Sr Manager Contact Center Specialty Channels

As the nation's largest community credit union, we begin every day focused on delivering superior financial products and services for our 1.3 million members and more than $30 billion in managed assets. Our work has an economic impact as we support our members' financial goals. We are unapologetic about being devoted to our members and the communities we serve. Our business is guided by our people helping people philosophy – which includes our team members. 

BECU has been in business for more than 85 years, driven by unwavering core values and a dedication to improving the communities we serve. While we have a rich history, the future of our company, accelerated by business and technology transformation, is even brighter. There's never been a better time to work for BECU.

To learn more visit becu.org/careers.

PAY RANGE

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.  Employees have access to disability and AD&D insurance.  We also offer health care and dependent care flexible spending accounts, as well as health savings accounts, to eligible employees.  Employees are able to enroll in our company’s 401k plan and employer-funded retirement plan.  Newly hired employees accrue 6.16 hours of paid time off (PTO) on a per pay period basis based on hours worked (up to a maximum of 160 PTO hours per year) and receive ten paid holidays throughout the calendar year. Additional details regarding BECU Benefits can be found here.

IMPACT YOU’LL MAKE:

The Sr. Manager, Contact Center Specialty Channels, is responsible for setting a clear vision and fostering collaborative partnerships across the Contact Center, with leaders in other departments, and with our remote service vendors, all with a strong focus on serving our members. This role ensures exceptional service and technical expertise in the Contact Center Specialty Channels by creating and implementing channel strategies, best practices, and ongoing process improvements. This leader plays a pivotal role in driving change as BECU’s products and services evolve, ensuring robust technical and operational support for both our Contact Center and Retail Delivery teams.

WHAT YOU’LL DO:

Leadership & Strategic Planning

• Set and align departmental and individual goals with BECU’s strategic priorities.
• Develop and execute a roadmap for Specialty Channels to support BECU’s initiatives.
• Coach and support Specialty Channel leaders, conducting evaluations and ensuring role alignment with strategic goals.
• Lead the integration and coordination of channel-specific initiatives within project teams.

Vendor & Partner Management

• Build and manage relationships with strategic vendors and business partners to maintain quality, flexibility, and accountability.
• Partner with Member Channel Managers, Directors, and VPs, as well as remote channel vendors, to ensure BECU’s remote services meet member expectations.
• Work with internal and vendor teams to address and resolve incidents impacting virtual channels.

Operations & Performance Monitoring

• Ensure services are timely and accurate by providing direction and monitoring performance.
• Oversee direct reports, including hiring, performance management, training, and equipment needs.
• Collaborate with Workforce Management to maintain effective staffing levels and achieve service targets.
• Create and track productivity measures, providing updates to Contact Center Directors on call volumes, themes, and trends.

Technical & Process Improvement

• Identify technical support needs within the organization and consult with leadership and teams to improve performance.
• Address performance gaps and manage activities to ensure performance goals are met.
• Ensure workflows and processes comply with federal regulations and meet operational needs.
• Communicate critical member-impacting issues to Business Analysis teams to prioritize and address member and staff pain points in virtual channels.

Compliance & Risk Management

• Ensure team workflows and processes comply with federal regulations and follow BECU and vendor policies.
• Ensure operational needs and risk mitigation measures are implemented across workflows and processes.

This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered. 

WHAT YOU’LL GAIN:

• Leadership Growth: Lead and shape the Contact Center Specialty Channels, enhancing your leadership skills through strategy-setting, team coaching, and vendor management.
• Strategic Impact: Drive service improvements and operational efficiency, with a direct impact on member experience and remote service delivery.
• Cross-Functional Collaboration: Build valuable partnerships across departments like IT, Workforce Management, and external vendors, broadening your network and organizational insight.

QUALIFICATIONS:

Minimum Qualifications:

• Bachelor’s degree in business administration, or equivalent work or educational experience required.
• Minimum three years of leadership experience in the financial services or contact center environment required.
• Minimum five years of member service/customer service experience required.

Desired Qualifications:

• Experience managing a technical support team and managing key vendor relationships preferred.
• Knowledge of Credit Union’s remote services within the virtual banking applications.
• Ability to effectively present information to executive level groups.
• Leadership, analytical, and strategic planning skills.
• Ability to interact and partner with all levels of BECU employees for planning and execution of change management.
• Ability to manage risk to the Credit Union and to its membership through vendor relationships, financial decisions, etc.
• Moderate travel by car and/or public conveyance for trips at some out-of-area locations.

JOIN THE JOURNEY

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don’t just fill a role, but fuel the growth and success of BECU? This is more than a job – it’s a chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU. 

Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let’s achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney 

EEO Statement:

BECU 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.