Member Engagement Center Director

1 week ago

Alexandria, Virginia, United States CommonWealth One FCU Full time
Job Overview

Position Summary

The Member Engagement Center Director will oversee the operations of the Member Engagement Center, ensuring that both strategic and departmental objectives are met while maintaining exceptional service standards for our members. This role involves managing the administrative functions of a multi-channel service center and leading innovative projects aimed at enhancing the member experience. The Director will also play a key role in the development, training, and retention of team members.

Employment Type: Full-Time (Exempt)

Working Hours: Monday-Friday: 8am - 5:30pm; Saturday 9am - 2pm.

Key Responsibilities

Department Performance:

  • Achieve departmental goals while contributing to the overall objectives of the organization.
  • Enhance business growth by expanding and retaining member relationships.
  • Guide staff in identifying sales opportunities and promoting additional products and services.
  • Address complex inquiries and resolve sensitive issues effectively.
  • Conduct performance observations and coaching sessions.
  • Manage staffing needs during peak times and for digital platforms.
  • Complete annual performance reviews for team members punctually.
  • Provide ongoing coaching and performance tracking for team members.

Operations and Compliance:

  • Deliver member services efficiently in line with established policies and standards.
  • Ensure adherence to all relevant federal regulations.
  • Maintain and update departmental procedures.
  • Report on Member Engagement Center metrics and incentives.
  • Communicate significant concerns to management promptly.
  • Propose improvements for operational efficiency.
  • Administer payment platforms and manage user access.
  • Facilitate training for new hires on all systems.
  • Coordinate vendor management for communication systems.

Team Member Development:

  • Hold team members accountable for their performance metrics.
  • Address performance issues in a timely and appropriate manner.
  • Provide continuous training and career development opportunities.
  • Conduct quality assurance reviews of team interactions.
  • Perform additional duties as assigned.

Performance Expectations

  • Ensure compliance with all applicable laws and regulations.
  • Achieve departmental goals and metrics consistently.
  • Monitor productivity and quality standards.
  • Maintain effective communication with all departments and stakeholders.
  • Keep leadership informed of departmental activities and updates.
  • Uphold the organization's professional reputation and core values.

Qualifications

  • Five to eight years of experience in managing a call center, preferably in the financial sector.
  • Bachelor's Degree preferred.
  • Proven supervisory experience with a focus on coaching and team development.
  • Knowledge of relevant laws and regulations.

Skills & Abilities

  • Experience with relevant software platforms is advantageous.
  • Strong organizational skills with the ability to manage competing priorities.
  • Ability to work independently under pressure.
  • Excellent written and verbal communication skills.
  • Proficient in Microsoft Office and standard office equipment.
  • Strong problem-solving and decision-making abilities.
  • Effective team-building and motivational skills.

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