Member Support Manager

Securityplus Federal Credit Union•Milford Mill, MD

5d•$68,000 - $102,000•Onsite

About The Position

Securityplus Federal Credit Union is a not-for-profit financial institution whose mission is to empower people with financial security. Guided by its CARES values—Collaboration, Agility, Respect, Excellence, and Spirit—the organization aims to provide trusted, relationship-focused member experiences. The Member Support Manager leads the Member Support Center, which serves members by phone and digital channels. Reporting to the Vice President, Member Experience, this role leads the center’s leadership team and is accountable for operational results, including service levels, quality, sales, and member retention. The manager will oversee current operations while helping develop a modern, technology-enabled, relationship-focused support center. This is a full-time, on-site position. The work involves typical office activities and equipment, with occasional standing, walking, reaching, and lifting or moving items up to 25 pounds. The work environment is usually low to moderate in noise. Employment is at will.

Requirements

Bachelor’s degree or an equivalent combination of education and experience.
Five or more years of contact center experience.
Three or more years of management experience, including managing other supervisors or leaders.
Hands-on experience with workforce management, quality assurance, and contact center metrics.
Ability to work with data and dashboards and turn metrics into action.
Curiosity about AI, automation, and digital services.
Track record of meeting service, quality, and sales goals through a team.
Strong understanding of financial institution products, services, and regulations.
Coaching mindset and experience leading change.

Nice To Haves

Contact center leadership experience in a credit union or bank.
Experience implementing contact center technology, AI, or automation solutions.
Professional certification in contact center management.

Responsibilities

Coach and develop team members, set clear goals, hold the team accountable, and foster a culture of growth.
Ensure fast, friendly, and consistent service across channels; resolve complex member concerns and escalations; and identify ways to make banking easier.
Build a consultative sales and service culture that identifies member needs, drives referrals and loan and deposit growth, and supports member retention through proactive outreach.
Oversee forecasting, scheduling, and real-time workforce management to meet service levels.
Establish quality standards, scorecards, and coaching practices to improve performance.
Partner with Technology and Digital teams to introduce AI-enabled tools, smarter routing, and self-service capabilities.
Use dashboards and metrics, including service level, first contact resolution, and member satisfaction, to inform decisions.
Maintain compliance with member authentication, fraud prevention, and privacy requirements.
Manage the Member Support Center budget and support business continuity planning.
Lead the Member Support Center’s leadership team and own its results across service, quality, sales, and member retention.