Member Experience Manager

1 month ago

San Antonio, United States Soarion Credit Union Full time
Job DescriptionJob DescriptionJOIN Soarion Credit Union in 2024

We take care of our people: Joining Soarion Credit Union is the career move to make in 2024 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 Manager will play a pivotal role in overseeing the daily operations of our contact center under the leadership and guidance of the Director of Member Experience. This leadership position demands a proactive and dynamic individual capable of managing and inspiring a diverse team of member engagement advisors, leads, and quality analyst. The manager will be responsible for ensuring the team delivers exceptional service while meeting all performance metrics, including service level, abandon rates, quality assurance, efficiencies, and customer service satisfaction.

Key responsibilities include optimizing operational processes, driving coaching and development efforts, and managing complex member escalations. The manager will also collaborate cross-functionally to identify and implement efficiencies, enhance overall performance, and ensure a seamless member experience. This role requires a strategic thinker with strong analytical skills and a commitment to fostering a high-performance culture.

Additionally, the Member Experience Manager will serve as support and backup for our Member Advocacy team, providing assistance and coverage when the Digital Experience Manager is unavailable. This includes stepping in to handle member advocacy issues and supporting the team in addressing complex member needs.

Work Location:

This is an onsite position at our Corporate HQ. Occasional remote work may be available for select positions and is subject to prior approval by management.

What you will be doing:

  • Leadership & Team Management
    • Lead, coach, and develop a team of member engagement advisors, leads, and quality analysts.
    • Lead by example, promoting a culture of excellence, accountability, and continuous improvement.
    • Conduct regular performance evaluations, provide constructive feedback, and implement targeted coaching and development plans.
    • Proactively follow established performance management procedures to deliver on all performance KPIs consistently.

  • Operational Oversight

    • Manage the day-to-day operations of the Contact Center, ensuring efficient handling of member inquiries, transactions, and issues including Workforce Management: schedule optimization to meet required Service Level agreements.
    • Meet all performance measures, including but not limited to service level agreements, abandon rates, efficiencies, and first-contact resolution.
    • Develop and implement operational procedures to enhance service quality and operational efficiency.

  • Quality Assurance

    • Oversee the quality assurance process, ensuring adherence to established standards and procedures.
    • Collaborate with quality analysts to monitor and evaluate member interactions, driving improvements in service delivery.
    • Identify trends and utilize data to create coaching action plans for improvement.

  • Coaching & Development

    • Implement ongoing training and development programs to enhance individual or team skills and performance.
    • Foster an environment that supports professional growth and encourages continuous learning.

  • Member Experience & Escalations

    • Manage complex member escalations with a focus on resolution and satisfaction.
    • Develop strategies to address and mitigate common issues, enhancing the overall member experience.

  • Interdepartmental Collaboration

    • Work closely with other departments to identify opportunities for process improvements and operational efficiencies.
    • Facilitate cross-functional collaboration to support organizational goals and enhance service delivery.

  • Reporting & Analysis

    • Prepare and present detailed reports on Contact Center performance, including key metrics and actionable insights.
    • Use data-driven analysis to guide strategic decisions and operational improvements.

  • Advocacy Team Support

    • Serve as a support and backup for the Advocacy team, assisting with member advocacy issues and providing coverage when the Advocacy Manager is unavailable.
    • Ensure continuity of service and support for complex member needs in the absence of the Advocacy Manager.

  • Business Acumen

    • Project a professional appearance, attitude, and always maintain a high level of integrity and self-motivation.
    • Understands the Credit Union history, philosophy, organization, and bylaws.
    • Follow established policies and procedures.
    • Fulfills the Mission and Vision statements of the Credit Union.
    • Exercises superior judgment when handling problems pertaining to members and/or employees.

What you'll bring along:

  • Bachelor’s degree in Business Administration, Management, or a related field; or equivalent work experience.
  • Minimum of 3 years of experience in contact center management or a similar role, with a proven track record of leading and motivating teams.
  • Strong understanding of contact center operations, including best practices in service delivery, quality assurance, and performance management.
  • Excellent leadership, communication, and interpersonal skills, with the ability to engage and inspire a diverse team.
  • Proficiency in using contact center software, CRM systems, and performance analytics tools.
  • Strong problem-solving abilities and the capacity to manage multiple priorities in a demanding environment.


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.


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