Position Summary
The Call Center/ Member Engagement Manager will direct the Member Engagement Center of the Credit Union (CU) by ensuring that strategic and departmental goals are achieved, service to members is consistently maintained at the highest standards, and financial service needs of our members are met. They will oversee both the administrative aspects of a multiple delivery channel, Member Engagement Center, as well as the management of business projects that will drive innovation and maximize the member experience for future-state operations. They will lead special projects and serve on various project teams to accomplish CommonWealth One's Strategic Goals. The ME Manager is also responsible for the development, training, and retention of the ME team members.
Employment Type: Full-Time (Exempt)
Centered Hours: Monday-Friday: 8am - 5:30pm; Saturday 9am - 2pm.
Location: 4875 Eisenhower Ave Suite 100, Alexandria, VA 22304 (ONSITE position during Training period, Hybrid work model after successful completion of Training, consist of 3 days on-site and 2 days working remotely).
Responsibilities
Department Performance:
•Meet department goals and contribute to meeting company-wide goals and objectives.
•Increase CU business through expanding and retaining membership relationships.
•Coach staff to identify sales opportunities and cross-sell additional products and services, including self-service options.
•Research inquiries and resolve problems of a more complex or sensitive nature.
•Conduct live observations of call performance.
•Conduct live coaching sessions between the Senior ME Advisors and the team.
•Coordinate overflow staffing needs for digital platforms or during peak times of the Member Engagement Center.
•Complete and conduct annual reviews for the team members in a timely manner.
•Provide team members with weekly and monthly coaching and key performance indicators for tracking individual performance.
Operations and Compliance:
•Deliver member services efficiently and effectively in accordance with established CU policies and standards.
•Ensure compliance with all applicable federal regulations, including the Bank Secrecy Act, Security, OFAC, and with SAFE Act.
•Ensure compliance with operating policies and procedures.
•Create and maintain department procedures.
•Report Member Engagement Center data and incentives for the department.
•Communicate significant member/ department concerns to management in a timely manner.
•Provide recommendations for improved efficiency or effectiveness in operations.
•Administer of Bill Pay platform, including fraud notifications and users' management.
•Administer payment platforms, including override approvals and users' management.
•Conduct new hire training for team members in all systems administered.
•Coordinate vendor management for the phone system. Report, track, and manage vendor tickets.
•Manage all administrative duties within desired Service Level Agreements.
•Participate in and help facilitate organizational projects, as needed.
•Conduct phone screenings and interviews as needed for open positions.
•Review and approve all schedules to ensure appropriate operational coverage aligned with business demands.
Team Member Performance:
•Hold team members accountable for meeting individual performance goals.
•Address team member performance issues appropriately and timely.
•Provide continual team training and career development opportunities.
•Complete monthly quality assurance call reviews.
•Perform other duties as assigned.
Performance Expectations
•Department activities supervised in compliance with all federal and state laws, federal regulations and credit union policies and procedures.
•Department goals and metrics are attained.
•Productivity and quality standards are monitored.
•Compliance with all applicable regulatory standards. Ensures compliance with all applicable federal regulations, including the Bank Secrecy Act, Security and OFAC. Collaborate with management, executive team, auditors, and vendors.
•Effective communication and professional working relationships exist with all CU departments, members, and vendors.
•Leaders are appropriately informed of department activities.
•Updated on CU products/services/information and issues impacting the financial business environment.
•Maintains and conveys the CU's professional reputation.
•Demonstrates the CU's Core Values and Cultural Beliefs.
Education & Experience
•Five to eight years of experience managing a call center department, preferably in a financial institution.
•Bachelor's Degree, preferred.
•Supervisory experience with skill in coaching and training a team to achieve high-performance levels.
•Knowledge of laws and regulations concerning Fair Lending.
•Knowledge of IRA Requirements and Regulations.
•Knowledge of CU policies and procedures preferred.
Skills & Abilities
•Experience using Fiserv Datasafe and/or MeridianLink is a plus.
•Strong organizational skills with demonstrated ability to work on competing priorities.
•Ability to work independently and under the pressure of deadlines.
•Strong written, verbal, and interpersonal communication skills.
•Proficient with Microsoft Office software, banking/lending platforms, and standard office equipment.
•Problem-solving and decision-making capabilities.
•Teambuilding and motivation skills.