AVP - Contact Center Sales & Service

Expected Outcomes

• Inspirational Leadership: Builds a high-performing, growth-oriented team culture centered on recognition, development, and collaboration.
• Strategic Planning: Develops and executes data-informed operational plans that align with business objectives, prioritize initiatives, and optimize resource and budget allocation.
• Performance Excellence: Achieves key performance indicators related to member satisfaction, response efficiency, issue resolution, and overall service quality.
• Team Engagement: Fosters a highly motivated team that consistently delivers outstanding service to members.
• Talent Development: Strengthens employee engagement, professional growth, and retention through proactive leadership and support.
• Innovation Adoption: Drives operational efficiency and effectiveness through the implementation of new technologies and creative solutions.
• Regulatory Compliance: Ensures full adherence to industry regulations, internal policies, and quality assurance standards.
• Financial Stewardship: Maintains budget discipline while upholding exceptional service standards.

Capability Requirements

• Bachelor's degree in a Business Administration, finance or related experience.
• Minimum of seven years' experience in a Contact Center customer service and sales environment, with a minimum five years' management experience.
• Minimum 3 years' experience' identifying and implementing process improvement and procedure changes that enhance the employee and member experience.
• In-depth knowledge of remote services and contact center industry.
• Professional, well developed written and interpersonal communication skills (including oral presentation and policy/procedure writing skills).
• Demonstrated desire and ability to build, lead and develop employees/teams.
• Embraces and drives change and is able to effectively engaging employees in change actions and opportunities.
• Excellent problem solving and critical thinking skills.
• Works collaboratively across the organization.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all outcomes, responsibilities and qualifications required of employees assigned to this job.

Why Summit?

• Professional Growth: Opportunities for career development and advancement to help you reach your full potential.
• Work-Life Balance: Enjoy flexible work schedules and generous paid time off to maintain a healthy work-life balance.
• Retirement Benefits: Benefit from our 401(k) plan with employer match to secure your future.
• Employee Wellness: Participate in programs and resources designed to support your overall well-being.
• Community Involvement: Engage in initiatives that give back to the community and make a positive impact.

Required Statement Sections

• Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers. The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds.
• Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.
• Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).
• EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law. We embrace diversity and believe that inclusion is critical to our success as a credit union. Different makes us better. Employment decisions are made based on qualifications, merit, and business need.