Director Member Support at Securityplus Federal Credit Union

Description

About Securityplus Federal Credit Union:
 

At Securityplus Federal Credit Union, we’re more than just a financial institution—we’re a community dedicated to making a lasting impact on our members' lives. With a mission of building lasting relationships and ensuring that households in our communities are financially healthy, we always put our members first. Our obsession with creating a member-centric culture drives everything we do, and we’re looking for a Director Member Support who shares that passion.
 

We’re a forward-thinking team that’s not afraid to innovate, push boundaries, and have a little fun while we’re at it. If you’re ready to help us grow and transform how we connect with our members, you might be the person we’re looking for.

About this Role: 

Ready to elevate our member experience? As the Director of Member Support, you’ll be a key leader on our Operations Team, responsible for delivering on organizational strategies and elevating the performance of our member support channels. You’ll partner closely with the Chief Operating Officer and the Vice President of Member Experience to transform the member support experience into a sustained competitive advantage.

You’re an innovator, change agent, member champion, educator, coach, and collaborator. You’ll align our products, services, education, and resources with member needs through an integrated, omnichannel support model—and you’ll drive a digital-first transformation powered by process improvement and smart optimization of both human and non-human resources. Above all, you’ll bring a ferocious commitment to making every moment matter.

Your scope spans the full member support ecosystem—digital, chat, AI, voice, social, email, ITMs and virtual branch (video), and outsourced resources—ensuring a seamless experience for internal partners and external members. You’ll use data to learn fast, improve continuously, and coach your team to meet and exceed SLAs while advancing financial health for our members.

As a strategic advisor to the COO and a business partner across the enterprise, you’ll build and manage policies, procedures, practices, goals, and reporting that reinforce a consistent, compliant member experience. You’ll proactively surface risk, invite discussion, and take ownership for outcomes—so our people are adaptable and resilient, and our members are informed, satisfied, and loyal.

Requirements

Elevating the Member Experience — Lead an enterprise member support strategy that streamlines interactions and delivers consistently exceptional experiences. Champion frictionless journeys and continuous improvement grounded in member insight.

Omnichannel Leadership — Orchestrate delivery across digital, chat, AI, voice, social, email, ITM/video, virtual branch, and outsourced channels. Balance capacity with demand, and ensure routing and response models meet service targets.

Data, KPIs & Reporting — Build performance metrics and reporting that drive decisions. Monitor SLAs, quality, and productivity; translate insights into operational improvements that raise satisfaction and reduce effort.

People Leadership & Coaching — Coach and mentor the Member Support team, develop leaders, and foster an inclusive, engaging culture. Strengthen skills through quality monitoring, feedback, and ongoing learning.

Cross-Functional Partnership & Governance — Collaborate with leaders and SMEs to plan and execute strategic initiatives. Develop and manage policies, procedures, and controls that meet regulatory requirements and mitigate risk.

Digital-First Transformation — Advance automation and AI to scale personalized support. Evaluate technologies (IVR, live chat, social care, WFM, analytics) and build business cases for investment that improve member and employee experiences.

Operational Excellence — Review processes for efficiency and effectiveness; design short- and long-term structures aligned to strategic objectives. Plan and manage budgets for areas of responsibility.

What You’ll Bring to the Table:

Required Qualifications

Bachelor’s degree or equivalent work experience.

Seven (7) years in a high-volume omnichannel member/customer support contact center (inbound, outbound, digital, video).

Experience with omnichannel interaction delivery, routing, and contact center capacity planning.

Deep knowledge of contact center tech (e.g., IVR, live chat, social, WFM, analytics, reporting/metrics).

Strong strategic thinking, change leadership, project management, and stakeholder influence.

Data-driven problem-solving with excellent communication, coaching, and conflict-resolution skills.

Proficiency in Microsoft Word, Excel, and PowerPoint.

S.A.F.E. registration eligibility.

Preferred Qualifications

Five (5) years in a leadership role within a high-volume omnichannel environment.
Credit union or banking experience.

Certified Credit Union Financial Counselor (CCUFC) designation.

Why You’ll Love Working at Securityplus:

Mission-Driven Organization:

You’ll be part of a credit union that’s all about helping our members and communities thrive.

Competitive Salary & Benefits Package:

We offer a competitive salary and comprehensive retirement benefits, including a 401(k) with company contributions, health, dental, and vision coverage, along with the opportunity to earn an annual performance bonus.

Opportunities for Career Growth

We value internal development and offer opportunities for career progression into new roles and other departments.

Work-Life Balance:

We believe in work/life balance. No burnout allowed here!
 

Culture of Fun and Collaboration:
No egos, no endless meetings—just a team of passionate people who genuinely love working together to make a positive difference.

Reasonable Accommodations Statement 

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties.

Physical Demands and Work Environment 

This position involves typical office work such as the use of the PC, reviewing manuals and related office papers, the use of the telephone, fax, and photocopy machines. While performing the duties of this job, the employee is required to sit, occasionally required to stand, walk, reach, talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually low to moderate.

Ready to Help Us Reach New Heights?
We’re looking for someone who’s ready to roll up their sleeves and drive our next phase of growth. If you're ready to make an impact and help drive our growth, we’d love to see your resume and/or cover letter. Tell us how your passion and experience will help elevate our growth strategy and why you’re excited about joining Securityplus.