Director, Member Solutions Center - Lynchburg, VA

Exciting news for Lynchburg! Apple Federal Credit Union is making its way to town, bringing a second Contact Center right to the heart of Lynchburg on Main Street.

We're on a mission to improve lives and fulfill dreams, and we want YOU to be a part of it! We're hiring a Director, Member Solutions Center to join our team.

Our call center hours are: Monday-Friday: 8 AM - 6 PM / Saturday: 9 AM - 1 PM - Position is onsite, offering a great opportunity to build connections and grow with a team that truly cares.

Join us as we bring exceptional service to Lynchburg-we can't wait to welcome you aboard!

Why Join Apple?

Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.

Additional Workplace Highlights:

• Named USA Top Workplaces 2025
• Named Top Workplaces by the Washington Post 2024
• Diverse, friendly work environment, progressive management staff
• 24 branches in Virginia with easy commuting distance

Role:

Responsible for the execution of the department strategy and all roadmap and improvement plans. Core duties include management and leadership of processes for the continuous improvement of the member experience. Tactical emphasis is on member care, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, service levels, staff utilization, acceptable turnover and Net Promoter Score. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills and morale. Assists the AVP of the Member Solutions Center with the department strategy and setting annual goals and vision. Performs a variety of duties as delegated by the AVP of the Member Solutions Center to coordinate the day-to-day operations of the Member Solutions Center. Responsible for the overall supervision of all functions within the Member Solutions Center including training, operations, and vendor management.

Essential Functions & Responsibilities:

• Accountable for ensuring full regulatory compliance and legal requirements identification of any potential risk issues.
• Interviews, schedules, trains, allocates work, establishes performance expectations, and monitors results of subordinates. Ensures a trained, motivated and professional staff capable of providing efficient and effective member services/support to internal and external members. Recommends the discipline and/or discharge of subordinates while maintaining the required personnel documentation. Coaches and counsels staff as necessary.
• In conjunction with the AVP of the Member Solutions Center and other departments, recommends and once approved, implements new products and services, policies and procedures.
• Researches and recommends products and services that harmonize with overall credit union policies, competitive within the marketplace and profitable for the credit union.
• Provide clear direction to Member Solutions Center leadership team members to drive organization strategies and initiatives. Enable clear 360-degree communication of strategy and planning to internal and external members and partners.
• Assist with management of member relationships when quality has been compromised to ensure procedures and audits are complying. Initiate action toward identification, documentation, and resolution of adverse events affecting any area of the member solutions center.
• Promotes a satisfying, positive and motivating work environment that continuously builds staff commitment, trust and engagement.
• Lead the implementation and testing of call center technology solutions.
• Use member insight and root cause analytics to identify improvements and present these to the AVP of Member Solutions Center and/or senior management.

Experience:

• Minimum of five (5) years or more credit union and/or call center management experience.

Education:

• Associates Degree required. Bachelor's Degree preferred.

Other Skills:

• Effective leadership and analytical skills including working knowledge of call center telecom technology and reporting.
• High emotional intelligence, operationally savvy, results-oriented contact center leader.
• Fluent in identifying, implementing, managing, and measuring contact center best practices and technical proficiency to deliver those best practices.

Physical Requirements:

• The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, copier, telephone

Apple Federal Credit Union values, encourages, and implements diversity in the workplace.

As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status,

ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service

or any other characteristic protected by law. All selected candidates will be subject to credit and background checks to determine employment eligibility.