Member Experience Manager

Elements Financial•Indianapolis, IN

7d•$61,674 - $92,511•Hybrid

About The Position

Elements Financial is a Best Place to Work because our employees are empowered to Be the Expert, Live the Purpose, and Grow the Business. Our Purpose is to Empower Members to Achieve Financial Success. The Member Engagement Manager leads the performance, development, and operational effectiveness of the Member Engagement Team while serving as a liaison between frontline service and fraud/risk functions. This role ensures exceptional service delivery across phone, chat, and digital channels while strengthening fraud awareness, case management, and member remediation practices.

Requirements

5+ years of financial institution experience.
Strong knowledge of member service operations and fraud awareness.
Excellent communication, coaching, multi-tasking, and problem-solving skills.
Strong collaboration and communication skills.
Ability to leverage skills, knowledge, and experience to invest in our community.
Ability to foster an inclusive environment that promotes belonging.
A focus on respect and excellent service to both external and internal (team) members.
A proven record of accomplishment of integrity with a demonstrated ability to build trust.

Nice To Haves

Prior leadership or supervisory experience preferred.
Experience with reporting tools, scheduling, and case management systems preferred.

Responsibilities

Lead daily operations of the Member Engagement Team across all channels including phone, chat, and digital messaging.
Manage case monitoring, queue management, and real-time prioritization of member interactions and escalations. Serve as a working manager when necessary.
Coach team members on complex member issues including fraud concerns, account compromise, and high-risk situations.
Serve as a liaison between the Member Engagement Team and Fraud partners to communicate trends and expectations.
Provide leadership and guidance on complex member scenarios involving escalations, scams, compromised credentials, account takeovers, and suspicious activity.
Act as a subject matter resource for staff regarding high-risk servicing situations, documentation standards, and escalation protocols.
Reinforce strong case ownership and end-to-end resolution practice.
Foster a culture of empathy, accountability, and service excellence.
Ensure consistent and professional member communication across channels including chat.
Oversee team cases and ensure timely resolution and follow-up.
Coordinate member remediation efforts with internal teams for compromised accounts.
Ensure accurate and audit-ready documentation of member interactions and escalations.
Drive consistency in how the Member Engagement Team communicates with members.
Monitor service quality, employee effectiveness, and member pain points.
Lead through coaching and influence to strengthen decision quality and service delivery.
Manage staffing, scheduling, and workforce planning to support Service Level Agreements (SLAs).
Manage reporting to evaluate performance, trends, and SLAs.
Grow the business through Service to Sales with existing and new members to deepen wallet share.
Partner with cross-functional teams to enhance service delivery and operational efficiency.
Use insights from member interactions and escalations to identify training needs and process improvement opportunities.
Connect member feedback to operational improvements and service enhancements.
Pursue ongoing professional development through training, cross-functional projects, and industry learning opportunities.
Seek feedback and coaching to continuously improve skills and expertise.
Demonstrate adaptability and commitment to personal and professional growth.
Ensure team maintains in-depth knowledge of all Elements products and services.
Coach team to the Core Competencies for member experience – courteous, approachable, consistent, knowledgeable, promoting initiatives, and One Team.
Conduct regular 1:1 with team members utilizing Lattice for ongoing support and development.