What are the responsibilities and job description for the Member Experience Center Manager position at Soarion Credit Union?
JOIN Soarion in 2026!!
We take care of our people: Joining Soarion Credit Union is the career move to make in 2026! Soarion Credit Union offers FREE Health and Dental Coverage for you as an employee, as well as a GENEROUS Paid Time Off (PTO) bank for rest and relaxation away from work! We also offer all paid days off for Federal holidays!
Role:
The Member Experience Center Manager leads all aspects of contact center operations, with a primary focus on delivering exceptional member service, operational excellence, and workforce performance. This role drives First Call Resolution by developing and coaching advisors to confidently resolve member needs while providing accurate, personalized financial solutions. The position is responsible for workforce planning, quality assurance, employee development, service-level performance, and member satisfaction. Through data analysis, performance monitoring, and continuous improvement initiatives, the Member Experience Center Manager enhances operational efficiency and the overall member experience. This role partners with cross-functional teams to improve processes, remove service barriers, ensure compliance, and support the delivery of a consistent, seamless, and member-centered experience.
Work Location:
This is an onsite position.
What you will be doing:
- Led and coached teams to achieve service, sales, and performance goals.
- Recruited, trained, and developed high-performing employees.
- Managed employee performance, coaching, and evaluations.
- Conducted quality assurance reviews of calls and member interactions.
- Delivered training and feedback to improve performance and compliance.
- Communicated key metrics, goals, and expectations through regular coaching.
- Generated reports and analyzed data to drive operational improvements.
- Managed workforce scheduling and staffing to meet service-level goals.
- Resolved escalated member concerns and provided operational support.
- Ensured compliance with policies, procedures, and regulatory requirements.
What you'll bring along:
- Three (3) years to five (5) years of proven financial services leadership and sales program management experience or similar experience.
- A two-year college degree, or 3 years of call center or financial center leadership and sales experience with emphasis on quality improvement
- Demonstrated strong organizational, time-management, and oral and written communication skills.
- Outstanding member service skills and dedication to providing exceptional member service.
- Keen focus on quality and member service behaviors.
- Exceptional listening and analytical skills
- High Attention to Detail & Follow Through
- Must be able to effectively communicate with people at all levels.
- Ability to multitask and successfully operate in a fast paced, team environment.
- Must have a high level of reason and analytical skills and the ability to be objective.
- Proficient with Excel, PowerPoint & Word Preferred Skills
- Proficient with Symitar, Meridian Link and Genesys Phone Systems
We are Committed to Equal Opportunity.
Soarion Credit Union believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for the positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Our equal employment opportunity policy statement, pay transparency nondiscrimination agreement, and the Know Your Rights: Workplace Discrimination is Illegal Poster reaffirm this commitment.
Soarion Credit Union is also committed to providing reasonable accommodations to qualified individuals with a disability so that an individual can perform job-related duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact our Human Resources team at HumanResources@soarion.org.