Bilingual Spanish Member Service Manager - Call Center

Nusenda Credit Union•El Paso, TX

2d•Onsite

About The Position

Nusenda Credit Union is seeking a Bilingual Spanish Member Service Manager to join its El Paso Contact Center. The manager is responsible for the day-to-day work activities and performance of the Member Service Representative Team, ensuring exceptional member service across phone, email, and chat channels. The role oversees staff performance, including coaching, developing, and training employees; completing monthly performance reviews; addressing human resources issues; and reporting on department performance. The manager helps ensure members receive assistance with transactions, inquiries, problem resolution, and cross-selling of products and services. The position also oversees processes, procedures, staff operations, call quality, and call center performance metrics. The role requires open availability Monday through Saturday.

Requirements

Three to five years of similar or related experience.
Associate degree in Business Administration or a related field.
Bilingual Spanish.
Strong understanding of branch operations, including teller functions, consumer lending, and sales and service techniques.
Strong supervisory, technological aptitude, compliance, leadership, written communication, and verbal communication skills.
Employee development, performance management, training, and counseling skills.
Strong analytical and problem-solving skills, exceptional member service skills, and adaptability.
Proficiency in Microsoft Office products and internal transaction-processing systems and applications.
Open availability Monday through Saturday.

Responsibilities

Oversee delivery of member service through phone, chat, email, and other channels.
Assist members with transactions, inquiries, problem resolution, and cross-selling products and services while meeting service expectations.
Ensure appropriate processes and procedures are followed and revised to support efficient and effective operations.
Oversee daily staff operations; hire, train, direct, develop, and evaluate employees within the department.
Conduct team meetings and monitor calls for quality.
Ensure call center performance metrics are met, including call quality, mystery shop, productivity, AUX usage, service levels, abandon rates, employee satisfaction, and member satisfaction.
Coach, develop, and train employees; complete monthly performance reviews and address human resources issues.
Prepare department performance reporting.