Member Relations Manager - Call Center

Granite Credit Union•Millcreek, UT

4d•Onsite

About The Position

Responsible for leading the member relations team in delivering an exceptional member experience across all interaction channels, including phone, chat, email, and other digital platforms. This role oversees daily operations, leads supervisors and/or member relations agents, and ensures service delivery is prompt, professional, and solution-oriented, while achieving departmental goals, maintaining high service standards, optimizing operational efficiency, and implementing strategies that strengthen team performance, responsiveness, and growth across all contact channels.

Requirements

At least five years of customer service experience, preferably in a call center or financial institution.
Excellent communication and public relations skills.
Ability to work well under pressure and manage multiple priorities.
High School Diploma or equivalent

Nice To Haves

Two years of supervisory or coaching experience preferred.
Additional coursework in business or finance is preferred.

Responsibilities

Exhibit outstanding member services skills by applying Granite Credit Union Service Commitments and Core Values.
Manage and oversee all member relations operations, including inbound and outbound communications across multiple channels such as phone, chat, email, and other digital platforms.
Ensure consistent, high-quality service delivery by monitoring performance metrics, member interactions, and service levels across all contact channels.
Prepare and share monthly reports on performance trends, using date insights to improve efficiency and achieve goals.
Lead, coach, and develop supervisors and team members through regular feedback, performance management, and career development planning, including providing monthly coaching on member service, problem resolution, loan generation, and product cross-selling, while monitoring performance and delivering ongoing support to enhance service quality.
Train and develop staff to serve as knowledgeable and effective liaisons between members and internal departments, ensuring clear communication, accurate information sharing, and seamless coordination to resolve inquiries and support overall member satisfaction.
Handle escalated member issues, resolving complex situations in a professional and effective manner.
Responsible for maintaining adequate service levels through planning, scheduling, hiring, and ongoing development of employees, ensuring appropriate staffing and coverage across all contact channels.
Provides basic information to members on accounts, orders, payments, products, and services.
Act as a key resource for internal employees by providing guidance, support, and subject matter expertise in resolving complex or escalated member concerns.
Optimize the use of the Glia contact center platform.
Leverage and enhance system AI features and virtual assistants to drive efficiency in contact center related performance.
Basic computer operating skills such as email, Microsoft Office, etc.
Other duties as assigned.
Attend meetings as required.
Maintain a professional and courteous attitude with all people, including fellow employees, members, management staff, board members, and outside vendors.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.