Member Services Concierge Manager 5049

Keesler Federal Career • Gulfport, MS

5d

About The Position

The Member Services Concierge Manager leads the Concierge Team, overseeing operations, performance, and risk management to ensure service and sales standards are consistently met. This role executes “white glove” concierge service and retention strategies, driving best-in-class escalation resolution and proactive outbound engagement to retain and deepen member relationships. The manager aligns departmental objectives with organizational goals, fosters operational excellence, and stays current on industry innovations to enhance member experience and efficiency. In the absence of the Contact Center Director, this leader may translate strategic initiatives into operational plans.

Requirements

• 5+ years of recent leadership experience in a credit union or financial institution with direct oversight of policy development, performance metrics and operational strategy within the Banking industry.
• 2+ years of recent experience as a contact center leader, preferred
• Proven track record of managing large teams and driving service excellence across inbound/outbound channels
• Experience implementing enterprise-wide transformation initiatives preferred
• Ability to forecast member service request volumes and optimize staffing models
• Proven ability to positively influence change and implement thresholds with a positive approach preferred
• Strong command of contact center technologies (Salesforce and Genesys)
• A significant level of trust and diplomacy is required in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Extensive use of personal PC required. Must be proficient in Microsoft Word, Excel, as well as use of internet and e-mail.
• Completion of Integrity Coaching required within one year of hire date, attending refreshers, as needed.
• Completion of CUNA CPD online courses, as assigned or required.

Responsibilities

• Executes Concierge contact center strategies aligned with departmental and organizational goals.
• Leads, coaches, and develops team members through feedback and performance reviews to drive engagement and results.
• Executes the Concierge sales and service strategy to support consumer and business banking growth in deposits, loans, products, and profitability.
• Executes the digital channel communication strategy in the MCC.
• Develop and maintain strong cross-functional partnerships with internal teams, vendors, and leadership to achieve shared objectives.
• Ensures clear and consistent communication that supports member and enterprise priorities.
• Identifies and acts on opportunities to enhance efficiency, team performance, and member experience.
• Execute and oversees “white glove” concierge service delivery strategy to strengthen member retention and uphold service excellence through all communication channels members choose – inbound, outbound, chat, email, social media, etc..
• Partners with Quality Assurance Team to ensure quality assurance programs are executed flawlessly to meet compliance and service standards.
• Handles escalated member complaints that are directed to the Member Concierge team in a courteous, professional manner, including but not limited to investigating complaints, taking corrective action as needed, and resolving escalated member complaints within the scope and authority of the position.
• Develops work schedules, assigns duties, and approves or denies leave requests which are implemented through direct reports, and proper channels.
• Maintains accurate attendance records.
• Maintain and provide accurate monthly tracking and production reports to the Director of Member Contact Center in a timely manner.
• Responsible for satisfactory completion of any training or certification, as needed or required, to maintain quality service to the membership and organization.
• Performs other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short Term & Long-Term Disability Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees