Member Support Manager

Securityplus Federal Credit Union • Windsor Mill, MD

5d • Onsite

About The Position

Securityplus Federal Credit Union is a not-for-profit financial institution founded in 1938. It serves members and communities with a mission to empower people with financial security and is guided by its CARES values: Collaboration, Agility, Respect, Excellence, and Spirit.

The Member Support Manager leads the Member Support Center, which serves members through phone and digital channels. Reporting to the Vice President, Member Experience, the manager leads the center’s leadership team and is accountable for results across service levels, quality, sales, and member retention. The role combines managing current operations with developing a modern, technology-enabled, relationship-focused service center.

This is a full-time, on-site position. The role involves typical office work using a computer, telephone, fax, and photocopy machines. Employees are required to sit and occasionally stand, walk, reach, talk, and hear, and may occasionally lift or move up to 25 pounds. The work environment is usually low to moderate in noise level. Salary is $68,000 to $102,000.

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 management of other supervisors or leaders.
• Hands-on experience with workforce management, quality assurance, and contact center metrics.
• Comfort working with data and dashboards and ability to 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

• Lead, coach, and develop team members; set clear goals and hold the team accountable while fostering a culture of growth.
• Ensure members receive fast, friendly, and consistent service across channels; resolve complex concerns and escalations and identify ways to simplify banking.
• Build a consultative sales and service culture that identifies member needs, generates 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 implement AI-enabled tools, smarter routing, and self-service capabilities.
• Use dashboards and metrics, including service level, first contact resolution, and member satisfaction, to guide decisions.
• Maintain compliance with member authentication, fraud prevention, and privacy requirements.
• Manage the Member Support Center budget and support business continuity planning.
• Meet service level, speed of answer, handle time, member satisfaction, Net Promoter Score, first contact resolution, referral, loan, deposit, and quality goals.
• Provide leaders with clear goals, regular coaching, and accountability for results.

Benefits

• 401(k) with company contributions.
• Health coverage.
• Dental coverage.
• Vision coverage.
• Opportunities for career growth and progression into other roles and departments.
• Leadership support to modernize and grow the Member Support Center.

What This Job Offers

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