Member Care Center Manager

Job Description

Job Description

Description :

Member Care Center Manager

Data Year : 2024

Prepared On : 10 / 31 / 2024

Department : Member Services

Grade : Reports To :

Regional Branch Manager

Classification : Exempt

Supervises Direct :

Supervises Indirect :

Approved By :

Effective Date :

11 / 01 / 2024

Revised Date : 10 / 31 / 2024

Role :

To direct the operations of the Member Care Center (Call Center) ensuring that the branch meets strategic, organizational, financial and service plans.

Essential Functions & Responsibilities :

Directs, develops, motivates Member Care Specialists to ensure service goals are achieved. Monitors service center results relative to established objectives and ensure that appropriate steps are taken to correct unsatisfactory conditions.

Responsible for hiring and administering performance evaluations for Member Care Specialists.

Ensure that Member Care Specialists are thoroughly trained on products, services, procedures and family experience.

Monitor all service center reports and Banno chat. Analyze Member Care Specialists' efficiency response time, accuracy and member satisfaction to ensure delivery of quality member service.

Monitor all service center activities to ensure they are in compliance with established credit union policies and procedures as well as regulations.

Service members daily by answering calls, handling member issues and providing solutions.

Perform other duties as assigned.

Performance Measurements :

• To maintain a cohesive, motivated and highly trained staff sufficient to meet the needs of members.

2. To ensure a high member satisfaction rating in member surveys.

3. To provide informed, professional and accurate services to all members and team members. To ensure all documentation is completed with a high accuracy rate.

4. To meet or exceed the Member Service goals and to assist Member Care Specialists with their individual goals.

5. Posses excellent telephone communication skills and ensure the member or team member understands the message you are trying to convey.

6. Promote Benefit Awareness within Member Service Center both by example and training team members to identify opportunities.

Knowledge and Skills :

Experience

One year to three years of similar or related experience.

Education

1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills :

Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and / or individuals) becomes necessary and often requires the ability to influence and / or sell ideas or services to others. The role requires a significant level of trust or diplomacy.

Other Skills :

Physical Requirements :

Work Environment :

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Printed Employee Name

Date

Employee Signature

Requirements :