Manager, Member Service Center

Position Summary

The Manager, Member Service Center reports to the Director, Member Service Center, and is responsible for overseeing and assisting in the development of the Supervisor, Team Leads, and Member Service Center Representatives. This individual is responsible for providing high level support to team leadership and staff on escalated member service issues and inquiries, and for ensuring successful achievement of department sales and member service goals. Additionally, the individual is responsible for optimizing technology to ensure operational efficiencies and supporting strategic initiatives. Performs all responsibilities in a manner that serves The Summit’s Mission and upholds the credit union’s values.

Essential Responsibilities – Responsible for the daily performance of the call center, ensuring that the team provides secure, compliant, and top-tier service for all account-related inquiries

.
Strategic Responsibilitie

• s:Operational Excellence: Oversee daily workflows to ensure service level agreement (SLA’s) are met for the staff and call overflow vendor by managing staffing levels based on peak call volume trends. Monitor and provide guidance on member communications, via the Member Service mailbox, Live Engage (Chat), and social media platforms provided by the Marketing Departmen
• t.Compliance & Risk Management: Ensure 100% adherence to financial regulations and internal security protocols to protect sensitive customer dat
• a.Performance Analytics: Analyze call data and KPIs to identify bottlenecks, reporting weekly/monthly performance trends to executive leadership. Utilize the Work Force Management system to review and approve the monthly MSC staffing schedule ensuring that it meets the staffing needs of the department. Monitor daily and respond, as needed to any unexpected volume or staffing even
• tsProcess Improvement: Partner with the Member Service Center Director, IT and Product teams to streamline the "customer journey," reducing friction in account authentication and common transaction workflow

s.
Leadership & People Managem

• entCulture Building: Cultivates an engaged and high-performing team environment where employees feel empowered, valued, and motivated to excel. Provides clear direction, expectations, and regular coaching to develop team capabilities and drive consistent performance. Maintain high employee morale and retention in a fast-paced environment through engagement initiatives and transparent communication. Collaborate with and be responsive to others, in daily interactions and on shared initiatives, with a focus on building respectful and professional relationships with colleagues in all areas of the credit uni
• on.Mentorship: Directly manage and coach leadership staff to drive professional growth and high performance. Monitor service quality by resolving complex cases, focusing on Creating Member Loyalty (CML), compliance and identity verification, to optimize the member journ
• ey.Escalation Management: Directly manage high-risk escalations and complex member grievances as the final point of contact. You will champion the recovery of member satisfaction by providing immediate, high-level conflict resolution that aligns with credit union values and preserves member retenti
• on.Data Support: Provide daily, weekly, and month-end reports, identifying trends, providing support for service recommendatio

ns.
Required Qualificat

• ionsExperience: 5 years of experience in call center management, specifically within banking, credit unions, or fint
• ech.Regulatory Knowledge: Deep understanding of financial industry standards and privacy laws (e.g., Gramm-Leach-Bliley A
• ct).Technical Savvy: Expert-level experience with Workforce Management (WFM) tools, IVR systems, and CRM platforms (e.g., Salesforce or Genesis). In coordination with and under the direction of the Director, serve as an administrator/advanced user role for all member service-related software systems and programs. Participate in testing, provide support, and make recommendations on new technology, as necess
• ary.Education: Bachelor’s degree in finance, Business Administration, or related fi

eld.
Key Performance Indicators (

KPIs)The success of this role is measure

• d by:Service Level: % of calls answered within X seconds. Monitor and assess key performance indicators and relevant departmental statistics (such as Chat, call volume, MSC email, member experience (XP) responses, abandonment rates, schedule adherence, branch support, and quality service) to Director, as well as to Senior Le
• adersNet Promoter Score (NPS): Overall customer loyalty and satisfaction. Employ Creating Member Loyalty, service standards and Member Engagement tools to ensure high employee performance and extraordinary member experi
• ence.Cost Per Contact: Balancing high-quality service with operational budget constra
• ints.Attrition Rate: Keeping agent turnover below industry benchm

arks.
Other Responsibi

• litiesComplete requests and projects on a timely basis, as ass
• igned.Serve as a backup call representative during peak
• times.Perform duties of Member Service Center staff member as n
• eeded.Perform other various duties as ass

igned.
Qualifications and

SkillsEducation & Experience - Applicants must possess the following qualifications or an equivalent combination of education and expe

rience:Education: Bachelors’ degree in a relate

• d fieldAt least 5 to 7 years’ professional experience, with at least 3 - 5 years in management/leadership position, preferably in a busy call center and/or high performing financial institution. Likewise, 3-5 years prior sales and service experience focused on creating positive member/customer experiences, strongly pre

ferred.
Knowledge/Skills/Abilities (including Technical & Systems/Equipment Profic

• iencies)Excellent verbal and written communication skills, specifically, exhibiting a calm and reassuring demeanor to staff and
• members.Proven ability to motivate, train/develop employees and inspire a team working envi
• ronment.Must possess aptitude for providing high level member service and problem res
• olution.Strong interpersonal, analytical, and organizational
• skills.Strong critical problem-solving
• skills.Ability to handle confidential/sensitive situations in a professional
• manner.Ability to manage and prioritize multi-functiona
• l tasks.Advanced knowledge of Microsoft Windows and Office Suite, including Word, Excel, Outlook, & Powe

r Point.
Physical Requ

• irements Lifting (5-1
• 0 pounds)Standing/Sitting extended periods of time, while working in front of compute
• r monitorTyping / D
• ata EntryProfessional Office En
• vironmentOverhead

Lighting
Training and Compliance Re

• quirementsSubject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures. Employees complete annual BSA, AML, Information Security, Privacy and other job-related training requirements as established by the Summit and within

deadlines.
Licensure Re

• quirements In compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (S.A.F.E. Act) and the statute’s regulations, applicants must be eligible to register as a Mortgage Loan Originator (MLO). Candidates being considered will be subject to a credit check and fing