Exciting news!! EECU is looking for a Director- Digital Branch & Contact Center (banking).
The Director - Digital Branch and Contact Center (banking) will be responsible for overseeing and enhancing our Digital Branch and overall Contact Center operations. Define the overall member experience strategy for the Digital Branch and Contact Center through voice, chat, messaging, SMS, and self-service/AI channels. The ideal candidate will have a strong background in digital banking strategy, call center operations, operations management, and a proven history of successfully managing a team of high performing loan specialists to assist members with their loan requests in the digital branch channel.
Responsible for complying with all EECU processes and procedures. Responsible for compliance of all Federal and State rules and regulations pertaining but not limited to Bank Secrecy Act, Anti-Money Laundering, Bank Bribery Act, NCUA Privacy Regulations Reg DD, Reg E, Reg CC, Reg Z, Reg B, Service Members Civil Relief, FCRA/FACTA and E-Sign. Required to attend initial and ongoing annual Bank Secrecy Act training.
The position is responsible to:
Contact Center Strategy: Develop and execute the Contact Center strategy and alignment with the overall business objectives.
Operational Excellence: Streamline and optimize Contact Center processes to enhance operational efficiency.
Cross Functional Collaboration: Work closely with key stakeholders, executive leadership, IT, BSA’s, BPA’s, to gain an understanding of the system features and technical feasibility of the system to continually improve the overall experience for our membership.
Performance Metrics: Develop and implement KPIs, metrics and reports to measure and manage the productivity of the team.
Key Performance Indicators: Success in this role will be measured by achieving overall company goals, member satisfaction, reduction in cycle time, and productivity of the team.
Team Leadership: Build and lead a high-performing Contact Center Team.
Requirements:
EECU will, in compliance with applicable laws, evaluate an applicant's credit history. Only applicants with good credit history will be considered for open positions. If offered a position with EECU, will have to clear background check including employment, criminal, and drug screen.
For more than 85 years, Fort Worth-based EECU community credit union has been committed to providing members A Better Way of Banking®. Today, EECU is one of the largest credit unions in Texas with over $3.6 billion in USD assets and serves over 277,000 members through 18 financial centers across North Texas. In the true spirit of the credit union philosophy “people helping people” EECU was recently honored with the Fort Worth Business Press Corporate Philanthropy Award for employee volunteerism, named Best Bank/Credit Union by the Fort Worth Star Telegram’s readers, and became the 1st credit union in Fort Worth to become Blue Zones certified for promoting employee well-being.
EECU is an EOE/Vets/Disabled Employer.
We are an Equal Opportunity Employer and do not discriminate against applicants due to veterans status or on the basis of disability.
For more information on our organization and benefits please visit EECU Careers at www.eecu.org/careers.