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 oversees staff performance, including coaching, development, training, monthly performance reviews, addressing human resources issues, and department performance reporting. The position also oversees lending-related member service and call center operations, ensuring staff assist members with transactions, inquiries, problem resolution, and product or service cross-selling. The manager monitors operational processes and performance metrics, supports efficient and effective operations, and leads the hiring, training, direction, development, and evaluation of department employees. Open availability Monday through Saturday is required.

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, and written and verbal communication skills.
Skills in employee development, performance management, training, and counseling.
Strong analytical and problem-solving skills, exceptional member service skills, and adaptability.
Proficiency with Microsoft Office products and internal or transaction-processing systems and applications.
Open availability Monday through Saturday.

Responsibilities

Oversee member service delivery through phone, chat, email, and other channels.
Ensure members receive assistance with transactions, inquiries, problem resolution, and cross-selling of products and services.
Ensure appropriate processes and procedures are followed and revised to support efficient and effective operations.
Oversee daily staff operations, including hiring, training, directing, developing, and evaluating employee performance.
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.