All team members work toward a common purpose to Brighten the Financial Future of the Communities We Serve. Each employee supports our members by promoting and offering relevant services and products to meet their diverse needs. We deliver outstanding service by embracing our core values of Integrity, Collaboration, Accountability, Passion, and Self-Improvement.
POSITION PURPOSE
Leads the Member Care Center as a modern contact center operation focused on resolving immediate member needs, anticipating unstated needs, and delivering consistent service, sales, productivity, quality, and digital engagement results. Assists in the development of strategic business plans and executes on those plans. Recommends staffing strategies, technology enhancements, operating models, and service standards aligned with member demand, organizational growth, risk expectations, and the overall Credit Union strategy. Honors the Five Star Service Standards pledge by providing professional service externally to members and internally to the entire Five Star team. Provides leadership over high-volume phone and digital interactions, member issue resolution, performance management, compliance controls, reporting, continuous improvement, and team development within the Member Care Center.
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ESSENTIAL FUNCTIONS AND BASIC DUTIES
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Assumes responsibility for the effective and efficient performance of Member Care Center operations.
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Ensures members are promptly and professionally served by hiring, coaching, and training personnel to maintain high member service standards.
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Ensures established policies, procedures, risk controls, and member protection standards are consistently followed in daily workflows by monitoring and improving telephone handling, digital messaging response, authentication practices, and escalation procedures.
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Maintains overall accountability for Member Care Center compliance with Credit Union policies, legal and regulatory requirements, fraud prevention expectations, privacy standards, and documented operating controls.
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Supervises and assists with member service functions. Supports needs-based recommendations and appropriate Credit Union product and service solutions.
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Recommends appropriate staffing levels based on scheduling, forecasting, capacity management, and daily workflow to balance service levels, cost, employee experience, and member demand across phone and digital channels.
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Owns member experience and operational performance metrics, including service level, hold time, abandonment rate, call volume, digital interaction volume, quality, accuracy, resolution effectiveness, and other quantitative and qualitative measures; analyzes trends and implements actionable improvements.
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Conducts effective resource planning to maximize productivity and scalability of people, technology, operating hours, hybrid or remote work strategies, and digital service capabilities.
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Researches, recommends, and supports implementation of contact center technology, digital tools, self-service solutions, and AI-enabled capabilities that improve service levels, member outcomes, productivity, and operational insight.
2. Effectively supervises Member Care Center staff, ensuring optimal sales and service performance.
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Maintains a strong focus on the member experience and ensures team decisions, priorities, and daily actions are member-centric, balancing operational efficiency with high service quality.
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Provides strong leadership during change or transitions by clearly communicating strategy, setting measurable goals and objectives, building alignment, and sustaining team engagement during operational, technology, and service model transformation.
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Continually identifies improvement opportunities by analyzing performance data, member feedback, call and digital interaction trends, staffing effectiveness, and process gaps; recommends actionable changes to strengthen service, efficiency, and member outcomes.
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Achieves established sales and service goals.
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Responsible for training, coaching, and supervising the Member Care Center team to ensure high-quality work, operational efficiency, strong member advocacy, compliance discipline, and consistent execution of service standards. Determines work methods and workflow through assigning, directing, coordinating, and reviewing tasks.
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Conducts regular meetings and huddles with the Member Care Center team to inform, motivate, train, reinforce priorities, review performance trends, communicate change, and address areas needing improvement or procedural updates.
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Serves as the first point of contact to resolve issues or complaints that arise in the Member Care Center.
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Ensures team members work efficiently with effectiveness and optimization of work flows to maintain a well-functioning, engaged, and cohesive team. Determines appropriate staffing levels, schedules, and coverage strategies to support service levels, employee experience, and responsible resource utilization.
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Tracks individual progress, provides timely coaching, and conducts performance appraisals on each employee at least annually. Evaluates performance using clear standards and key metrics, including quality, accuracy, service level, call-waiting time, productivity, resolution effectiveness, digital interaction handling, and adherence to procedures.
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Approves all PTO, overtime, and timecards for each Member Care Center employee. Ensures accurate payroll and attendance records are maintained.
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Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
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Keeps supervisor informed of area activities and significant problems.
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Completes required reports, records, dashboards, and performance summaries accurately and promptly for upper management, using data to highlight trends, risks, opportunities, and recommended actions.
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Attends and participates in meetings as required.
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Collaborates with other lines of business to improve member experience, strengthen processes, address feedback, and support enterprise initiatives.
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Assumes responsibility for related duties as required or assigned.
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Assists other departments as necessary.
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Fills in and performs duties in the Member Care Center as needed.
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Attends assigned training sessions and stays current on all operational procedures.
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Actively and professionally supports needs-based recommendations and appropriate Credit Union product and service solutions.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent.
REQUIRED KNOWLEDGE: Advanced knowledge of Credit Union policies, procedures, products, services, risk controls, compliance requirements, member protection expectations, and modern contact center operations.
Advanced understanding of Credit Union products and services.
Knowledge of sales, service management, workforce planning, forecasting, capacity management, performance analytics, digital service delivery, AI-enabled service tools, and leadership practices.
EXPERIENCE REQUIRED: A minimum of 5 years of progressive leadership experience in a modern contact center, call center, member service, or comparable high-volume service environment.
Proven experience leading contact center teams, scaling operations, implementing technology or process improvements, managing staffing models and operating hours, and improving service outcomes across phone and digital channels.
SKILLS/ABILITIES: Excellent communication, change leadership, public relations, and stakeholder alignment skills.
Ability to multi-task under pressure in a team environment.
Proficient in MS Office, contact center platforms, reporting tools, digital communication channels, and technology solutions that support efficient service delivery.
Decision-making skills grounded in member impact, data, risk, compliance, and organizational priorities.
Excellent leadership, coaching, accountability, development, and supervisory skills with the ability to drive high performance while supporting engagement and retention.
Attention to detail.
Strong understanding and use of analytics skills in the evaluation of performance, member service metrics, quality monitoring, digital interaction metrics, workforce analytics, and continuous improvement practices.
Experience in basic financial analysis, including cost-effectiveness and cost-benefit analysis.
Ability to proactively identify opportunities, recommend actionable improvements, and make strategic decisions that support member experience, operational soundness, and organizational growth.
Certified Call Center Manager (CCCM) or equivalent qualification is a plus.
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
TALKING: Position requires capacity for almost continuous verbal communication and detailed or important instructions or ideas must frequently be conveyed accurately, loudly or quickly.
AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.
AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
PHYSICAL STRENGTH: Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.
WORKING CONDITIONS
NONE: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
REASONING ABILITY: Ability to interpret information, evaluate options, apply sound judgment, and resolve complex operational, service, staffing, and member-related issues within established guidelines.
MATHEMATICS ABILITY: Ability to work with performance metrics, staffing data, financial information, and operational reports to identify trends, evaluate results, and support business decisions.
LANGUAGE ABILITY: Ability to read, interpret, and apply policies, procedures, reports, business communications, and member-facing information accurately.
Ability to prepare clear, professional written communications, reports, coaching documentation, and operational updates.
Ability to communicate clearly and professionally with team members, members, leadership, and business partners in both routine and complex situations.
INTENT AND FUNCTION OF JOB DESCRIPTIONS
Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.
All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.
