VP Virtual Experience - Rio Rancho, NM

Description

The Vice President of Virtual Experience is a key leader responsible for the performance, innovation, and experience delivery of the credit union's multi-channel Member Contact Center, which includes Interactive Teller Machine (ITM) Agents, Phone Agents, Digital Support, and Virtual Consultants responsible for full-service banking, including account opening and loan origination. This role drives strategic growth, digital engagement, and service excellence aligned with the credit union's vision. 

Salary: 

The starting pay range for this position is $106,674.05 to $133,342.56 annually. New hires are typically brought into the organization at a rate between the range minimum and the range maximum, depending on the qualifications, internal equity and the budgeted amount for the role. 

Essential Functions & Responsibilities:

• Develop and execute a forward-thinking strategy for a fully integrated contact center experience across voice, video, ITMs, and digital platforms.
• Ensure alignment with enterprise goals related to member satisfaction, operational efficiency, product growth, and digital transformation.
• Lead and monitor KPIs across all delivery channels (e.g., service levels, FCR, NPS, conversion rates for accounts/loans).
• Provide high level oversight of ITM Specialists who assist members via video-enabled teller machines, Phone Agents resolving member inquiries and performing transactions, Digital and Chat Support Teams handling secure messaging and digital service requests, as well as Virtual Consultants opening new accounts and originating consumer loans.
• Ensure service quality, regulatory compliance, and consistency across all roles and platforms.
• Champion digital-first service models, balancing high-tech tools with high-touch service.
• Collaborate with leadership on process improvements, system enhancements, and service delivery strategies.
• Lead enhancements in chat, video banking, digital identity verification, and online account opening workflows.
• Lead and inspire a cross-functional team through effective coaching, communication, and professional development, cultivating a culture of empowerment, innovation, accountability, and continuous improvement.
• Build career paths and succession plans across ITM, digital, phone, and virtual roles.
• Ensure compliance with NCUA, Reg E, BSA/AML, and lending regulations across all service interactions.
• Manage escalated member issues with urgency and top-level care.
• Act as a member experience champion across the organization and represent the voice of the member in strategic planning.
• Travel to contact center locations as necessary for training, coaching, mentoring, and support.
• Actively promote a positive, member-centric culture within the team.
• Perform other job related duties, as assigned.

Performance Measurements:

1. Consistently meets or exceeds established service level agreements (SLAs) for response time, call resolution, and wait times.

2. Maintain high member satisfaction scores through quality service and efficient issue resolution.

3. Ensure team adherence to key performance indicators (KPIs), such as average handle time (AHT), first contact resolution (FCR),         schedule adherence, abandonment rate, and account and loan goals.

4. Promote a cross sales culture based on member education within each Virtual Experience area of responsibility, both by example as well as training and coaching employees to identify opportunities.

5. Achieve or exceed departmental goals for quality assurance scoring and compliance audits.

6. Maintain accurate and timely documentation of employee performance and coaching activities.

7. Support the retention of high-performing staff and contribute to the development of future leaders.

8. Foster an environment that aligns with the credit union’s mission, vision, and values.

Benefits: 

• Medical, Dental and Vision insurance. Available the first of the month following date of hire. 
• 401(k) - Traditional or Roth
• Paid Time Off
• Eleven paid holidays/year
• Employer-Paid Benefits: Employee Assistance Programs (EAP), Short-Term & Long-Term disability
• Other great benefits: Wellness Reimbursement Plan, Educational Reimbursement Program and Development Programs.

Work Location: 

Rio Rancho Branch in Rio Rancho, NM

Requirements

Experience: 

Five years to eight years of similar or related experience.

Education:

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g., information technology certifications in lieu of a degree).

Interpersonal Skills: 

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills: 

* 5+ years of leadership in financial institution contact center operations, including oversight of digital or virtual banking channels.
* Proven experience managing teams that provide full-service banking (account opening, loan origination, servicing) in a remote/digital environment.
* Deep knowledge of contact center operations, workforce management, quality assurance, lending compliance, and digital banking technology.
* Strong strategic thinking, communication, problem-solving, and analytical skills.

Physical Requirements: 

May require sitting or standing for extended periods of time. Lift or carry up to 25 lbs.

Work Environment:

Work typically occurs in an office setting with frequent exposure to office noise, computers, phones and other office equipment used to perform the duties of the job.