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Member Engagement Center Operations Manager

2 months ago

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

Position Summary

The Member Engagement Center Operations Manager will oversee the operations of the Member Engagement Center at CommonWealth One FCU, 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 Member Engagement Center and leading business initiatives aimed at enhancing innovation and improving the member experience. The Manager will also spearhead special projects and participate in various teams to achieve the strategic goals of the organization. Additionally, this position is responsible for the training, development, 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, including self-service options.
  • Investigate inquiries and resolve complex or sensitive issues.
  • Conduct live performance observations and coaching sessions.
  • Manage staffing needs during peak times and for digital platforms.
  • Complete annual performance reviews for team members in a timely manner.
  • Provide ongoing coaching and performance tracking for team members.

Operations and Compliance:

  • Deliver member services effectively in line with established policies and standards.
  • Ensure adherence to all relevant federal regulations.
  • Maintain and create departmental procedures.
  • Report on Member Engagement Center metrics and incentives.
  • Communicate significant departmental concerns to management promptly.
  • Provide recommendations for operational improvements.
  • Administer payment platforms and manage user access.
  • Conduct training for new hires on all relevant systems.
  • Manage vendor relationships for phone systems and track service requests.
  • Ensure all administrative tasks are completed within desired service levels.

Team Member Performance:

  • Hold team members accountable for achieving individual performance metrics.
  • Address performance issues in a timely and appropriate manner.
  • Facilitate ongoing training and career development opportunities.
  • Conduct monthly quality assurance reviews of calls.
  • Perform additional duties as assigned.

Performance Expectations

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

Education & Experience

  • Five to eight years of experience in managing a call center, preferably within a financial institution.
  • Bachelor's Degree preferred.
  • Proven supervisory experience with a focus on coaching and developing high-performing teams.
  • Familiarity with Fair Lending laws and regulations.
  • Knowledge of credit union policies and procedures is advantageous.

Skills & Abilities

  • Experience with Fiserv Datasafe and/or MeridianLink is a plus.
  • Strong organizational skills with the ability to manage competing priorities.
  • Ability to work independently under pressure.
  • Excellent written, verbal, and interpersonal communication skills.
  • Proficient in Microsoft Office and banking/lending platforms.
  • Strong problem-solving and decision-making abilities.
  • Effective team-building and motivational skills.