Assistant Manager, Member Experience

Wright-Patt Credit Union • Beavercreek, OH

4d • $57,595 - $86,382

About The Position

The Assistant Manager, Member Experience is responsible for supervising and leading the daily operations of member experience activities within the Member Help Center. The Assistant Manager is also responsible for coaching and developing partners to deliver extraordinary member service for members and partners via remote delivery channels (telephone, mobile, web, and e-mail. Maintaining consistent communication and training expectations for each partner on their team throughout the Member Help Center and assuring partners are providing members with simply extraordinary service while consistently achieving Wright-Patt Credit Union’s high service standards within a fast paced, high call volume environment.

Requirements

• Supervising and leading daily operations of member experience activities.
• Coaching and developing partners to deliver extraordinary member service via remote channels.
• Maintaining consistent communication and training expectations.
• Assuring partners provide extraordinary service and achieve high service standards.
• Working in a fast-paced, high call volume environment.
• Driving team performance, continuous improvements, and operational efficiencies.
• Staff scheduling and monitoring adherence.
• Preparing monthly reports and quality monitoring.
• Reviewing key success metrics and measurements.
• Ensuring continued professional growth of partners through observation and coaching.
• Using Individual Development Plans or Corrective Actions.
• Mentoring, coaching, observing, and supporting professional development.
• Meeting Key Performance Indicators and established member experience standards.
• Ensuring business units operate efficiently and reliably.
• Ensuring compliance with applicable laws, regulations, and rules.
• Maintaining appropriate operating controls to mitigate risk.
• Maintaining appropriate staffing levels with well-trained and motivated partners.
• On-boarding new Member Experience Representatives.
• Providing quality on-the-job training.
• Maximizing partner engagement.
• Modifying partner schedules using workforce optimization tools and reports.
• Using forecasting tools and labor allocation methods.
• Developing and executing annual objectives, goals, and strategies.
• Resolving escalated member and partner inquiries.
• Handling escalated issues and member concerns.
• Developing and monitoring implementation of operating plans, success measurements, and processing efficiencies.
• Acting as a liaison to other WPCU Departments.
• Increasing inter-departmental communication.
• Identifying relationship building opportunities.
• Making recommendations to improve member experience through collaboration.

Responsibilities

• Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives. Activities include but are not limited to staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics and measurements for the call center partners.
• Ensure continued professional growth of partners through consistent observation, coaching, review of performance & achievement of goals using Individual Development Plans or Corrective Actions when applicable. Mentor, coach, observe and support the professional development of the partners.
• Lead the Member Help Center to consistently meet Key Performance Indicators and established member experience standards providing members with extraordinary service. Results are measured through NPS, call quality monitoring scores and contact center metrics. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level.
• Maintain appropriate staffing levels with well trained and motivated partners. Continued on-boarding of new Member Experience Representatives, provide quality on the job training through stratification and maximizing partner engagement in alignment with the credit union’s culture and values. Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods.
• Assist with developing and executing annual objectives, goals, and strategies for the Member Experience Representatives. Drive team performance, resolve escalated member and partner inquiries. Handle escalated issues and member concerns assigned back to the MHC from Specialty Services to ensure member satisfaction. Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies.
• Act as liaison to other WPCU Departments, increasing inter-departmental communication, identifying relationship building opportunities and making recommendations on how to improve member experience by collaborating with other areas.
• Perform other duties as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed