AmeriCU Credit Union
Regional Director/AVP Virtual Services
AmeriCU Credit Union, Air City, New York, United States
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Regional Director/AVP Virtual Services
role at
AmeriCU Credit Union This range is provided by AmeriCU Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$108,373.00/yr - $135,466.00/yr Regional Director, AVP Virtual Services Location: Rome, NY 13441 Status: Exempt Starting Salary Range $108,372.95 to $135,466.19 actual starting rate would depend on experience. Who Are We? AmeriCU is a not-for-profit credit union based in Rome, NY with assets in excess of $2.7 Billion and serving a membership base of over 170,000 members across Central New York, the United States, and beyond.
For 75 years we have been committed to our members, our employees, and our communities. Consistent With The Credit Union Mission Of Building Connections And Providing Our Members With The Right Financial Services To Live Life, Dream Big And Achieve Financial Success, The Regional Director/ AVP Virtual Services Will Oversee the operational performance, financial performance, service delivery, and team development in the contact center, including the Virtual Financial Center, Call Center and Outbound Teams. Empower each division manager to lead, direct and supervise operations of their departments along with all other functional roles and responsibilities. Accept that work is subject to review and/or audit on a no-notice basis by Management, Supervisory Committee, auditors and/or Federal examiners. Support other teammates within the Credit Union, acting as a role model for the MVP-1 Team culture. Roles & Responsibilities Direct and oversee the Management of the operations of the Contact Center, including Call Center, Outbound, and Virtual Branch. Maintain expert knowledge of phone systems and third-party vendors (Glia & Posh, Illuma, Fresh Desk); collaborate with MTS and Operations to optimize system performance. Review and improve internal processes to ensure exceptional member service. Identify efficiency opportunities and collaborate with Transformation and Operations teams. Promote professional growth through structured feedback and performance reviews. Monitor KPIs (abandonment rate, service levels, production goals, member experience) and prepare monthly board reports. Make data-informed decisions to support strategy and enhance member outcomes. Prepare and manage the Contact Center annual budget; analyze variances. Collaborate with peers and senior management on strategic initiatives and organizational performance. Promote AmeriCU’s values and strategic goals. Ensure compliance with the SAFE Act and internal procedures Any other duties needed to help drive our vision, to fulfill our mission and abide by AmeriCU’s values. Why AmeriCU? Come grow with us! Benefits Competitive rates on our Medical, Dental and Vision plans Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans Paid Holidays Paid Time off – Vacation, Personal or Sick and Birthday Employee Appreciation Events 401(k) Matching after 1 year of employment Employee Assistance Program Tuition Reimbursement for Full-time employees after 1 year of employment Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees Enhanced Short Term Disability – at no cost to you! An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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Regional Director/AVP Virtual Services
role at
AmeriCU Credit Union This range is provided by AmeriCU Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$108,373.00/yr - $135,466.00/yr Regional Director, AVP Virtual Services Location: Rome, NY 13441 Status: Exempt Starting Salary Range $108,372.95 to $135,466.19 actual starting rate would depend on experience. Who Are We? AmeriCU is a not-for-profit credit union based in Rome, NY with assets in excess of $2.7 Billion and serving a membership base of over 170,000 members across Central New York, the United States, and beyond.
For 75 years we have been committed to our members, our employees, and our communities. Consistent With The Credit Union Mission Of Building Connections And Providing Our Members With The Right Financial Services To Live Life, Dream Big And Achieve Financial Success, The Regional Director/ AVP Virtual Services Will Oversee the operational performance, financial performance, service delivery, and team development in the contact center, including the Virtual Financial Center, Call Center and Outbound Teams. Empower each division manager to lead, direct and supervise operations of their departments along with all other functional roles and responsibilities. Accept that work is subject to review and/or audit on a no-notice basis by Management, Supervisory Committee, auditors and/or Federal examiners. Support other teammates within the Credit Union, acting as a role model for the MVP-1 Team culture. Roles & Responsibilities Direct and oversee the Management of the operations of the Contact Center, including Call Center, Outbound, and Virtual Branch. Maintain expert knowledge of phone systems and third-party vendors (Glia & Posh, Illuma, Fresh Desk); collaborate with MTS and Operations to optimize system performance. Review and improve internal processes to ensure exceptional member service. Identify efficiency opportunities and collaborate with Transformation and Operations teams. Promote professional growth through structured feedback and performance reviews. Monitor KPIs (abandonment rate, service levels, production goals, member experience) and prepare monthly board reports. Make data-informed decisions to support strategy and enhance member outcomes. Prepare and manage the Contact Center annual budget; analyze variances. Collaborate with peers and senior management on strategic initiatives and organizational performance. Promote AmeriCU’s values and strategic goals. Ensure compliance with the SAFE Act and internal procedures Any other duties needed to help drive our vision, to fulfill our mission and abide by AmeriCU’s values. Why AmeriCU? Come grow with us! Benefits Competitive rates on our Medical, Dental and Vision plans Generous contribution to your Health Savings Account, if you choose to enroll in one of AmeriCU’s High Deductible Health plans Paid Holidays Paid Time off – Vacation, Personal or Sick and Birthday Employee Appreciation Events 401(k) Matching after 1 year of employment Employee Assistance Program Tuition Reimbursement for Full-time employees after 1 year of employment Life Insurance & Accidental Death & Dismemberment Insurance, free to all Full-time employees Enhanced Short Term Disability – at no cost to you! An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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