Assistant Member Experience Specialist Manager

At U.S. Eagle, you can make a big impact and help us create a world where people matter more. The Assistant Member Experience Specialist Manager (Assistant MES Manager) ensures members and potential members receive fast, courteous, and accurate service on the phone and through all digital channels through the ongoing development of the Member Experience Specialist (MES) I, II, III, Leads and the Video MSR staff and ensures that they receive the timely support needed to meet member needs and their own career development goals.

Essential Functions & Responsibilities:

• Supervise, develop, motivate, and coach MES agents I, II, III MES Leads and VMSR staff to deliver an outstanding member experience consistent with the Credit Union’s SOUL values: Sincerity, Objectivity, Urgency, and Learning.
• Prepare and deliver performance evaluations and disciplinary discussion forms.
• Possess in depth knowledge of our products and services as well as process and procedures. This knowledge will then be transferred to the MES and VMSR Staff.
• Handle escalated calls objectively with a high degree of problem solving and member retention skills to include assisting call center agents with escalated calls. Report any complaints regarding a legal matter, claims of discrimination, law/regulation, deceptive/abusive treatment, or any requests for refunds over $1000.00 to compliance. Follow procedures for virtual account maintenance, including but not limited to all regulatory compliance.
• Attend and participate in monthly managers meetings and actively collaborate with all departments and branches working toward the organizational strategic objectives.
• Facilitate team meetings and huddles and conduct monthly and as needed one-on-one coaching sessions with MES staff. Maintain and facilitate communication with the Member Experience Manager on key areas.
• Ensure MES agents I, II and III, MES Leads and VMSR Staff receive timely support in person, by phone, Teams, and by email and have the tools to accomplish personal, departmental, and organization goals. Key activities include:
  • Create and maintain new hire onboarding plans. Conduct weekly check-ins with the new hires to help gauge progress and identify any areas of concern. Attend weekly progress updates with the Learning and Development team during the scheduled training.
  • Create and facilitate development plans within the Credit Union’s Human Resources Information System (Paycom) to ensure development continues after onboarding is complete.
  • Have a high-level understanding of how to use available tools, such as the Predictive Index, to ensure coaching sessions and ongoing support is constructive.
• Possess an in-depth knowledge of our WFM tool within CXOne platform to ensure staffing needs are met and schedules are completed and published no less than two weeks in advance. Manage and maintain schedule adjustments throughout the day. Possess in depth knowledge and understanding of Contact Center reports in CXOne. Monitor the call, email, and chat queues using the call center dashboard to ensure all inbound channels are meeting existing service level commitments.
• Ensure member service quality levels are met by conducting observations/quality monitors for each agent on a weekly basis and provide immediate feedback.
• Performs other duties as assigned.

Experience: Three years to five years of similar or related experience. Prior financial institution contact center experience in a leadership role preferred.

Education: A high school education or GED.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. 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.

Other Skills: Must possess good listening and communications skills; computer skills including Microsoft Office; able to make decisions with minimum information. Possess strong understanding of electronic and web-based services and/or e-commerce processes. Strong technical background with a comfort level in mobile and web technology.

Physical Requirements: Position requires sitting for extended periods of time. Frequent and regular use of computer is required.

Work Environment: High energy and fast paced office environment, subject to stressful situations. Must be available for weekend and after-hours work.