AVP of Contact Center

Farmers Insurance Federal Credit Union•Burbank, CA

About The Position

The Assistant Vice President (AVP), Member Services is responsible for the strategic leadership, performance, and evolution of the Credit Union’s member service delivery model across all contact channels. This role oversees the Call Center function and broader member service operations, ensuring an exceptional, consistent, and efficient member experience that aligns with organizational growth objectives. The AVP serves as a key leader within the Growth division, driving service strategy, digital channel optimization, workforce planning, operational excellence, and service innovation. This role partners cross-functionally to ensure member feedback, service insights, and contact data inform enterprise strategy, product development, and process improvement.

Requirements

Bachelor’s degree in Business, Finance, Communications, or related field; or equivalent combination of education and relevant experience
Minimum 8–10 years of progressive experience in member/customer service operations, preferably within a credit union or financial institution.
Minimum 5 years of leadership experience overseeing leaders and multiple service channels.
Demonstrated experience in strategic planning, contact center optimization, and service transformation initiatives.
Strong analytical, financial, and operational acumen.
Proven ability to lead cross-functional initiatives and influence executive stakeholders.
Experience with contact center technologies, CRM systems, and workforce management platforms.

Responsibilities

Strategic Leadership & Vision Develops and executes a comprehensive Member Services strategy aligned with the Credit Union’s strategic plan and growth initiatives.
Establishes long-term service channel roadmap including phone, IVR, chat, digital messaging, social media, email, and emerging technologies.
Champions a member-centric culture across all service touchpoints.
Identifies opportunities to enhance service delivery models to increase engagement, satisfaction, and loyalty.
Operational Oversight Provides executive oversight of the Call Center Manager and member contact teams.
Ensures all member contact channels operate effectively, efficiently, and in alignment with service standards.
Oversees workforce management strategy, forecasting, scheduling methodology, and capacity planning.
Directs quality assurance programs, service level standards, escalation protocols, and complaint resolution processes.
Ensures business continuity and disaster recovery planning for member contact operations.
Performance & Analytics Establishes, monitors, and reports on key performance indicators including service levels, response times, quality scores, productivity, member satisfaction, and Net Promoter Score (NPS).
Utilizes data analytics to identify trends, root causes, and opportunities for continuous improvement.
Provides regular executive-level reporting and insights to senior leadership and the Board as appropriate.
Drives accountability for results through leadership coaching and performance management.
Digital & Technology Enablement Partners with IT and digital teams to enhance contact center technology, CRM platforms, IVR architecture, and automation tools.
Evaluates and implements emerging technologies such as AI-enabled chat, automation, and self-service tools to improve member experience and operational efficiency.
Oversees vendor selection, contract negotiation support, and ongoing vendor performance management for service-related platforms.
Cross-Functional Collaboration Collaborates with Lending, Retail, Marketing, Operations, Compliance, and Digital teams to ensure alignment of service messaging, promotions, and process changes.
Proactively communicates organizational updates and initiatives that impact member servicing.
Ensures regulatory compliance and adherence to policies across all member interactions.
Leadership & Talent Development Builds and develops high-performing leaders within Member Services.
Creates succession plans and leadership development pathways.
Fosters a culture of engagement, accountability, and continuous improvement.
Ensures training programs align with evolving products, services, and regulatory requirements.