Call Center Vp Jobs in Indiana (NOW HIRING)

The Vice President of Retail is an executive-level position that provides leadership and support to our member contact areas.  This is accomplished through the effort to create and maintain a consistent, high-quality level of service and build trusted financial advisors. The Vice President of Retail oversees the sales and service program.  Also responsible for establishing operational procedures and recommendations for policy and staff development improvements. The Vice President of Retail oversees branch and the contact center (call center) operations through leadership and collaboration with the AVP Regional Managers and the Contact Center Manager. The Vice President of Retail directs, monitors, and leads the efforts to create positive feelings and loyalty from our current and potential members of Fort Financial.

Job responsibilities include, but are not limited to:

• Serve as a member of the Executive Management Team and provide input and feedback on credit union strategies, tactics, policies, and procedures.
• Develop each of your employees to their highest potential by identifying their strengths and areas in need of improvement. Appropriately coach each of your employees with training, engagement, and when necessary, correcting the employees’ performance.
• Engage with your employees at least monthly to review targeted results, provide leadership and collaborate to find solutions.
• Recognize employees who perform at a high level.
• Visit each branch a minimum of three times per year or as proposed and budgeted, for the purpose of engaging with staff, inspecting expectations, improving communications and performance.
• Collaborate with other department heads and the executive team.
• Advocate and identify drivers for our overall member experience to assure a high-quality experience for both external and internal members.
• Facilitate Sales and Service Committee. Provide updated results and recommendations aimed at improving performance.
• Establish and communicate sales and service goals in accordance with our strategic plan, annual budget, and Sales and Service Committee.
• Assist in recommending and monitoring appropriate call routing and phone service standards.
• Evaluate training needs of frontline staff and assist in developing sufficient training resources and recommendations with the training department.
• Serves on committees or project teams as assigned.
• Hire or assist in the hiring of your reporting managers and staff.
• Develop and implement appropriate security and internal control policies and procedures for branches and frontline staff.
• Investigate frontline losses and assist in instituting corrective action as necessary.
• Respond to complex or problematic member questions or concerns as appropriate to ensure the highest quality of member service.
• Research and recommend the purchase of branch equipment and replacement as necessary. Submit an annual branch budget for your final recommendations.
• Assure branches are well-maintained and professional in appearance.
• Ensure that management is kept fully informed on the conditions and operations of the credit union and of all important factors influencing them.
• Ensure that branches are sufficiently staffed to meet our service expectations.  Provide final coordination of float staff. Cover as a branch manager or related frontline position when necessary to assure adequate staffing and training.
• Attend board meetings, supervisor meetings, and executive meetings.  Report on assigned areas of responsibility as requested or assigned.  Participate and contribute positively in discussions and decisions.
• Professionally represent the credit union to the public and community.  Volunteer or serve with local community events and organizations that would be customary for a financial institution executive.
• Performs duties within regulations, established operating procedures and policies.
• Performs such duties as may be commensurate with the position of Vice President and as assigned by Supervisor.

REQUIRED WORK EXPERIENCE

Five to ten years of similar or related experience.

EDUCATION

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).