Job Details
The Member Services Manager is responsible for strategic planning, metrics reporting, budgeting and resource allocation for the in-bound Member Services Call Center and staff, ensuring the application of best practices in customer service, process, and technology that will deliver exemplary service to Credit Union members.
Major Duties and Responsibilities
- Manages Call Center operations to ensure achievement of service and efficiency goals by tracking inbound call volume and hold times; allocating resources as necessary to achieve member responsiveness goals; reporting Call Center metrics to the Vice President; and proposing action plans to improve operating methods, efficiencies, and customer service.
- Guides and directs inbound Call Center supervisors to ensure they provide efficient and timely scheduling, training and development, coaching, and performance management to Member Services Representatives in order to maintain employee morale and development and achieve Call Center goals and metrics.
- Assists members and Member Services Representatives by serving as escalation point for complex and sensitive member services and relieving call volume peaks by picking up member calls in the queue.
- Identifies and implements cross-sell programs for the Call Center in conjunction with Marketing and Branch Services.
- Implements and monitors protocols to ensure compliance and member security throughout the Call Center.
- Performs other duties as assigned.
Qualifications and Skills required- A college degree.
- Five years to ten years of similar or related experience.
- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.
- Work involves extensive personal contact with others and/or can be of a personal or sensitive nature.
- Work may involve motivating or influencing others.
- Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Physical Requirements The Credit Union is committed to working with its employees to reasonably accommodate them with the physical aspects of the position. The following list outlines the physical considerations that are normally encountered in this job.
Ability to communicate
Ability to operate standard office equipment
Must be able to sit for extended periods of time and to occasionally lift and move items up to 20 lbs. in weight.
Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise
Total Rewards: Congressional Federal offers a comprehensive benefits package including but not limited to health and dental, 401k, vacation and paid sick leave, 11 paid holidays, tuition reimbursement, flexible spending programs and work/life balance.
EOE/M/F/D/V/SO Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)