Director, Member Center

Department:
Member Help Center → MHC - Beavercreek

Job Location:

3560 Pentagon Blvd, Beavercreek, Ohio

Position Type:
Full-Time/Regular

Work Type:
Variable

NMLS

Required:

No

Pay Classification:
Exempt (Salary)

Grade and Compensation Band: PG 21: $ – $ (Annually)

Target Compensation: $120,000 - $155,000

The Member Help Center (MHC) Director develops and oversees WPCU’s member‑facing contact center areas which include Financial Solutions lending team and Member Services. The MHC Director is responsible for strategy, performance, quality of service, business objectives, initiatives, talent management, processes, and contact center technology to efficiently and effectively deliver WPCU’s high standards of extraordinary member service via the Member Help Center.

The Member Help Center helps members via phone and online application requests with a wide array of products and services (e.g., consumer loans, convenience services, share products, etc.). The Director also has significant input into the organization’s overall Service Delivery Strategy. The MHC Director must be collaborative, a good communicator, hardworking, and a servant leader who is aligned with WPCU’s service orientation and results‑driven culture.

• Collaborates with members of the Senior Management Team and leaders of various business units to align, develop and execute comprehensive member service delivery strategies. Drives initiatives to enhance member experience, loyalty, and operational excellence. (30%)
• Manages globally the resources of the Member Help Center to create an extraordinary service culture that balances the interests of the three WPCU stakeholders and exceeds member‑owner expectations. Primary functions include directing inbound/outbound calling efforts, establishing and strengthening members’ relationships, and identifying ways in which to simplify doing business with WPCU. (20%)
• Leads, directs, and ensures effective functionality and ease of member use for key MHC technology (e.g. phone system and interactive voice response) as well as integrates future remote technologies. Aligns contact center technology with the Service Delivery Strategy by integrating business processes with the appropriate technology and ensuring maximized partner and member utilization, driving digital transformation and automation initiatives. (15%)
• Hires, supervises, coaches, develops, and consistently reviews the performance of direct reports to support their achievement of outstanding performance. Reviews employment actions, taken throughout the Member Help Center to ensure consistency and protection of the WPCU brand. Forecast resource needs based on volume trends and credit union growth. (10%)
• Creates and manages approved operating budgets, staffing, capital improvements, and member development reports (e.g. loan/share growth, financial advisor referrals) for assigned business units and takes actions to improve results as appropriate. Analyze financial performance and identify cost‑saving opportunities. (10%)
• Serves as the highest authority for the Member Help Center in the interpretation, implementation, and communication of laws, rules, regulations, WPCU policy, and management guidelines; seeks guidance from subject matter experts, as needed. (5%)
• Ensures assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. Works with operational leadership to ensure consistency and stability of operations across the entire Service Delivery Network. (5%)
• Perform other duties as may be required. (5%)

• Bachelor’s degree in business or related field preferred.
• Requires at least 5+ years’ experience managing large service delivery operations (preferably a contact center), with proven success in managing large teams.
• Demonstrated ability to develop and execute effective contact center strategies and initiatives.
• Demonstrated ability and proven results in driving forward a consultative service and sales culture.
• Demonstrated ability to lead others.
• Demonstrated ability to develop sound and efficient business processes.
• Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish business and tactical goals.
• Must be familiar with Microsoft Office products.