Member Experience Center Manager
About The Position
The Member Experience Center Manager leads all aspects of contact center operations, with a primary focus on delivering exceptional member service, operational excellence, and workforce performance. This role drives First Call Resolution by developing and coaching advisors to confidently resolve member needs while providing accurate, personalized financial solutions. The position is responsible for workforce planning, quality assurance, employee development, service-level performance, and member satisfaction. Through data analysis, performance monitoring, and continuous improvement initiatives, the Member Experience Center Manager enhances operational efficiency and the overall member experience. This role partners with cross-functional teams to improve processes, remove service barriers, ensure compliance, and support the delivery of a consistent, seamless, and member-centered experience.
Requirements
- Three (3) years to five (5) years of proven financial services leadership and sales program management experience or similar experience.
- A two-year college degree, or 3+ years of call center or financial center leadership and sales experience with emphasis on quality improvement
- Demonstrated strong organizational, time-management, and oral and written communication skills.
- Outstanding member service skills and dedication to providing exceptional member service.
- Keen focus on quality and member service behaviors.
- Exceptional listening and analytical skills
- High Attention to Detail & Follow Through
- Must be able to effectively communicate with people at all levels.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must have a high level of reason and analytical skills and the ability to be objective.
- Proficient with Excel, PowerPoint & Word
Nice To Haves
- Proficient with Symitar, Meridian Link and Genesys Phone Systems
Responsibilities
- Led and coached teams to achieve service, sales, and performance goals.
- Recruited, trained, and developed high-performing employees.
- Managed employee performance, coaching, and evaluations.
- Conducted quality assurance reviews of calls and member interactions.
- Delivered training and feedback to improve performance and compliance.
- Communicated key metrics, goals, and expectations through regular coaching.
- Generated reports and analyzed data to drive operational improvements.
- Managed workforce scheduling and staffing to meet service-level goals.
- Resolved escalated member concerns and provided operational support.
- Ensured compliance with policies, procedures, and regulatory requirements.
Benefits
- FREE Health and Dental Coverage for you as an employee
- GENEROUS Paid Time Off (PTO) bank for rest and relaxation away from work
- All paid days off for Federal holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
