Member Service Manager - Call Center

Nusenda Credit Union•Albuquerque, NM

7d•Onsite

About The Position

Nusenda Credit Union is seeking a Member Service Manager (MSM) to join their Contact Center team. This role is responsible for the day-to-day work activities and performance of the Member Service Representative Team. The primary focus is ensuring the delivery of exceptional member service across all call, email, and chat channels. The MSM will oversee staff performance, including coaching, developing, and training employees, conducting monthly performance reviews, addressing human resources issues, and preparing department performance reports.

Requirements

Three to five years of similar or related experience
Associates Degree in Business Administration or related field
Strong understanding of branch operations including all teller functions, consumer lending, and sales and service techniques.
Strong supervisory, technological aptitude, compliance, leadership, written and verbal communication skills
Employee development, performance management, training, and counseling skills are essential.
Strong analytical and problem solving skills, exceptional member service skills and adaptability.
Proficient in all Microsoft Office products and internal /transaction processing systems and applications
Open availability Monday-Saturday.

Responsibilities

Oversee the delivery of member service via phone, chat, email etc.
Consistently meet service expectations in assisting members with transactions, inquiries, problem resolution and cross-selling of products/services.
Ensure appropriate processes and procedures are followed and revised to ensure efficient and effective operations.
Oversee the daily operations of staff; hire, train, direct, develop, and evaluate employee performance within the department.
Conduct team meetings and monitor calls for quality.
Ensure that all call center performance metrics are met (call quality, mystery shop, productivity, AUX usage, service levels, abandon rates, employee satisfaction, member satisfaction, and other key performance metrics).