing exceptional customer service to our membership. In this role you will oversee the operations of the Virtual Branch/Contact Center, work with managers to set and adhere to Service Level Agreements (SLA's). Analyze the Virtual Branch/Contact Center data to continually improve operations and member experience, as well as forecast and plan. The Virtual Branch/Contact Center AVP will interact with the member to build relationships and assist with resolving issues.
Job location: There is potential for this position to be remote after the transition/training period. Periodic commute to the Bainbridge office will be necessary.
Compensation: Annual: $87,178-$130,768
Benefits: Work life balance matters to all of us! We offer PTO starting at 90 days, NYS sick time upon hire. We also know that taking care of the wellbeing of yourself and your family is important. We offer a comprehensive benefits plan including medical, dental and vision + that will help you do just that. We all like to celebrate holidays: Paid federal holidays upon hire.
Planning for the future? We help you start now with our 401k plan including a highly competitive employer contribution. Looking for personal development? Tuition Assistance is available to help you achieve your goals.
Essential Functions & Responsibilities:
Analyze Virtual Branch/Contact Center data and make recommendations to improve operations, member experience, as well as forecast and plan.
Supports the member centric service culture and focus on consistency by ensuring uniformed practices and procedures.
Supports the Cross-Sell focus by establishing annual sales goals and ensures that sales plans are developed and implemented.
Ensure that safety and soundness remains a priority within sfcu.
Responsible for performance accountability and the leadership growth of the Virtual Branch Manager and Contact Center Manager.
Participates in development and execution of the strategic plan.
Help lead sfcu’s digital transformation of making banking easier, anytime, anywhere.
Develop a proactive approach to identifying member needs and executing on those opportunities.
Position requires an innovative thinker to ensure our digital solutions remain relevant as technology evolves. May be required to support departmental projects.
Will work closely with Retail Services to support one another based on member demand.
Participate in special projects and perform other assignments as needed.
Knowledge and Skills:
Experience: Five years to eight years of similar or related experience.
Education: Five years to eight years of similar or related experience, or a Bachelor’s degree in the related field
Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Strong supervisory, PC (technology), compliance, leadership, written and verbal communication skills.
Travel may be required up to 10% of the time or as needed to attend meetings, conferences, trainings, or other work-related events.
Ability and willingness to work remotely, be on-call, and work weekends and evenings.