Service Excellence Manager
About The Position
SERVICE EXCELLENCE MANAGER , Credit Union , will be responsible for ensuring member issues are resolved effectively while transforming member feedback into actionable insights that drive service improvement. This role plays a critical part in protecting member trust, strengthening regulatory compliance, improving overall member experience across products and channels, and required updates to knowledge management systems. This role will lead service recovery strategies for escalated complaints and owns the end-to-end “Voice of the Member” program, partnering closely with other departments of the Credit Union.
Requirements
- Bachelor’s degree
- a minimum of five years of experience in a financial industry, or other comparable experience
- member/customer service experience
Responsibilities
- ensuring member issues are resolved effectively
- transforming member feedback into actionable insights that drive service improvement
- protecting member trust
- strengthening regulatory compliance
- improving overall member experience across products and channels
- required updates to knowledge management systems
- lead service recovery strategies for escalated complaints
- owns the end-to-end “Voice of the Member” program
- partnering closely with other departments of the Credit Union
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What This Job Offers
Job Type
Full-time
Career Level
Manager
