Member Services Assistant Manager

Forum Credit Union•Fishers, IN

About The Position

FORUM Credit Union is looking for an engaging and results-driven Member Services Assistant Manager to lead, develop, and support their Member Services team while ensuring outstanding service across phone, chat, and online channels. The Member Services Assistant Manager is responsible for managing, training, coaching, and supporting Member Service Specialists to achieve quality service standards and departmental goals. This role plays a key part in coordinating resources, resolving member concerns, supporting daily operations, and contributing to the strategic direction of the department. The ideal candidate is a collaborative leader who thrives in a fast-paced environment and is passionate about delivering an exceptional member experience.

Requirements

A two-year college degree, completion of a specialized course of study at a business or trade school, or completion of a specialized and extensive in-house training program.
Three to five years of similar or related experience, preferably in member service, customer service, or financial services leadership.

Nice To Haves

You enjoy coaching, mentoring, and developing employees to achieve their full potential.
You are energized by helping members and resolving challenging situations.
You thrive in a fast-paced environment and can effectively balance competing priorities.
You are a strong communicator who builds positive relationships across teams and departments.
You enjoy finding solutions, making decisions, and improving processes.
You take ownership of results and lead by example through professionalism and integrity.

Responsibilities

Monitor and support member interactions through phone calls, chats, and online messages to maintain and exceed service standards.
Assist in managing team sales goals, department turnaround times, daily operations, and staff scheduling to ensure performance expectations are met.
Support the recruitment, onboarding, training, coaching, recognition, and development of employees while documenting performance and completing evaluations within established timeframes.
Resolve member complaints, survey feedback, and escalated situations requiring a higher level of authority and problem-solving.
Partner with departments throughout the Credit Union to ensure a seamless and positive member experience.
Provide guidance and assistance to Member Service Specialists during daily interactions and complex member situations.
Contribute to department planning initiatives and continuous improvement efforts.