Member Solutions Manager

Nusenda Credit Union • Albuquerque, NM

4d

About The Position

Nusenda Credit Union is dedicated to excellent member service, care for our community, and being a great place to work. We work to make a positive difference in the lives of the people we serve and help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values. 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 Solutions Manager to join our organization. As the Member Solutions Manager, you'll be responsible for the oversight, execution, and operational support of the Member Solutions Advisor staff. You'll ensure monthly goals are met, reported, and all activities adhere to specific collection procedures and policies. You'll lead and support team members through daily monitoring, coaching, development, and oversight of collection activity of the Member Solutions Advisors. You'll assign duties and special projects, monitor workload and productivity, and resolve Member escalations while collaborating with Branch Experience and Branch Operations through issues related to past due accounts and credit reporting.

Requirements

• Three years to five years of similar or related experience
• Bachelor’s degree in Business Administration, Criminal Justice, Accounting, Finance, or related field
• Knowledge in collection methods, tracking systems, and oversight utilizing the Carmpro, Contact Center tools systems.
• Must be able to handle multiple responsibilities, meet deadlines, deal with sensitive information and handle problem resolution.
• Exceptional verbal, written, and presentation skills with the ability to work with multiple levels of the organization.
• Development, performance management, training, and employee counseling skills essential.

Responsibilities

• Coordinate and oversee the daily activities of the Member Solutions Advisor staff including training, coaching, monitoring, scheduling, timecard management, and performance evaluations.
• Create and deliver monthly scorecards to measure Advisor performance, monitoring calls using Contact Center tools to ensure compliance with regulations and quality standards.
• Develop and improve Advisors’ skills through coaching and training.
• Lead subordinate staff with respect to recruiting, development, and evaluation of employee performance in accordance with performance management standards.
• Provide leadership and partnership to the organization, leading in accordance with organizational values.
• Conduct routine individual and team meetings.

Benefits

• several health and wellness options
• competitive 401(k) matching contributions
• professional development
• tuition assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Manager