Member Experience Manager

Hope CU•Jackson, MS

2d•Onsite

About The Position

The Member Experience Manager oversees the daily operations of HOPE’s member experience center. The role supervises Member Experience Specialists, ensures efficient handling of incoming and outgoing calls, and delivers exceptional customer service with timely resolution of member needs. The manager also supports an organizational culture of open communication, innovation, associate engagement, collaboration, and high performance. The position is onsite in Jackson, Mississippi, within the Retail department, and reports to the Senior Vice President, Retail Administration and Member Experience. It supervises Member Experience Specialists. This is an exempt, full-time position. The work is primarily in an office environment that is generally accessible to the public, customers, and potential customers by telephone. Occasional Saturday availability is required based on business needs and scheduling requirements.

Requirements

High school diploma or GED.
5–7 years of leadership experience in a high-volume banking or credit union call center environment.
Proven expertise in handling escalated conflict resolution.
Organizational awareness and the ability to understand organizational systems, procedures, culture, and the implications of decisions.
People development and leadership skills, including objective setting, performance review, motivation, delegation, team building, and empowerment.
Problem-solving ability across issues of varying complexity, including finding effective solutions with few guidelines.
Effective oral communication skills.
Results orientation, persistence, and personal accountability for achieving concrete results.
Strategic thinking and sound judgment when processing complex information and proposing actions that advance organizational objectives.
Must be legally authorized to work in the United States at application and throughout employment; the employer does not sponsor employment-based visas.

Nice To Haves

Bachelor’s degree in business or a related discipline.
Experience working with Cisco, Banno, Symitar, Synergy, and other related systems.

Responsibilities

Lead and support the HOPE Initiative to strengthen a culture of open communication, innovation, associate engagement, collaboration, and high performance.
Supervise, train, and coach Member Experience Specialists.
Develop and implement comprehensive training programs.
Research and resolve complex member issues professionally and with a high level of customer service, including de-escalation when necessary.
Monitor and respond to incoming and outgoing calls in a timely manner, including updating member account information and processing check requests.
Maintain strict confidentiality of member information.
Ensure timely processing of incoming mail deposits and/or payments.
Develop and manage performance goals and metrics, such as call handling time and cross-selling value-added products and services.
Ensure completion of compliance-related courses and adherence to service-level agreements.
Monitor and review member experience center reports and incorporate quality improvements.
Serve as liaison between the member experience center and other departments.
Manage and oversee third-party vendor relationships.
Develop and implement strategic member experience center metric initiatives to enhance the member experience.
Attend meetings, produce production reports, and support special projects as assigned.
Perform other duties as assigned.