Rockland Federal Credit Union · 2 weeks ago
Director - Member Solutions Center
Canton, MA, US
Full-time
Onsite
Senior Level, Lead/Staff
$120K/yr - $135K/yr
8+ years expRockland Federal Credit Union is seeking a Director for their Member Solutions Center to lead the member contact strategy. This role focuses on leveraging technology and digital innovation to enhance member experience and operational efficiency while ensuring compliance and a people-first culture.
FinanceFinancial ServicesNon Profit
Responsibilities
Develop and execute a multi-year contact center strategy aligned with the credit union’s digital, growth, and member experience goals
Lead the evolution from traditional call center operations to an omnichannel service model (voice, chat, secure messaging, SMS, email, chatbot, and video)
Serve as a thought leader on AI-enabled service delivery, balancing innovation with member trust and regulatory requirements
Own the roadmap for contact center technology, including:
Cloud-based contact center platforms (CCaaS)
CRM and core system integrations
Workforce management (WFM) and quality management tools
Design and implement AI-driven solutions, such as:
Conversational AI/chatbots and virtual assistants
Intelligent call routing and intent recognition
Agent assist tools (real-time prompts, knowledge surfacing, sentiment analysis)
Partner with IT and vendors to ensure solutions are secure, scalable, compliant, and resilient
Lead pilots and proofs of concept for emerging technologies, ensuring measurable ROI and positive member impact
Ensure consistent, high-quality member experiences across all contact channels
Establish service standards, KPIs, and SLAs for response time, resolution, and satisfaction
Use data, analytics, and member feedback to continuously improve service journeys and reduce friction
Drive first-contact resolution, self-service adoption, and channel optimization
Implement data-driven forecasting and workforce planning to balance cost, coverage, and experience
Monitor and improve productivity, quality, and cost-to-serve metrics
Lead business continuity and disaster recovery planning for contact center operations
Build, develop, and lead a high-performing leadership team and workforce
Champion a culture of continuous improvement, innovation, accountability, and member advocacy
Ensure all contact center operations comply with applicable regulations, privacy standards, and internal controls (e.g., GLBA, UDAAP, record retention)
Qualification
Required
Experience implementing CCaaS platforms (e.g., Genesys, NICE, Five9, Amazon Connect, similar)
Bachelor's degree in Business, Technology, Operations, or related field or 8+ years of progressive experience in contact center leadership, operations, or digital service delivery
Demonstrated experience leading technology transformations within a contact center environment
Strong understanding of AI, automation, and digital self-service technologies
Experience in financial services or a regulated environment (credit union or banking experience strongly preferred)
Familiarity with AI governance, data analytics, and customer journey mapping
Experience supporting mergers, growth, or large-scale operational change
Preferred
Lean, Six Sigma, or service design certifications a plus
Benefits
Cigna medical benefits
Dental benefits
Vision benefits
A 401(k) plan with company match and profit-sharing potential
Flexible health and dependent care plans
Life, AD&D, and LTD insurance
A generous and flexible tuition reimbursement program
A PTO package designed to help employees recharge and enjoy time with family and friends
Company
Rockland Federal Credit Union
Rockland Federal Credit Union is a non profit federally chartered credit union.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Joanne Lowe
Chief Operating Officer
Heidi Chandler
Executive Assistant To Chief Executive Officer
Company data provided by crunchbase