Securityplus Federal Credit Union
Director Member Support
Securityplus Federal Credit Union, Southern Md Facility, Maryland, us, 20697
Overview Securityplus Federal Credit Union is a community-focused financial institution committed to helping members achieve financial health. We are seeking a Director Member Support to lead the member support function within our Operations Team, partnering with the Chief Operating Officer and the Vice President of Member Experience to transform the member support experience into a sustained competitive advantage.
Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. You will be an innovator, change agent, member champion, educator, coach, and collaborator who aligns products, services, education, and resources with member needs through an integrated, omnichannel support model and a digital-first transformation powered by process improvement and resource optimization. Your focus will be to ensure a seamless member experience and to make every moment matter. Your scope spans the full member support ecosystem—digital, chat, AI, voice, social, email, ITMs and virtual branch (video), and outsourced resources—advancing customer satisfaction and financial health for members. What You’ll Do
Deliver on organizational strategies and elevate the performance of member support channels. Lead an enterprise member support strategy that streamlines interactions and delivers consistently exceptional experiences; champion frictionless journeys and continuous improvement grounded in member insight. Orchestrate omnichannel delivery across digital, chat, AI, voice, social, email, ITM/video, virtual branch, and outsourced channels; balance capacity with demand and ensure routing and response models meet service targets. Use data to learn fast, improve continuously, and coach the team to meet and exceed SLAs while advancing financial health for members. Act as a strategic advisor to the COO and a business partner across the enterprise; build and manage policies, procedures, practices, goals, and reporting that reinforce a compliant member experience. Proactively surface risk, invite discussion, and own outcomes to foster adaptability, resilience, and member loyalty. Advance automation and AI to scale personalized support; evaluate technologies and build business cases for investment to improve member and employee experiences. Review processes for efficiency and effectiveness; design short- and long-term structures aligned to strategic objectives; plan and manage budgets for areas of responsibility. What You’ll Bring to the Table
Required Qualifications Bachelor’s degree or equivalent work experience. Seven (7) years in a high-volume omnichannel member/customer support contact center (inbound, outbound, digital, video). Experience with omnichannel interaction delivery, routing, and contact center capacity planning. Deep knowledge of contact center tech (e.g., IVR, live chat, social, WFM, analytics, reporting/metrics). Strong strategic thinking, change leadership, project management, and stakeholder influence. Data-driven problem-solving with excellent communication, coaching, and conflict-resolution skills. Proficiency in Microsoft Word, Excel, and PowerPoint. S.A.F.E. registration eligibility. Preferred Qualifications Five (5) years in a leadership role within a high-volume omnichannel environment. Credit union or banking experience. Certified Credit Union Financial Counselor (CCUFC) designation. Why You’ll Love Working at Securityplus
Mission-Driven Organization:
You’ll be part of a credit union that’s focused on helping members and communities thrive. Competitive Salary & Benefits:
Competitive compensation plus retirement benefits, including a 401(k) with company contributions, health, dental, and vision coverage, and the opportunity to earn an annual performance bonus. Opportunities for Career Growth:
Internal development and opportunities for progression into new roles. Work-Life Balance:
We prioritize balance and well-being. Culture of Fun and Collaboration:
A team of passionate people who collaborate to make a positive impact. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties. Physical Demands and Work Environment This position involves typical office work; ability to sit for long periods, occasional standing, walking, reaching, talking, and hearing. May occasionally lift and/or move up to 25 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level is usually low to moderate. Ready to Help Us Reach New Heights? We’re looking for someone who’s ready to roll up their sleeves and drive our next phase of growth. If you're ready to make an impact and help drive our growth, we’d love to see your resume and/or cover letter. Tell us how your passion and experience will help elevate our growth strategy and why you’re excited about joining Securityplus.
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Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants. You will be an innovator, change agent, member champion, educator, coach, and collaborator who aligns products, services, education, and resources with member needs through an integrated, omnichannel support model and a digital-first transformation powered by process improvement and resource optimization. Your focus will be to ensure a seamless member experience and to make every moment matter. Your scope spans the full member support ecosystem—digital, chat, AI, voice, social, email, ITMs and virtual branch (video), and outsourced resources—advancing customer satisfaction and financial health for members. What You’ll Do
Deliver on organizational strategies and elevate the performance of member support channels. Lead an enterprise member support strategy that streamlines interactions and delivers consistently exceptional experiences; champion frictionless journeys and continuous improvement grounded in member insight. Orchestrate omnichannel delivery across digital, chat, AI, voice, social, email, ITM/video, virtual branch, and outsourced channels; balance capacity with demand and ensure routing and response models meet service targets. Use data to learn fast, improve continuously, and coach the team to meet and exceed SLAs while advancing financial health for members. Act as a strategic advisor to the COO and a business partner across the enterprise; build and manage policies, procedures, practices, goals, and reporting that reinforce a compliant member experience. Proactively surface risk, invite discussion, and own outcomes to foster adaptability, resilience, and member loyalty. Advance automation and AI to scale personalized support; evaluate technologies and build business cases for investment to improve member and employee experiences. Review processes for efficiency and effectiveness; design short- and long-term structures aligned to strategic objectives; plan and manage budgets for areas of responsibility. What You’ll Bring to the Table
Required Qualifications Bachelor’s degree or equivalent work experience. Seven (7) years in a high-volume omnichannel member/customer support contact center (inbound, outbound, digital, video). Experience with omnichannel interaction delivery, routing, and contact center capacity planning. Deep knowledge of contact center tech (e.g., IVR, live chat, social, WFM, analytics, reporting/metrics). Strong strategic thinking, change leadership, project management, and stakeholder influence. Data-driven problem-solving with excellent communication, coaching, and conflict-resolution skills. Proficiency in Microsoft Word, Excel, and PowerPoint. S.A.F.E. registration eligibility. Preferred Qualifications Five (5) years in a leadership role within a high-volume omnichannel environment. Credit union or banking experience. Certified Credit Union Financial Counselor (CCUFC) designation. Why You’ll Love Working at Securityplus
Mission-Driven Organization:
You’ll be part of a credit union that’s focused on helping members and communities thrive. Competitive Salary & Benefits:
Competitive compensation plus retirement benefits, including a 401(k) with company contributions, health, dental, and vision coverage, and the opportunity to earn an annual performance bonus. Opportunities for Career Growth:
Internal development and opportunities for progression into new roles. Work-Life Balance:
We prioritize balance and well-being. Culture of Fun and Collaboration:
A team of passionate people who collaborate to make a positive impact. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. Reasonable accommodation may be made to enable individuals with disabilities to perform essential duties. Physical Demands and Work Environment This position involves typical office work; ability to sit for long periods, occasional standing, walking, reaching, talking, and hearing. May occasionally lift and/or move up to 25 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level is usually low to moderate. Ready to Help Us Reach New Heights? We’re looking for someone who’s ready to roll up their sleeves and drive our next phase of growth. If you're ready to make an impact and help drive our growth, we’d love to see your resume and/or cover letter. Tell us how your passion and experience will help elevate our growth strategy and why you’re excited about joining Securityplus.
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