Credit Union:

TwinStar Credit Union

Region:

Lacey, WA

Closing:

7/10/2024

Learn More

Job Description:

Location

Remote

Status

Full-Time Regular, Exempt 

Pay Range

The full pay range is $93,844 – $140,766 /annually. Depending on experience and qualifications. In addition to your salary, compensation incentives are available. Incentives targets vary by role.

We offer a bilingual differential for employees who can assist our members’ financial needs in a second language. Proficiency is subject to passing a standardized verbal assessment. Currently approved languages are Korean, Russian, Spanish, and Tagalog.

Applicants are encouraged to apply by July 12, 2024 5:00 PM PST.

We are seeking a Director of Internal Support Center to join our team! This position develops and executes strategies that ensure exceptional internal support to the Experience Delivery Teams (the Branch Network and Channel Services). Oversees operational support, knowledge base and chatbot management, frontline training programs, as well as leading continuous improvement initiatives, mitigating operational risks, and leveraging technology to enhance service delivery. Leads a dedicated team to provide the highest level of support to our Frontline Staff, enabling them to drive member loyalty.

Visa sponsorship not available.

Contact us at 800.258.3115 with any questions or request for accommodation.

Requirements

Responsibilities:

  • Develops and executes the strategic vision and future state roadmap for the Internal Support Center, aligning with the Credit Union’s mission, vision and values.
  • Initiates and serves on project teams, both departmental and enterprise wide, in either a lead role or as a contributor to represent the operational side of Experience Delivery and effectively represent the impact of projects to the Frontline.
  • Leads and mentors the Internal Support Center team, fostering a culture of excellence, collaboration, innovation, and continuous improvement.
  • Fosters a culture of continuous learning and professional development, ensuring staff are equipped with the skills and knowledge to excel.
  • Develops and implements quality assurance practices to continually evolve the service delivery, removing friction points, addressing feedback, and resolving issues promptly to ensure a knowledgeable and seamless experience for the Frontline Staff.
  • Oversees delivery of Tier 2 and Tier 3 operational and digital services support to Frontline Staff.
  • Maintains ownership of applicable operational programs, systems and report administration.
  • Oversees management of knowledge base, ensuring information is up to date and provides easy access to critical information for Frontline Staff.
  • Leads the curriculum design and assesses delivery of robust operational, loan, new account, and intro to core training programs to Frontline Staff; focusing on member experience, product knowledge, processes, procedures and compliance.
  • Develops and oversees the Internal Support Center budget, ensuring cost-effective operations while maintaining high service standards.
  • Stays informed about industry trends and technological advancements to continuously enhance operational systems and processes. Leverages technology and implement strategies to optimize workflows, processes, reduce operational costs and enhance overall effectiveness, and mitigate risk.
  • Oversees the administration and optimization of member facing chatbot, ensuring intents are consistently refreshed with up to date, relevant information that is easily accessible to members.
  • Manages relationships with Internal Support Center vendors, ensuring service levels are met and costs are controlled.
  • Promotes cross-functional collaboration to address and resolve internal support and member service issues.
  • Serves as a key point of contact for Internal Support Center related matters, representing the department in meetings and strategic discussions.
  • All other duties as assigned.

Education and Experience Required:

  • Bachelor’s Degree in Business Administration, Management or related field of study.
  • Minimum of seven (7) years of experience in operational support, strategy, training or a related field within the financial services industry. Minimum five (5) years in a management role. Equivalent combination of education and experience will be considered.

Education and Experience Preferred:

  • Master’s Degree in Business Administration, Management or related field of study.

Certifications: 

  •  CUNA Management School

Knowledge, Skills and Abilities:

  • Strong ability to develop and execute strategic plans that align with organizational goals.
  • Expertise in streamlining processes and implementing best practices to enhance operational efficiency.
  • Experience in developing and maintaining comprehensive knowledge bases and information management systems.
  • Skills in creating and delivering effective training programs for frontline staff, focusing on product knowledge, customer service, and compliance.
  • Commitment to fostering a culture of continuous improvement, using data-driven approaches to identify and implement enhancements.
  • Strong understanding of risk management practices, regulatory requirements, and compliance in the financial industry.
  • Ability to leverage advanced technology to improve support services and operational processes.
  • Excellent leadership skills with a proven track record of building, mentoring, and developing high-performing teams.
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.
  • Strong analytical and problem-solving skills, with a focus on innovative solutions and data driven decision-making.

Benefits

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Medical, Dental, and Vision insurance is paid at a 100% by company for the employee coverage. We also offer Health Care FSA (HCFSA) and Day Care FSA (DCFSA). Employees have access to disability and AD&D insurance.  Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time.

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment. 

EEO Statement
TSCU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.