Contact Center Director

Contact Center Director Opportunity at Stanford Federal Credit Union!

We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual yearning to make a difference, we need you on our team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University and some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry.

Stanford FCU is a $4 billion company with a global reach—88,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives!

The Contact Center Director is responsible for the overall management of the Contact Center and Member Experience. Provides leadership, motivation, and direction to Contact Center Management and agents through coaching and mentoring team members to strive for excellence. Responsible for ensuring consistent, flawless execution of standardized operating procedures and members service delivery standards within the Contact Center. The Contact Center Director is also responsible for monitoring trends and changes in the Contact Center landscape, both within and outside the financial services industry, and partnering with the Vice President of Retail Banking to develop and executing a strategic vision for the Contact Center that aligns to the credit union’s strategic plan.

Who YOU are:

• Strong Financial Services Operations, Compliance and Regulatory experience.
• Eight to ten years of experience in a leadership role.
• Bachelor’s degree in related business field, and eight to ten years related experience and/or training, or equivalent combination of education and experience.
• Proven leadership experience with the ability to accomplish complex goals based on knowledge, collaboration, and influencing skills.
• Excellent communication, persuasion, and organizational skills, including effective listening, written and presentation skills.
• Working knowledge of staffing models, scheduling, and telecom opportunities.

What YOU’LL do:

• Supervises and coaches Contact Center Management ensuring excellent member service, sales results, and efficient operations. Gives timely, specific, and appropriate feedback about performance and development needs. Encourages others to experiment with new ways to solve work problems.
• Identify, coordinate, and implement retail training initiatives as deemed necessary and/or directed by the VP, organizational initiatives, and/or other applicable leaders throughout the organization, with an emphasis on operational soundness, product knowledge and member service.
• Collaborate with the Learning and Development Department to develop and implement these educational opportunities.
• Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum member engagement.
• Collaborate with leaders across the organization to develop retail delivery sales, service, and operational strategies for the credit union, which align with the organization’s strategic objectives.
• Recommend, develop, and lead the implementation of current and new operational policies/procedures/programs/systems that support the credit union’s goals of consistent delivery, operational efficiency, excellence, and effectiveness, while building accountability.

Some of our benefits for YOU:

• 100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents.
• Quarterly incentives up to 10% of your salary (based on position)
• Employer 401(k) matching up to 5% plus additional annual discretionary contributions
• Education reimbursement up to $5,200/year
• Up to $500 per year in health/fitness benefits
• Employee recognition program with cash incentives
• Commute benefits up to $900 per year.
• Paid Sick Time accrues at two weeks per year.
• Paid Vacation Time accrues at three weeks per year.
• Paid Federal banking holidays (approximately 10 per year)
• Ongoing training and education, seminars, and conferences
• Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
• Waived fees and deposit bonuses on Stanford FCU accounts
• Flex health/transit plan availability
• Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources.

Stanford Federal Credit Union provides pay ranges representing its good faith estimate of what the Credit Union reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location, and external market pay for comparable jobs.

If you are ready for this awesome opportunity (or know somebody who is) please contact us today!

Please Note: SFCU does not provide work visa sponsorship or accept visa transfers for any positions. Applicants that require work visa sponsorship or transfer will not be considered for employment. SFCU does not provide any relocation benefits for any positions.

Stanford Federal Credit Union is committed to equal employment opportunities, and a workplace that embraces diversity and inclusion for qualified individuals of all backgrounds.