Ent Credit Union ยท 2 days ago
Director, Contact Center Operations
Tempe, AZ
Full-time
Onsite
Senior Level, Lead/Staff
$149K/yr - $165K/yr
8+ years expEnt Credit Union is merging with Wings Credit Union to enhance member service and operational excellence. The Director of Contact Center Operations will oversee service delivery and efficiency within the Contact Center, ensuring compliance with financial regulations and managing risk.
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Responsibilities
Accountable for reviewing, recommending, and implementing, as appropriate to VP-Contact Center Ops, various Contact Center initiatives or changes in process to minimize risk such as: Reviews and assesses Contact Center operations in order to recommend the elimination of needed and unneeded policies and procedures, including working directly with Audit, Legal, and Compliance to minimize risk
Review and assess the performance and requirements of all Contact Center business units to ensure current and future necessities and provisions
Resolves complex problems and concerns involving internal or external issues, including oversight of complaint management
Management oversight of various initiatives and projects internal and external. Oversight accountability in the areas of member service through direct monitoring of VoM surveys/ employee engagement / Quality Assurance/ Sales / culture and contact center training initiatives
Enforces performance metrics, service level agreements, and overall smooth operation of the Contact Center's daily functions
Assists in the overall budget assessment and accountability for all Contact Center locations
Ensures team and individual incentives are held to corporate standard through monitoring and oversight
Holds direct reports accountable in the areas of sales, member service, contact center / corporate initiatives, risks, member complaints, employee/member engagement, and retention
Promote cultural and operational consistency and collaboration across Contact Centers / areas / regions
Create and maintain career and development plans for direct reports. Manage and reduce escalated Contact Center HR-related issues. Provide coaching and team alignment for all direct reports. Ensure the accuracy of documented timecards, in addition to monitoring and approving all performance reviews, and disciplinary actions. Ensure incentives align with corporate standards
Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act
Qualification
Required
Bachelor's Degree in Business, Finance, Accounting, Management or another relevant field of study
8+ year's experience in a Financial Institution
8+ year's experience in a Contact Center
3+ year's experience as a manager overseeing a Contact Center
Broad Knowledge of the financial services industry
Strong understanding of Asset Liability Management principles
Working knowledge of HR policies, procedures, and compliance
Strong coaching, mentoring, and staff management skills
Strong interpersonal relationship-building skills
Comprehensive knowledge of financial services compliance and internal controls
Advanced communication skills, both verbal and written
Ability to speak with all levels of the organization and match communication delivery to the audience being addressed
Basic knowledge of project management concepts and their practical application
Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company
Excellent customer service skills
Exceptional problem-solving capacity
Intellectual Curiosity with a desire and openness to learn new processes / skills
Strong computer literacy to include a working knowledge of Microsoft Office Suite of products (Word, Excel, PowerPoint, etc.)
Preferred
Proficient with Symitar banking software
Benefits
Generous 401(k) match
401k Discretionary Profit Sharing
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Short Term and Long Term Disability
Health Savings Account with company contribution
Employee Assistance Program
Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
Paid Holidays
Tuition Reimbursement
Paid Parental Leave
Company
Ent Credit Union
Ent Credit Union is a financial institution to improving members financial quality of life and returning value through better rates.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-04-23Acquired
Leadership Team
Chad Graves
Chief Executive Officer
Annie Snead, CUDE
Community Advocacy Partner
Recent News
2025-10-13
GlobalFinTechSeries
2025-10-09
Company data provided by crunchbase