Manager - Member Services

UFCU Main•Austin, TX

2d•Onsite

About The Position

The Manager, Member Services leads and develops a team of Member Services Representatives (MSRs) in a high-volume call center environment, creating a culture rooted in care, accountability, and service excellence. In partnership with the Director, Member Services, this role helps shape and execute department strategies that deliver meaningful member experiences, strengthen daily operations, and support continuous learning and growth. This leader identifies opportunities to elevate individual and team effectiveness, embraces improvement and innovation, and models the UFCU Way through collaborative leadership and an unwavering commitment to doing what is right for our Members and each other. The Manager, Member Services reports to the Director, Member Services. About UFCU: Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures. In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values: Purposefully Member-Obsessed, Possibilities Reimagined, and Performance Excellence Rooted in Unwavering Integrity.

Requirements

Associates Degree or equivalent
Minimum of 3 years of supervisory leadership experience
Advanced level of Personal Computer skills, with proficiency in Internet communications as well as Microsoft Word and Excel
Must be bondable

Nice To Haves

Bachelor’s Degree
Five years of Call Center experience
Prior credit union or financial industry experience
English/Spanish bilingual

Responsibilities

Advance the vision for Member Services and, in partnership with the Director, develop and implement strategies to achieve the vision.
Provide input to Director regarding metrics and standards for MSR performance and member-centric production.
Evaluate MSR patterns and trends of behavior and identify appropriate solutions for consideration by Manager.
Promote and maintain ongoing, effective feedback to evaluate employee engagement and Member satisfaction.
Effectively lead change through agreed upon communication strategies across the department.
Represent the Member Services department at meetings, as necessary.
Serve as a role model to employees and peers by demonstrating UFCU culture and values during all interactions with employees, leadership and Members.
Mentor and coach Assistant Managers, Team Leads, and MSRs; developing the team and setting it up for success.
Develop and utilize career development plans with Assistant Managers for themselves and their teams.
Identify and recommend individual and team development opportunities, both formally and informally to the Director.
Work to develop team relationships across all of Retail, implementing initiatives to further this effort.
Actively participate in selecting, hiring and onboarding new employees to Member Services.
Plan and initiate all expected operational requirements to support his/her team.
Gather and report on statistics for Member Services on a monthly basis, identifying trends and coordinating improvement actions with the Director.
Collaborate with the Director in developing initiatives for morale building, employee retention and engagement.
Coordinate Quality Management disputes using an objective, consistent approach.
Complete all Net Promoter Score callbacks for Member Services to help ensure a consistent Member experience across the department.
Review processes and procedures to maximize effectiveness and productivity of all resources.
Monitor service level performance, identify gaps, and take timely action to maintain department standards.
Support all necessary escalations.
Support vendor management with contracts, invoicing, and Service Level Agreements (SLAs), identifying training and SLA gaps.
Identify training trends and gaps within the Member Services team and provide necessary information at an individual and team level.
Communicate identified issues or challenges to Member Services Leadership Team.