Director, Virtual Communication Center

About the role

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary

The Director, Virtual Communication Center (VCC), makes a difference in our members' lives by leading the performance, culture, and evolution of Wellby's digital and remote service channels. Responsible for the Contact Center, eBranch, Digital Interaction, and Virtual Interaction Quality teams, this leader drives operational excellence, develops high-performing talent, and ensures members receive seamless, best-in-class experiences across every virtual touchpoint.

Reporting to the Vice President of the Virtual Communication Center, the Director collaborates with Branches, Lending, Fraud, Digital Experience, and other key areas to deliver consistent, member-focused solutions. This role drives strategic innovation, compliance, and service excellence to ensure the VCC anticipates member needs, embraces new technologies, and upholds Wellby's mission and values.

Principle Duties and Responsibilities.

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.
• Leadership & Strategy
• Inspire, coach, and develop leaders across Contact Center, eBranch, Digital Interaction, and Virtual Interaction Quality teams to deliver outstanding member and team member experiences.
• Attract, hire, and retain high-performing talent, building a culture of accountability, teamwork, and innovation.
• Conduct quarterly professional development conversations with direct reports, focusing on growth and future readiness.
• Champion organizational change, ensuring smooth adoption of new processes and technologies.
• Monitor industry trends, evolving fraud techniques, and emerging technologies to inform the VCC vision and roadmap.
• Drive the adoption of innovative solutions (AI, biometrics, omnichannel platforms, WFM/QM platforms) that enhance efficiency, compliance, and service quality.
• Act as a subject matter expert and trusted advisor in enterprise-wide initiatives impacting member interactions.

Member Experience

• Ensure consistent delivery of seamless, high-quality service across all virtual channels, including phone, chat, secure messaging, and digital interactions.
• Partner with Branches, Lending, Wealth, Fraud, and other business lines to strengthen cross-channel collaboration and ensure members experience a unified Wellby journey.
• Leverage of member feedback, quality insights, and data to identify opportunities for improvement and deliver best-in-class experiences.

Team Member Experience

• Create an inclusive, engaging, and supportive environment where team members feel empowered to perform at their best.
• Provide clarity on how each role contributes to member and organizational success.
• Lead recognition efforts, professional development initiatives, and cross-functional leadership teams to support long-term career growth and retention.

Contact Center Oversight

• Provide strategic leadership for inbound and outbound phone operations, ensuring excellence in member service, account support, and discovery conversations that uncover member needs.
• Strengthen collaboration with the eBranch to create seamless experiences when fulfilling new memberships, lending solutions, and wealth management referrals.
• Ensure bilingual (English/Spanish) service delivery across all phone-based interactions to meet the needs of a diverse membership.
• Oversee teams responsible for fraud dispute intake and member service processing, ensuring these functions operate with efficiency, accuracy, and strong risk management practices.
• Drive continuous improvement across contact center operations through effective leadership, accountability, and innovation.

Digital Interaction Oversight

• Provide vision and leadership for digital member interaction channels, including live chat and secure messaging, ensuring consistent, high-quality experiences.
• Establish performance standards and hold teams accountable for meeting service expectations across all digital touchpoints.
• Partner strategically with Product, Technology, and Digital Experience teams to evolve the online member journey and integrate innovative solutions that enhance convenience, security, and satisfaction.

Virtual Interaction Quality & Escalation Management

• Provide strategic direction for quality assurance across all VCC channels, ensuring a culture of continuous improvement and accountability.
• Oversee the Elevated Member Service function, ensuring escalations and complex member concerns are resolved with consistency, fairness, and in alignment with Wellby's service standards.
• Leverage quality insights and performance trends to inform coaching, process enhancements, and enterprise-level improvements in member experience.

eBranch Oversight

• Provide strategic leadership for eBranch operations, including wire processing, new membership and account opening, and lending fulfillment.
• Ensure eBranch teams deliver efficient, compliant, and member-focused experiences while upholding rigorous fraud prevention and risk management standards.
• Drive collaboration with Contact Center and other business lines to create seamless handoffs and unified service delivery across channels.

Performance, Reporting & Innovation

• Accountable for the performance of the VCC against established KPIs, including service levels, quality, and efficiency.
• Utilize dashboards and data insights to guide decision-making and recommend improvements to executive leadership.
• Ensure compliance with regulatory requirements and internal policies.

Cross-Functional Collaboration

• Build and maintain strong partnerships with Branches, Collections, Payment Processing, Accounting, Digital Experience/I.T., Lending, and Project Management.
• Collaborate across the enterprise to streamline processes, eliminate silos, and ensure consistent outcomes.
• Represent the VCC in cross-functional projects, ensuring member and operational perspectives are incorporated into organizational initiatives.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, general operating policies and procedures, and credit union best practices.
• Knowledge of general office practices and procedures, business English, spelling, punctuation, and arithmetic.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Knowledge of personal computers and proficiency utilizing Microsoft Office Suite products or related software.
• Knowledge of contact center operations, digital banking channels, and fraud prevention.
• Knowledge of new account opening, lending fulfillment, and wire processing practices
• Knowledge of contact center platforms (IVR, WFM, QA, omnichannel routing), CRM, and digital interaction systems
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in data organization and implementation into readable formats and spreadsheets.
• Skilled in effective verbal and written communication to prepare and conduct presentations, training seminars, and workshops.
• Skilled in interpersonal skills for exchanging accurate information across diverse audiences.
• Skilled in above-average analytical and reasoning abilities.
• Skilled in solid influence skills.
• Ability to assess business and member needs and implement successful solutions using creativity, innovation, and judgment.
• Ability to communicate information and ideas so others will understand.
• Ability to initiate, develop, and maintain strong, effective relationships.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to be trustworthy and act with integrity.
• Ability to work collaboratively and openly share ideas as part of a cross-functional team.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, deal effectively with the public, and establish and maintain effective working relationships with other team members.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to motivate others and to work in a large, cross-functional team dynamic.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to provide excellent time management skills with a proven ability to meet deadlines.
• Ability to provide strong analytical and problem-solving skills.
• Ability to exercise independent judgment.

The team member has supervisory responsibilities

Complexity & Scope of Work

• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with Wellby's policies and procedures.
• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member uses independent judgment in making decisions.
• Courses of action are determined by established procedures and/or the VP, Virtual Communication Center.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting, standing, reaching, and grasping; operating computers and other office equipment; moving about the office; and attending possible onsite and offsite meetings.
• The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an adequately cooled, heated, lighted, and ventilated area.

Minimum Qualifications

• A bachelor's degree in business administration, communications, or a related field is required.
• Minimum five (5) - seven (7) years in a contact center or digital banking environment required.
• Minimum three (3) years of supervisory experience is required.
• An equivalent combination of education and experience may substitute for stated qualifications.
• Experience with fraud prevention in account opening and wire processing preferred.
• Bondable

For All Candidates

This is a Full-Time, Salary (exempt) | Emergency Classification: Non-essential