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Director of Contact Center
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Full-time
- The Director of Contact Center is an onsite role that provides leadership and coaching for all team members and directly oversees a Financial Center Manager, 3 Assistant Managers, and a Team Member Success Supervisor (quality assurance).
- Directly manage and develop Summitt East's Financial Center Manager, the front-line leader of a fully functional financial center on the main floor of our corporate headquarters, through both regular check-ins and ad hoc meetings.
- Identify, recommend, and implement opportunities for members to fulfill needs through fast and efficient options, including enhancing self-service information and options for basic needs across all credit union channels to clear the way for team members to efficiently handle more complex issues.
- Complies with Reg E, BSA, OFAC and CIP requirements such as reporting suspicious or unusual activity to manager.
- Ability to serve as the highest-level escalation point of contact within the contact center, with rapid cross-functional problem-solving ability in response to sensitive member issues.
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