Serving The United Methodist Church for over a century; Wespath and its subsidiaries maintain one of the largest faith-based pension funds in the world, serving more than 100,000 active and retired clergy and lay employees of the Church. Wespath is an Equal Opportunity Employer that is committed to a diverse and inclusive company culture and does not discriminate against applicants and employees because of disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

In this hybrid role, reporting to the Managing Director of Customer Service, you’ll partner with three peer directors to ensure exceptional customer service and proper security of our benefit plan sponsor and participant information. Responsibilities include:

• Call Center Leadership - Lead the day-to-day operations of our 24-person call center, Customer Solutions, which helps plan participants and plan sponsors manage and utilize their retirement, health, and welfare benefits. The director has three direct reports and 21 indirect reports. This includes coaching employees and managing performance.

• Participant Satisfaction and Experience - Drive improvements for participant satisfaction and experience through insights from the annual participant survey, post-call surveys, and call data.

• In-bound Call Strategy - Develop and execute data-driven strategies to enhance the inbound call journey, improve service levels, and optimize call routing.

• IVR Design - Collaborate with cross-functional teams to build intuitive IVR flows that streamline the customer experience and reduce call handling time.

• Interaction Model Design - Work with peer directors to create an interaction model within the department for handling participant inquiries.

• Strategic and Organizational Projects - Represent the Customer Service department on strategic and organizational projects.

• Training & Development - Design, implement, and manage a comprehensive training program for call center agents, focusing on onboarding, soft skills, system tools, and ongoing coaching.

Director of Customer Solutions - Compensation and Benefits:

• Medical, dental, vision and well-being benefits from our HealthFlex Exchange on day one!
• 8% employer contribution to retirement plan with an additional match up to 2% on day one!
• 28 days of PTO + 12 paid holidays
• Hybrid work environment (Office is located in Glenview, IL; will need to be in office on Tuesdays and Wednesdays and as otherwise needed.)
• Free financial planning assistance from EY
• Paid parental leave
• Tuition reimbursement and other development opportunities
• The compensation range for this position is $170,000 - $190,000 with a bonus opportunity and customary benefits. Final compensation will be based on the hired applicant’s qualifications (education, training and/or experience related to this role), and as such, may fall outside the range shown.

#LI-JR1   #LI-Hybrid

Preferred Requirements/Qualifications:

• MBA or master’s degree in related discipline.
• Experience using NICE inContact and Salesforce.
• Strong knowledge of customer satisfaction metrics and survey tools
• Proven track record of leading multi-channel service teams, including voice, email, chat, and digital platforms
• Ability to analyze and present complex customer data and trends to executive leadership to inform decision-making