Lending Member Service Manager - Call Center

Nusenda Credit Union•Albuquerque, NM

About The Position

Nusenda Credit Union is seeking a Lending Member Service Manager to join its 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 includes oversight of staff performance through coaching, development, and training, completing monthly performance reviews, addressing human resources issues, and reporting on department performance. Candidates must have open availability Monday through Saturday.

Requirements

Three to five years of similar or related experience in lending operations.
Associate degree in Business Administration or a related field.
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 via phone, chat, email, and other channels.
Assist members with transactions, inquiries, and problem resolution, and cross-sell products and services while meeting service expectations.
Ensure processes and procedures are followed and revised to support efficient and effective operations.
Oversee daily staff operations, including hiring, training, directing, developing, and evaluating employees.
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.
Complete monthly performance reviews, address human resources issues, and report on department performance.