Member Service Manager - Call Center

Nusenda Credit Union•Albuquerque, NM

6d•Onsite

About The Position

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values. As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more! Thank you for your interest in joining the Nusenda team! We are currently seeking a Member Service Manager (MSM) to join our Credit Union at our Contact Center. As a Member Service Manager you will be responsible for the day-to-day work activities and performance of the Member Service Representative Team. Your priorities include ensuring the delivery of exceptional member service in all call, email, and chat channels. You'll be responsible for the oversight of staff performance to include coaching, developing, and training of employees as well as for completing monthly performance reviews, addressing human resources issues, and department performance reporting.

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

Responsibilities

Oversee the delivery of member service via phone, chat, email etc.
Consistently meet service expectations in assisting members with transaction, 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)