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Robin Jurkowski Email & Phone Number
Director of Operations
at
ELCA Federal Credit Union
LinkedIn matched
✓ Verified Jun 2026
3 data sources
Profile completeness 86%
Current company
Role
Director of Operations
Location
Greater Chicago Area, United States, United States
Company size
Who is Robin Jurkowski? Overview
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Quick answer
Robin Jurkowski is listed as Director of Operations at ELCA Federal Credit Union, a company with 4 employees, based in Greater Chicago Area, United States, United States. AeroLeads shows a matched LinkedIn profile for Robin Jurkowski.
Robin Jurkowski previously worked as Director of Customer Experience at Visual Comfort & Co. and Associate Vice President Contact Center at Ardeo Education Solutions. Robin Jurkowski holds Mba, Masters Of Business Administration from Lake Forest Graduate School Of Management.
Company email context
Email format at ELCA Federal Credit Union
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ELCA Federal Credit Union
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Profile bio
About Robin Jurkowski
Strategic operations leader offering successful experience in Contact Centers, Customer Service/Support Leadership, Customer Experience, Net Promoter Score Implementation, and Process Improvement. A change leader who has turned multiple low-performing contact centers into efficient and high-quality service centers without adding headcount or budget. Improved productivity by 45% within the first 6 months at my most recent contact center. Improved effectiveness by 10% shortly thereafter.Demonstrates people-focused leadership, building teams of engaged employees and arming them with customer service skills that drive customer loyalty and revenue. Identifies and cultivates leadership talent, creating career pathing for talent retention and succession planning for my organizations. Implemented multiple Net Promoter Score (Customer Loyalty) programs, creating data-driven continuous improvement through Voice of the Customer. Each of these programs has demonstrated top-performing results. My most recent program increased NPS by 16 points through Voice of the Customer data, change and process management, and intradepartmental collaboration.
Current workplace
Robin Jurkowski's current company
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Elca Federal Credit Union
17 roles · 31 years
Robin Jurkowski work experience
A career timeline built from the work history available for this profile.
Director Of Customer Experience
Associate Vice President Contact Center
Responsible for leading a team of outbound callers to educate incoming college students and their families about the benefits of Loan Repayment Assistant Programs. Increased productivity by 45% within the first 6 months. Implemented text communication to offer students and families choices in communication methods. Implemented AI tools to improve quality.
Nov 2021 - Feb 2024
National Director Of Customer Success
Responsible for managing customer and regulatory complaints and the customer service call center for the 7th largest mortgage company in the U.S.
Apr 2020 - Nov 2021
Director Customer Care
Responsible for building and leading Net Promoter Program to improve student and faculty experience for universities nationwide. Oversaw the Service Quality Assurance program, including assessment, coaching, and training of Help Desk team. Responsible for all reporting for clients participating in Help Desk services. Management of client relationships and.
Jun 2015 - Apr 2020
National Manager, Member Relations And Service Quality
Directed operations of the Member Contact Center and continually exceeded all service goals. Directed the Relationship Advisory Team – a team of service advisors who support the Contact Center and Branch Network. Directed operations of the Member Engagement Team – a high-level Member Service responsible for handling escalated issues and complaints.
Oct 2011 - Feb 2015
National Manager, Service Quality & Relationship Strategies
Managed the Member Engagement Team: high-level Member Service professionals responsible for handling escalated issues and complaints. Represented the Office of the President for escalated service issues. Partnered with Contact Center Management to drive culture change, introduce Needs Based Selling, and manage vendor partners.
Jan 2011 - Oct 2011
Key Sponsor Relationship Manager
Managed relationships with several key national Select Employer Groups. Targeted and signed on national sponsor companies. Planned and designed custom membership and product campaigns for assigned national SEGs. Introduced credit union services to sponsor group employees via onsite events and marketing.
Dec 2009 - Jan 2011
Vice President, Member Services - Contact Center
Led contact center operations for the Midwest Region for a $9 Billion financial Institution across multiple sites. Increased productivity in the department by 30% within the first five months. Served on conversion team for primary member- and staff-facing system.
May 2008 - Dec 2009
Director, Member Service
Developed, educated, and communicated service metrics and strategy across the organization. Directed operations for the Member Relations contact center, Bilingual Sales and Service contact center, Research and Disputes help desk, Organizational Support department, and Private Banking department. Designed and implemented Net Promoter Score program to.
2006 - 2008
~2 yrs
Manager, Member Relations
Managed a customer service contact center and a Research and Disputes help desk for high-level customer service issues for a $1 billion Credit Union. Had simultaneously received C-SAT scores of 94% Top-Box Satisfaction, increased service level by 27%, decreased department abandon rate by 44%, increased sales dollars by 91%, and improved employee survey.
2003 - 2006
~3 yrs
Internal Consultant, Project Mvp
Documented, analyzed and redesigned each workflow and process in every department of BCU, creating greater efficiencies and lower expenses. Created detailed project plans to implement accepted recommendations. Trained department managers on methodology, project management and benefit calculation. Exceeded project goal of finding $1 million in.
2002 - 2003
~1 yr
Supervisor, Member Relations
Managed a 20-person customer service call center and a 5-person bilingual sales and service force. Managed scheduling and staffing levels to efficiently provide world-class customer service. Assisted in the design and implementation of a scientific daily tracking system for individual and departmental performance towards meeting quality and service goals.
2001 - 2002
~1 yr
Underwriting Specialist
Made credit decisions on auto, home equity, credit card and signature loans.
2000 - 2001
~1 yr
Business Development Associate
Planned and implemented the roll-out of Credit Union services to new Sponsor Employee Groups. Created, planned, designed, and implemented direct mail promotions to increase membership. Planned and oversaw on-site promotions at sponsor facilities.
1998 - 2000
~2 yrs
Senior Sales Associate
Served as consultant and loan officer to members on Auto, Home Equity, Credit Card et al loans. Consistently exceeded monthly sales goals, often the top producer in the department. Participated in on-site promotions of the Credit Union to expand membership.
1997 - 1998
~1 yr
Retail Banker
1995 - 1997
~2 yrs
2 education records
Robin Jurkowski education
Mba, Masters Of Business Administration
Lake Forest Graduate School Of Management
B.S., Marketing And International Business
Illinois State University
FAQ
Frequently asked questions about Robin Jurkowski
Quick answers generated from the profile data available on this page.
What company does Robin Jurkowski work for?
Robin Jurkowski works for ELCA Federal Credit Union.
What is Robin Jurkowski's role at ELCA Federal Credit Union?
Robin Jurkowski is listed as Director of Operations at ELCA Federal Credit Union.
Where is Robin Jurkowski based?
Robin Jurkowski is based in Greater Chicago Area, United States, United States while working with ELCA Federal Credit Union.
What companies has Robin Jurkowski worked for?
Robin Jurkowski has worked for Elca Federal Credit Union, Visual Comfort & Co., Ardeo Education Solutions, Guaranteed Rate, and Collegis Education.
How can I contact Robin Jurkowski?
You can use AeroLeads to view verified contact signals for Robin Jurkowski at ELCA Federal Credit Union, including work email, phone, and LinkedIn data when available.
What schools did Robin Jurkowski attend?
Robin Jurkowski holds Mba, Masters Of Business Administration from Lake Forest Graduate School Of Management.
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