VP - Digital and Contact Center Channels

The VP of Digital and Contact Center Channels leads the eLoans, eServices, and Contact Center teams and is responsible for the overall performance of Harborstone Credit Union’s Digital and Phone Delivery Channels. This leader will assist in the development, prioritization and implementation of strategic and operational plans related to advancing the consumer/business banking digital and call center channels. Leveraging multiple sources, including marketing, the VP develops and implements a technology and product roadmap to create transparency and readiness for planned enhancements. This position creates, tracks and controls the Digital and Call Center department annual operating and capital budgets. The VP of Digital and Phone Delivery integrates data analytics, product metrics, user experience research, member feedback, competitive and market analysis and company goals to drive prioritization of department initiatives.

·         Team Leadership: Hire and develop team members who optimize the member experience through remote touchpoints based on Harborstone’s strategic mission. Builds and maintains a cohesive team through excellent communication, team involvement, positivity, and strong leadership.

·         Create Positive Member Experiences: Consistently advocates for Harborstone’s members, offering opportunities for financial equity and prosperity and the tools necessary to help them thrive. Demonstrates value and difference by expertly informing our communities of effective financial products, services, and solutions to help them attain their full potential. Effectively leads the efforts required of his/her staff to embody and demonstrate these same attributes.

·         Strategy and Vision: In partnership with SVP, creates the future strategy and vision of the digital and phone delivery channels and implements agreed upon strategies.

·         Business Growth: Responsible for providing leadership in support of our mission of improving the financial health of our staff, members, and local communities. This role is responsible for business growth and goal achievement in our Digital and Contact Center Channels in the following categories:

• Member Growth

• Loan Growth

• Deposit Growth

• Non-Interest Income

• Operating Expenses

·         Digital Lending Delivery: Leads the Digital Lending Channel to ensure a successful digital direct loan origination program.

·         Digital Service Delivery: Leads the Digital Service Channel to ensure successful delivery of all digital deposit products and services through our online and mobile channels. 

·         Contact Center Delivery: Leads Contact Center Channel to ensure a prompt, efficient and excellent service experience for members calling in.

·         Partner Collaboration: Effectively builds trust with members and internal staff by embodying and demonstrating the Core Values of the organization. Strong partnership and collaboration with peer VP’s, Directors, other business line leaders, senior leadership, third-party vendors, and community leaders will be crucial to ensure shared success across all business segments.

• 5+ years of experience leading a digital experience and/or contact center team, preferably in the financial services industry.

• 10+ years of management experience.

Desired Qualifications:

•   Extensive knowledge of Credit Union business lines, products, services and strategies.

•   Solid strategic perspective with proven success delivering high performing service and growth results as well as financial results with retail, business banking, or equivalent expertise.

•   Must have the adaptability, compassion, empathy and heart to help provide financial literacy to all income levels as well as under-served communities.

•   Demonstrated ability to manage effectively in a retail environment and provide insights into the economic climate and related market developments and identify trends to drive new business strategies and/or mitigate risk.

•   Demonstrated relationship management skills in successfully executing member acquisition strategies; ability to transfer skill to lead, support and teach direct reports.

Education/Experience/Certification:

• Bachelor’s Degree in Business Administration, Finance, or related field, required.