VP, Digital Member Solution Center

OUR LEADERSHIP PHILOSOPHY
At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

LEADERSHIP COMPETENCIES

Demonstrates Interpersonal Awareness & Skills
A cornerstone of our collaborative work environment, this competency emphasizes effective communication, relationship building, and teamwork. It also supports creating a positive work environment that values individual contributions and fosters teamwork. As a senior leader, you will set organizational standards for interpersonal excellence and promote a culture of open communication and teamwork at all levels.

Embraces Change & Learning
This competency focuses on adaptability, personal development, and the advocacy and embracing of progressive change. You will be challenged to explore continuous learning opportunities to achieve excellence and foster a culture of growth and innovation. As a senior leader, you will coach and develop managerial talent, encourage innovative fail-fast thinking, and lead by example while adapting to change. You will also translate organizational strategies into focuses and actionable goals while fostering a culture of continuous improvement and excellence.

Utilizes Critical & Creative Thinking
Underlining the importance of innovative problem-solving, challenging the status quo, and strategic thinking, this competency is vital for driving excellence and leadership. This competency challenges one to take initiative beyond one's immediate responsibilities. As a senior leader, you will demonstrate a comprehensive understanding of the business, contributing significantly to business strategy. You will also lead major organizational change initiatives, balancing team talents with their skills and effectively coordinating work across teams to promote positive change and strategic processes.

Takes Personal Ownership
This competency focuses on taking responsibility for performance goals, proactive collaboration, and accountability. It highlights the significance of each team member taking ownership of their role and contributions while demonstrating leadership qualities regardless of their position. As a senior leader, you will recognize and address organizational stress points, initiate and participate in leadership development opportunities, and act in the best interest of members and the organization, setting an example of integrity and professionalism.

POSITION SUMMARY
The Vice President, Member Care Solutions Center, provides strategic and operational leadership for all inbound and outbound member contact functions. The executive is accountable for building a high-performance team that delivers exceptional service, drives sales results, and meets or exceeds service-level agreements (SLAs) in alignment with the credit unions' mission to deepen member relationships and support financial wellness. They will oversee and coordinate the delivery of services to our members by
collaborating with member solutions managers, representatives, and the loan department to ensure a seamless experience. This role is divided into three categories: Sales/Service/Operations, SLA targets, and will strive to meet or exceed organizational benchmarks. The role is responsible for setting and executing the strategic vision and overall people leadership, and regulatory compliance for the team. The VP, Digital Member Care Solutions Center, will provide thought leadership, which will develop and execute a strategy aligned with the credit union's mission and achieve organizational, team, and individual performance outcomes.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

Service Operations
* Oversees all aspects of contact center operations, including staffing models, queue management, workforce forecasting, and scheduling.
* Drives a continuous improvement mindset through root-cause analysis of member complaints, escalations, and repeat contacts.
* Ensures all service interactions reinforce the credit union's brand promise and deepen trust and loyalty among members.
* Develops strong relationships with Lending, Wealth, and Consumer branch network.

Sales
* Provides ongoing sales coaching and develops member care representatives. Creates a culture that prioritizes member financial wellness over transactional volume.
* Collaborates closely with marketing, lending, and finance to set ambitious yet achievable annual sales goals. Monitors goals for the contact center, including loan originations, account openings, product cross-sell, and referral pipeline to branches and business lines.
* Develops and maintains incentive structures and recognition programs that motivate performance while reinforcing member-centric values.
* Spearheads initiatives related to new product development, focusing specifically on enhancing and innovating deposit programs and products to meet market demands and improve member satisfaction.

SLA Management Profitability and Results
* Defines, monitors, and continuously improves service level agreements across all contact channels.
* Develops real-time and historical reporting dashboards that provide timely insight into contact center KPIs.
* Establishes and maintains a performance management framework that ties individual, team, and department metrics to
strategic objectives.

People Leadership and Performance Discipline
* Leads, coaches, and develops member care team members, building depth, accountability, and execution capability.
* Builds and sustains a performance culture grounded in clarity, accountability, and consistent execution.
* Aligns leadership capability, operating norms, and incentives to support enterprise standards and sustained results.

JOB SPECIFICATIONS
* Executive-level leadership presence with the ability to influence across disciplines and at the board and executive levels.
* Strong strategic orientation with the ability to translate vision into operational execution.
* Deep analytical and insight-driven mindset; comfortable leveraging data to inform decisions and challenge assumptions.
* Proven ability to lead complex, cross-functional organizations through change and growth.
* Exceptional communication skills, both written and verbal, with the ability to inspire and align diverse audiences.
* Highly collaborative leader who builds trust, drives accountability, and fosters shared ownership of outcomes.

EDUCATION, TRAINING & EXPERIENCE
* Bachelor's degree in business administration, Finance, or related field, or equivalent work experience.
* 12-15+ years of experience in contact center management, sales, service, and SLA management
* Proven executive leadership experience, managing high-performing teams and influencing decision-making on wealth management strategy.
* Demonstrated experience leading a contact center, preferably within a credit union, community, or regional bank.

WORK ARRANGEMENT:
The working arrangement for this position is hybrid. Hybrid work is an opportunity to find the right balance between working in the office and remotely, especially if it supports individual success and the needs of our organization. Hybrid schedules are determined by the hiring manager based on business unit needs and may vary by department.

We know life doesn't pause when you're at work - and your benefits shouldn't either. At Lighthouse Credit Union, we offer real support for real life, with perks that help you stay healthy, grow your future, and take care of what matters most.

* Student Loan & Tuition Assistance - Whether you're paying off debt or going back to school, we help lighten the load.

* Employee Loan Discounts - Get access to lower rates on personal loans, just for being part of the team.

* Weekly Paychecks - Because waiting two weeks shouldn't be the norm.

* 401(k) with Employer Match & Profit Sharing - We invest in your future with generous contributions and immediate vesting.

* Lighthouse Leave Program - Paid time off for major life moments, from welcoming a child to caring for a loved one.

* Volunteer Time Off (VTO) - Give back to your community with paid time to serve.

* PTO + Paid Federal Holidays - Rest, recharge, and celebrate without worry.

* Balanced Schedule - All branches close by 5pm and on Sundays - no late nights or unpredictable shifts.

* Comprehensive Medical, Dental & Vision Plans - Coverage that starts quickly and fits your needs.

* HSA/FSA Options - Save pre-tax dollars for everyday health expenses.

* Discounted Pet Insurance - Because furry family members deserve care too.

* Employee Assistance Program (EAP) - Free, confidential support for life's challenges - available 24/7.

* Annual Bonus Program - Celebrate your wins, your teammates' successes, and the Credit Union's growth - together.

* Engagement Groups - Join communities like Pride at Work, Women in Leadership, Book Club, and more.

* Ongoing Training & Career Growth - We invest in your development from day one.

* Annual Summit & Team Outings - Celebrate wins and connect with coworkers across the organization.

LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER