Vice President, Member Care Center at Credit Union of Southern California

Description

We are hiring a Vice President of the Member Care Center (VP, MCC) to lead and oversee all call center operations and digital communication channels including chat, email, and AI-driven systems. This role is expected to lead and cultivate a positive team environment which helps develop and motivate staff, driving high levels of engagement and satisfaction. This role requires a strategic leader with deep understanding of service excellence, digital innovation, and team management in the financial industry. 

 Member Service Hours: Monday–Friday, 9:00 AM–6:00 PM, and Saturday, 9:00AM–1:00PM. 

This position is based in Anaheim Hills CA with the opportunity to work on a hybrid-remote schedule which consists of 2 days in-office and 3 days working remote from home. Based on business needs, this position requires flexibility to work extended hours, including occasional branch visits.

Why Work at CU SoCal?

CU SoCal is one of the fastest growing credit unions and is more than just a place to work. It’s a place where people come before profit, a place where you can build a career that’s more than a job, and where the work you do has meaning and purpose. We offer competitive pay, great health benefits and a culture like no other!

CU SoCal is a Gallup Exceptional Workplace Award Recipient

In 2025, Credit Union of Southern California (CU SoCal) was once again honored with the Gallup Exceptional Workplace Award, marking our second consecutive win and ranking us among the top workplaces worldwide for outstanding employee engagement!

The CU SoCal culture fosters Building Better Lives for our Members, personal development, open communication, and genuine care for each other. We prioritize C.A.R.E. 4: professional competence, positive attitude, relationship building, and eager service to others. If you're passionate about making a difference and want to be part of a dynamic team, explore CU SoCal career opportunities today!

Requirements

Minimum Qualifications

•  High School diploma or equivalent.
• 7+ years of leadership experience managing a contact / call center or high paced environment.

Preferred Qualifications

• Bachelor’s degree or equivalent work experience.
• Leadership experience within a financial institution.
• Experience with Five9, Teams Phone and/or Glia platforms.

Knowledge, Skills and Abilities

• Proficient in all applicable MS Office programs (i.e., Word, Excel, Outlook, Teams, etc.).
• Must be a self-starter with the confidence to deal effectively with a growth oriented executive management team as a team member, ability to manage outside counsel in an effective manner.
• Excellent written and verbal communication skills, as well as outstanding interpersonal skills are required.
• Must have team-oriented work style and be a consensus builder.
• Excellent coach and strong motivator; brings energy and enthusiasm to the team every day.
• Ability to prioritize Member needs and while ensuring exceptional service at every touchpoint both in-person and digitally.
• Ability to develop, implement and manage division strategies that drive growth for Members and team members.

Essential Duties and Responsibilities

• In partnership with the SVP of Retail Operations, the VP, MCC will develop and execute strategies to improve Member satisfaction, operational efficiency, and team performance.
• Provide leadership and direction to the call center team, ensuring world class service and efficient operations.   
• Mentor and develop the call center leadership team and staff, fostering a culture of continuous learning and growth.
• Oversee the implementation and optimization of digital channels, including new account opening, chat, email, and other AI-driven systems.
• Stay current of advancements in AI and machine learning to develop a forward-thinking strategy for the Member Care Center.
• Spearhead initiatives to implement comprehensive training programs for the call center team to cultivate proficiency in digital tools and channels. 
• Lead end-to-end project management by defining scope, developing detailed work plans, coordinating cross-functional teams, managing budgets and timelines, and ensuring successful delivery of key initiatives.
• Collaborate with other department leaders to align strategies and ensure cohesive communication and service across all channels.
• Analyze call center metrics and digital channel data to identify trends, opportunities, and areas for improvement.
• Drive initiatives that contribute to the credit union’s long-term operation excellence.
• Complete understanding and active application the Exceptional Experience Guide expectations.
• Must be able and available to work a “hybrid” schedule, per business operations requirement, as needed.
• Complete understanding and active application the C.A.R.E.4 Guide and Brand Guide expectations.
• Additional duties and responsibilities, as assigned. 

We support Pay Transparency and are a pay-for-performance organization that benchmarks base pay to the 50th percentile of market data.

Pay Scale: Min. $115,800 / Min. $154,336 / Max. $188,240 per year*

*Actual compensation will be based on geographical location, work experience, education and/or skill level.

CU SoCal is an equal opportunity employer. All decisions are based only on the individual’s qualifications/ability to perform the work. The above statements are intended to describe the essential functions, nature and level or work to be performed as of the document preparation date; they are not intended to be an exhaustive list of all duties and responsibilities. CU SoCal reserves the right to modify this job description at any time, without notice.

We foster an environment and culture where ideas and decisions from all people help us grow, innovate, and fulfill our mission of Building Better Lives.