Director/Contact Center

ARISE FEDERAL CREDIT UNION•Rockland, MA

15h•$115,000 - $130,000•Hybrid

About The Position

There's never been a more exciting time to join us! We're launching a new brand and a new name Arise Financial (formerly known as Rockland FCU) with a bold vision for the future—one built on innovation, technology, and a commitment to helping people live more and worry less. For more than a century, we've believed that banking is about putting people first. We're building on that legacy while embracing new ideas and creating an even better experience for both our employees and the members and communities we serve. If you're looking for a place where you can grow, make an impact, and help shape what's next, we'd love to hear from you.

Requirements

Bachelor’s degree in Business Administration, Finance, Management, Communications, or a related field preferred; equivalent education and experience may be considered.
7+ years of progressive experience in contact center, call center, member service, banking, financial services, or related operations, including 3–5 years of leadership experience.
Proven success leading high-volume contact center operations and developing high-performing service teams.
Strong knowledge of contact center operations, workforce management, quality assurance, performance management, and service delivery.
Experience with contact center technology, CRM platforms, telephony systems, workforce management tools, and/or digital service channels.
Strong ability to use operational and member data to identify trends, measure performance, and drive business decisions.
Strong proficiency with Microsoft Office and business reporting tools.

Nice To Haves

Experience with process improvement, technology enhancements, automation, or AI-enabled solutions preferred.
Understanding of financial services operations, member service, risk management, and regulatory requirements preferred.
Strong leadership, coaching, communication, problem-solving, and relationship-building skills.
Ability to balance strategic priorities with hands-on operational leadership in a fast-paced environment.

Responsibilities

Lead, coach, and develop Contact Center leaders and employees while establishing clear performance expectations, service standards, staffing strategies, and a culture of accountability and engagement.
Direct daily operations across phone, digital, and other service channels, ensuring efficient, accurate, compliant, and member-focused service.
Monitor service, quality, productivity, staffing, and member experience metrics to identify trends and drive performance improvements.
Oversee quality assurance, call monitoring, coaching, training, knowledge management, and escalation processes.
Use member feedback and contact trends to identify service gaps and opportunities to improve the overall member experience.
Partner with IT, Digital, Operations, Marketing, Lending, Retail, and other teams to enhance technology, processes, products, and member support capabilities.
Evaluate and implement automation, artificial intelligence, self-service, and other technology solutions that improve efficiency and accessibility.
Ensure Contact Center policies, procedures, security practices, and regulatory requirements are consistently maintained.
Manage staffing, budget, vendors, and resources to support service, financial, and organizational objectives.
Lead process improvement and change initiatives related to products, systems, technology, workflows, and organizational priorities.
Support operational risk management, business continuity, cybersecurity, audits, and regulatory examinations.
Prepare and present performance, financial, service, and member experience reporting to leadership, providing insights and recommendations.
Serve as a strategic advocate for the Contact Center and partner across the organization to align operations with enterprise goals.