Manager, Member Service Center

Summit Federal Credit Union•Rochester, NY

18d•$80,000 - $85,000•Onsite

About The Position

The Manager, Member Service Center reports to the Director, Member Service Center, and is responsible for overseeing and assisting in the development of the Supervisor, Team Leads, and Member Service Center Representatives. This individual is responsible for providing high level support to team leadership and staff on escalated member service issues and inquiries, and for ensuring successful achievement of department sales and member service goals. Additionally, the individual is responsible for optimizing technology to ensure operational efficiencies and supporting strategic initiatives. Performs all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s values.

Requirements

Experience: 5+ years of experience in call center management, specifically within banking, credit unions, or fintech.
Regulatory Knowledge: Deep understanding of financial industry standards and privacy laws (e.g., Gramm-Leach-Bliley Act).
Technical Savvy: Expert-level experience with Workforce Management (WFM) tools, IVR systems, and CRM platforms (e.g., Salesforce or Genesis). In coordination with and under the direction of the Director, serve as an administrator/advanced user role for all member service-related software systems and programs. Participate in testing, provide support, and make recommendations on new technology, as necessary.
Education: Bachelor’s degree in finance, Business Administration, or related field.
Education: Bachelors’ degree in a related field
At least 5 to 7 years’ professional experience, with at least 3 - 5 years in management/leadership position, preferably in a busy call center and/or high performing financial institution.
Excellent verbal and written communication skills, specifically, exhibiting a calm and reassuring demeanor to staff and members.
Proven ability to motivate, train/develop employees and inspire a team working environment.
Must possess aptitude for providing high level member service and problem resolution.
Strong interpersonal, analytical, and organizational skills.
Strong critical problem-solving skills.
Ability to handle confidential/sensitive situations in a professional manner.
Ability to manage and prioritize multi-functional tasks.
Advanced knowledge of Microsoft Windows and Office Suite, including Word, Excel, Outlook, & Power Point.

Nice To Haves

Likewise, 3-5 years prior sales and service experience focused on creating positive member/customer experiences, strongly preferred.

Responsibilities

Responsible for the daily performance of the call center, ensuring that the team provides secure, compliant, and top-tier service for all account-related inquiries.
Operational Excellence: Oversee daily workflows to ensure service level agreement (SLA’s) are met for the staff and call overflow vendor by managing staffing levels based on peak call volume trends. Monitor and provide guidance on member communications, via the Member Service mailbox, Live Engage (Chat), and social media platforms provided by the Marketing Department.
Compliance & Risk Management: Ensure 100% adherence to financial regulations and internal security protocols to protect sensitive customer data.
Performance Analytics: Analyze call data and KPIs to identify bottlenecks, reporting weekly/monthly performance trends to executive leadership. Utilize the Work Force Management system to review and approve the monthly MSC staffing schedule ensuring that it meets the staffing needs of the department. Monitor daily and respond, as needed to any unexpected volume or staffing events
Process Improvement: Partner with the Member Service Center Director, IT and Product teams to streamline the "customer journey," reducing friction in account authentication and common transaction workflows.
Culture Building: Cultivates an engaged and high-performing team environment where employees feel empowered, valued, and motivated to excel. Provides clear direction, expectations, and regular coaching to develop team capabilities and drive consistent performance. Maintain high employee morale and retention in a fast-paced environment through engagement initiatives and transparent communication. Collaborate with and be responsive to others, in daily interactions and on shared initiatives, with a focus on building respectful and professional relationships with colleagues in all areas of the credit union.
Mentorship: Directly manage and coach leadership staff to drive professional growth and high performance. Monitor service quality by resolving complex cases, focusing on Creating Member Loyalty (CML), compliance and identity verification, to optimize the member journey.
Escalation Management: Directly manage high-risk escalations and complex member grievances as the final point of contact. You will champion the recovery of member satisfaction by providing immediate, high-level conflict resolution that aligns with credit union values and preserves member retention.
Data Support: Provide daily, weekly, and month-end reports, identifying trends, providing support for service recommendations.
Complete requests and projects on a timely basis, as assigned.
Serve as a backup call representative during peak times.
Perform duties of Member Service Center staff member as needed.
Perform other various duties as assigned.