Member Services Manager

Austin Telco Federal Credit Union • Austin, TX

1h • Onsite

About The Position

The Member Services Manager provides leadership and oversight to employees in the Member Services Department. This role ensures operational accuracy, compliance, and member service excellence by monitoring account openings, auditing documentation, and supporting staff in daily operations. The supervisor collaborates with the AVP of Member Services, assists with training and performance reviews, and serves as a resource for complex account handling.

Requirements

• Experience: Minimum one year of management experience and prior work experience in financial services or member services.
• Specialized Knowledge: Proficiency in complex account handling, including IRAs, Trusts, Estates, and business accounts.
• Leadership Skills: Strong ability to provide direction in management’s absence and manage multiple priorities.
• Communication: Strong verbal and written communication skills with the ability to solve problems and provide guidance to staff.
• Education: High school diploma or GED (Bilingual in Spanish and English preferred).
• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer

Nice To Haves

• Bilingual in Spanish and English preferred

Responsibilities

• Provide leadership and direction to department employees to ensure a commitment to Austin Telco’s mission and values.
• Serve as the primary resource for complex account handling, including personal, business, IRA, Trust, and Estate accounts.
• Answer member and employee questions regarding accounts, products, and services with professionalism and empathy.
• Monitor Member Services emails and secure messages to ensure timely and accurate handling.
• Open and update accounts for members, ensuring all products, services, fees, and qualifications are disclosed.
• Directly supervise, lead, and delegate tasks to the Member Services team.
• Assist with the training of new employees and ensure fulfillment of new employee training logs.
• Support the AVP of Member Services with annual employee performance reviews.
• Provide daily guidance, feedback, and conflict resolution to staff.
• Model Austin Telco’s values of Respect, Empathy, Service, Integrity, and Cooperation.
• Monitor and audit online account openings, verifying documentation and clearing red flags to reduce risk.
• Ensure appropriate UARs are filed for fraud or suspected fraudulent account applications or activity.
• Oversee the annual escheatment process and annual tax form processing, including IRS submissions and discrepancy research.
• Maintain thorough knowledge of AVS/SSV asset verifications and serve as backup for IRA audits.
• Recommend process improvements to better serve members, expand membership, and engage team members.
• Perform Notary services as needed.
• Represent Austin Telco with integrity and professionalism in all actions.
• Support membership expansion efforts through process improvements and service excellence.
• Respond to internal TEAMS messages and departmental inquiries to maintain seamless communication.
• Support and collaborate with the AVP of Member Services on daily operational needs.
• Provide back-up auditing for share certificates opened online and in-branch.
• Complete Certificate FM Audit reports and monitor outstanding account audits pending corrections.

Benefits

• Comprehensive Benefits: Medical, dental, vision, disability, and life insurance, plus optional coverage for critical illness and legal support.
• Paid Time Off: Federal holidays, vacation, sick leave, and special paid days for birthdays and work anniversaries.
• Retirement Plans: 401(k) with company match and a pension plan to support long-term financial goals.
• Supportive Culture: A mission-driven team that puts people first and offers opportunities for growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED