Job Openings: Call Center/Member Engagement Manager (Alexandria)

Duties:

Call Center/Member Engagement Manager (Alexandria)

Are you a motivated leader with a focus for customer service excellence? CommonWealth One FCU is looking for a dedicated Call Center/Member Engagement Manager to oversee our dynamic Member Engagement team. You will lead and inspire a team of Member Engagement Advisors while ensuring exceptional service delivery and operational efficiency in a community driven and member focused environment.

Overview

The Call Center/ Member Engagement (ME) 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 Call Center/ Member Engagement Manager is also responsible for the development, training, and retention of the Member Engagement Center team members.

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.

Requirements:

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.

Misc Comments:

Apply directly at:

Careers | VA Washington D.C. Credit Union Jobs | CommonWealth One (cofcu.org)

How to Apply

Upload Your Resume for Call Center/Member Engagement Manager (Alexandria)

Carefully read the above posting for specific information on how to apply for this position. If the credit union requests you apply through their website or directly through email to one of their staff members, please use that method to ensure timely consideration for the position you seek.

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