Alliant Credit Union

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Director, Member Care Center

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Start a Rewarding Career with Alliant

What will your day look like?

You will be responsible for the strategic leadership and oversight of Alliant’s telephone channels and related phone functions. The incumbent is responsible for the overall direction of the call center to ensure an outstanding member experience, improved call efficiency, low abandonment, increased share of wallet and employee product knowledge, training and engagement.

The phone channel serves as the primary “branch” for the High Digital Transactor segment and PIM target market segment, which are the market segments critical to Alliant’s long-term strategy success. Resources to do the job require superior critical thinking skills, performance management and employee development practices with comprehensive experience in call center technologies and practices. The Director, Member Care must be passionate about the voice of the member and enhancing the member experience.

Responsibilities

Do you see yourself doing this?

Set the standards and guidelines of the Member Care Center function to continually enhance operations, team performance and member experience
Champion member success measurements and service level agreements that properly monitor success for the member care center
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Leverage customer insights and root cause analytics to identify companywide improvements and present these to Senior Stakeholders
Work effectively with peers and influence member improvements to drive an effective member experience
Work collaboratively with marketing team to ensure messaging and brand alignment
Monitor call industry sales and service trends and seek out best practices to enhance service and sales excellence, with focus on leading a best in class contact center
Accountable for ensuring full regulatory compliance and legal requirements are adhered to through required standards and processes while ensuring that all risk issues and events are comprehensively captured and closed within established target dates
Develop improvements, embed change to continually enhance the member experience
Accountable for ensuring a high quality, consistent and compliant member experience
Ensure staff is licensed for both P&C and NMLS licensing and CE requirements are met
Lead the Member Care Center team in fostering positive member relationships via phone and IVR interactions
Oversee vendor relationships for overflow/afterhours partnership, sales tracking and referral systems, and other related partnerships that enable service and relationship excellence
Develop and analyze key metrics to ensure individual and team goals are met while being accountable for improving key customer metrics such as NPS, call quality and operating costs
Empower and engage care center leaders to develop a highly-skilled team of sales and service consultants to provide tailored product recommendations and meaningful advice to existing and prospective members
Lead the member communication strategy within the Member Care Center and ensure all communications effectively represent the Alliant brand
Establish the Member Care business plan which is designed to grow balances and deepen existing member relationships through product cross-sales and targeted member solutions; this includes the establishment of sales goals and incentive plans
Establish objectives, set goals and hold people accountable through clear, effective, timely and constructive feedback
Drive a consultative approach within all interactions with members to drive satisfaction while deepening share of wallet, where appropriate
Provide business vision by creating imagery and transparency in the possibilities, opportunities and direction of the future
Demonstrate courage, ability and agility to understand and address organizational transition in real-time; establishing expectations for the unexpected
Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth
Champion Employee/Internal Customer Engagement, employee development and all cultural hallmarks through a strong leadership signature and a growing command of Alliant’s leadership competencies
Continually assess and provide discerning development, insightful coaching and talent utilization/optimization of subordinate leaders of others
Apply High Performance Management practices in leading an engaged workforce in order to effectively leverage the full potential and talent of the function
Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis
Lead people and system resource optimization strategy and make certain achievement of optimal service levels

Qualifications

What makes you a great fit?

You’ll be a great fit if in addition to the Completion of a Bachelor’s degree in Communications, Marketing or a related field, required, Master’s degree preferred, and you have:

10+ years’ experience in a senior leadership role within a call center, required
Experience working in financial services or other regulatory industries, preferred
Superior written and verbal communication skills, required
Excellent presentation and facilitation skills, required
High professional standards regarding relationship management, collaboration, internal and external customer service, required
Ability to manage multiple priorities and meet deadlines in a fast-paced environment as a collaborative, inclusive, and flexible team member
Strong analytical, problem-solving, critical thinking and decision making skills
Strong strategic, creative and conceptual abilities
Exceptional follow-through and project management skills
Proficient with Microsoft Office Products: Word, Excel, Outlook and PowerPoint
Flexibility in work hours and availability, especially during major projects

When you’re happy, we’re happy!

As a thank you for joining our team, you’ll benefit from:

Competitive medical, dental, and free vision benefits
Competitive compensation plan
Contributions towards gym memberships
Generous PTO and banking holidays off

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Calli Cardillo

Director, Technical Strategy & Portfolio Management

PUTTING PEOPLE FIRST

Propelling product forward through teamwork

Cardillo oversees enterprise execution for digital products at Alliant. To this end, her team has been rapidly growing and building out new processes and changes to products designed to enhance customer experience. She credits her team with being her number one asset in approaching these goals. “Happiness in teams leads to top output,” Cardillo said. To encourage a happy and healthy team environment, they align on individual development plans. Employees are encouraged to join ERGs, explore their strengths and pursue training and certification programs.

I feel genuinely supported by the team I work with. It is so rewarding to celebrate successes as a team when you can directly see and feel the impact from how hard everyone is working.

Crystal Luna

Director, Banking Operations

EMPOWERING EMPLOYEES

Inviting contributors to take the lead

Since joining Alliant in 2006, Luna has experienced the company’s focus on professional development first hand, advancing through several roles into a senior leadership position. “My approach to leadership has always been to take my team along for the ride,” Luna said, noting that she celebrates the successes of direct reports that move into managerial positions. As the founder of EMPOWER, Alliant’s Black professionals ERG, Luna is committed to creating leadership opportunities for a diverse workforce and ensuring the company is an equitable and inclusive place that elevates its employees.

I take a supportive role and allow my team members to take the lead. This showcases their talents to others in the organization and gives them the confidence to take on bigger roles and responsibilities.

Sean Briscoe

Director, Credit Product Strategy & Analytics

PRODUCING FINANCIAL WELLBEING

Developing tech in service of people

Briscoe was initially excited to join Alliant for two reasons: its forward-thinking digital-first approach to lending and its commitment to serving members as a nonprofit organization. His team recently set its sights on improving Alliant’s flagship Visa Cashback Signature Card, working with product, marketing, compliance and technology teams to enhance member experience. “We continue to find new opportunities for growth and new ways to serve our members,” Briscoe said. “The team at Alliant is engaged, energized, self-motivated and always member-focused.”

Everything I do helps improve the financial lives of our members, and each one of my ideas is heard and taken seriously.

What are Alliant Credit Union Perks + Benefits

Alliant Credit Union Benefits Overview

Alliant constantly works on improving its Employee Value Proposition. Our Human Capital Group team seeks ongoing employee feedback to continue to raise the bar on employee-focused benefits, making updates to the existing and adding new benefits every year.

Culture

Volunteer in local community

Alliant offers 8 hours of paid volunteer time benefit for all employees.

Partners with nonprofits

To execute on our mission of Bridging the Digital Divide, Alliant has partnered with PCs for People, Connected Nation, DiGiTunity and the National Digital Inclusion Alliance.

Open door policy

OKR operational model

Team based strategic planning

Flexible work schedule

Alliant provides employees with a flexible work schedule that includes Flexible start and end times.

Remote work program

Since the pandemic began, all non-essential job functions have been remote 100%.

Diversity

Documented equal pay policy

Dedicated diversity and inclusion staff

Highly diverse management team

Mandated unconscious bias training

Alliant provides our leaders and employees with unconscious bias, psychological safety and inclusive mindset training.

Diversity manifesto

Diversity employee resource groups

Alliant supports employee resource groups. At this time, employees created INCLUDE, a women's resource group and ALL, an LGBTQ+ employee resource group, and EMPOWER black employees' resource group.

Hiring practices that promote diversity

At Alliant, we ensure that we have a diverse candidate slate for every role for which we hire and that our interview panels are also diverse.

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

Alliant employees can contribute up to $2,750 annually to their Health Care FSA and $5,000 to their dependent care FSA.

Disability insurance

Company provides Short Term Disability benefit payable for up to 13 weeks as well as Long Term Disability insurance that covers 66.67% of your monthly earnings up to $10,000 monthly maximum payout.

Dental insurance

Preventive services covered at 100%, Basic services covered at 80%; Major restorative services covered at 50%; Orthodontics covered at 50%

Vision insurance

Alliant offers free vision benefits to its employees and their dependents. The vision benefits plan covers 100% for annual eye exams after a $10 copay and $150 for glasses and contacts.

Health insurance

Alliant provides a choice of two medical plans. If you elect a medical plan, you are automatically enrolled in an HSA where Alliant contributes funds to help you pay for your out-of-pocket expenses.

Life insurance

Basic Life insurance and Accidental Death & Dismemberment is equal to 1 times an employee's annual salary. Employees can also purchase Voluntary Life insurance for themselves and their dependents.

Pet insurance

Our pet insurance policy covers up to %90 of out of pocket expenses.

Wellness programs

With Alliant's wellness reimbursement program, each employee receives up to $35 per month (non-cumulative) to spend on wellness activities and discounted wellness services through ThrivePass.

Mental health benefits

Alliant employees get free access to ComPsych, Calm and myStrength apps and services.

Financial & Retirement

401(K)

Alliant offers a 401(k) plan administered through Fidelity where employees can contribute up to 60% of eligible compensation to the annual IRS limit.

401(K) matching

We match 100% of contributions up to the first 5% of an employee's annual gross pay. eligible salary. You will be 100% vested in these contributions right away.

Performance bonus

In the last years, Alliant’s bonus payouts were above 100%.

Charitable contribution matching

The Alliant Credit Union Foundation also matches employee donations made to non-religious, non-political 501(c)(3) organizations up to a total of $1,000 per person per calendar year.

Child Care & Parental Leave Benefits

Generous parental leave

We provide up to 6 weeks of parental leave for the primary and secondary caretakers.

Family medical leave

Employees who have been with the company for 12 months are eligible for up to 26 weeks of family medical leave.

Vacation & Time Off Benefits

Unlimited vacation policy

Generous PTO

Our employees receive between 21 and 31 days per year of paid time off based on years of service. Alliant also offers a Flexible Time Off (unlimited time off) policy for Sr. Managers and above.

Paid volunteer time

Our employees receive 8 hours per year of paid volunteer time.

Paid holidays

Office Perks

Commuter benefits

Employees can withhold up to $280 per month pre-tax for transit expenses and up to $280 per month pre-tax for parking expenses.

Company-sponsored outings

Alliant hosts between 4 and 6 major employee events in a year, including the Annual Volleyball Tournament, annual summer party and employee appreciation day celebration.

Free snacks and drinks

Currently, Alliant offers free snacks, free hot beverages and bottled water during the day, free lunch/food events on occasion and bi-weekly free fruit.

Some meals provided

Fitness stipend

Alliant reimburses its employees up to $35 per month for gym, health and fitness services and activities.

Professional Development Benefits

Job training & conferences

Alliant offers employees professional development opportunities like Annual individual budget for training, onsite training courses and the ability to attend job-related conferences and seminars.

Tuition reimbursement

We offer up to $5,250 annually for continuing education through our tuition reimbursement benefit.

Lunch and learns

Alliant hosts lunch and learn and hour with the leader meetings once per quarter, giving our employees to hear from our executive and senior leadership teams.

Promote from within

Continuing education stipend

We offer up to $5,250 annually for continuing education through our tuition reimbursement benefit.

Online course subscriptions available

Customized development tracks

Paid industry certifications

Additional Perks + Benefits

Alliant constantly works on improving its Employee Value Proposition. Currently, Alliant offers free snacks, free hot beverages and bottled water, free lunch/food events on occasion, personal concierge service, on-site package/mailing service, massage therapy, discounted ticket sales, car wash, dry cleaning, convenience store, vehicle maintenance, banking and a gym at our headquarters location.

Our company works hard to create a work environment that allows our employees to maintain a healthy work/life balance. We encourage our employees to take advantage of flexible hours and offer an option to work remotely. Alliant also offers a very generous PTO package, which starts new employees with 21 PTO days annualized in their first year of employment.

The well-being of our employees and their families translates to productivity and commitment to their jobs. That is why we constantly work on launching new benefits that will help them find the best medical care at the lowest cost and get the help they need with convenience and without unnecessary stress.

View full list of perks + benefits

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