Director, Member Services

MIT Federal Credit Union • Cambridge, MA

9d

About The Position

The Director, Member Service is responsible for overseeing the day-to-day operation of the Contact Center including the Contact Center Representatives and the Virtual Teller Staff. This person is responsible for achieving established service and business objectives; educating, developing, coaching and training employees; initiating efficient systems and operations improvements; and providing outstanding service to MITFCU membership. This position will call for working closely with Branch Managers, working on project teams, and defining the level of service excellence expected for the entire organization.

Requirements

• Bachelor’s degree required.
• Minimum of 7 years of contact center or support team management experience required.
• Proven, successful record of staff management, coaching, and development required.
• Reliable and strong communication skills.
• Ability to interact as needed with CEO and executive management team to resolve complex member and/or account issues.

Nice To Haves

• Credit union/bank experience a plus.
• Strong working knowledge of financial service Rules and Regulations preferred.

Responsibilities

• Overseeing the day-to-day operation of the Contact Center including the Contact Center Representatives and the Virtual Teller Staff.
• Achieving established service and business objectives.
• Educating, developing, coaching and training employees.
• Initiating efficient systems and operations improvements.
• Providing outstanding service to MITFCU membership.
• Working closely with Branch Managers.
• Working on project teams.
• Defining the level of service excellence expected for the entire organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Director