Member Engagement Center Operations Manager

2 weeks ago

Alexandria, Virginia, United States CommonWealth One Federal Credit Union Full time

Position Overview


The Member Engagement Center Operations Manager will lead the Credit Union's Member Engagement Center by ensuring that both strategic and departmental objectives are met, while maintaining exceptional service standards for our members and addressing their financial service needs.

This role encompasses overseeing the administrative functions of a multi-channel Member Engagement Center, as well as managing business initiatives aimed at fostering innovation and enhancing the member experience for future operations.

The Manager will spearhead special projects and participate in various project teams to achieve CommonWealth One's strategic objectives. Additionally, the Manager is responsible for the development, training, and retention of the Member Engagement team members.

Employment Type: Full-Time (Exempt)

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

Responsibilities

Department Performance:

  • Achieve departmental goals and contribute to the overall success of the organization.
  • Enhance Credit Union business 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 assessments of call performance.
  • Facilitate live coaching sessions between Senior Member Engagement Advisors and their teams.
  • Manage overflow staffing requirements for digital platforms or during peak periods.
  • Complete and conduct annual performance reviews for team members punctually.
  • Provide team members with regular coaching and key performance indicators to track individual progress.

Operations and Compliance:

  • Deliver member services efficiently and effectively in line with established Credit Union policies and standards.
  • Ensure adherence to all relevant federal regulations, including the Bank Secrecy Act, Security, OFAC, and SAFE Act.
  • Maintain compliance with operational policies and procedures.
  • Develop and maintain departmental procedures.
  • Report on Member Engagement Center metrics and incentives.
  • Communicate significant member or departmental concerns to management promptly.
  • Provide recommendations for enhancing operational efficiency or effectiveness.
  • Oversee the Bill Pay platform, including fraud notifications and user management.
  • Manage payment platforms, including approval overrides and user management.
  • Conduct training for new hires on all systems administered.
  • Coordinate vendor management for the phone system, including reporting, tracking, and managing vendor tickets.
  • Handle all administrative responsibilities within desired Service Level Agreements.
  • Participate in and facilitate organizational projects as needed.
  • Conduct phone screenings and interviews for open positions as required.
  • Review and approve all schedules to ensure adequate operational coverage aligned with business needs.

Team Member Performance:

  • Hold team members accountable for achieving individual performance objectives.
  • Address performance issues among team members in a timely and appropriate manner.
  • Provide ongoing training and career development opportunities for the team.
  • Complete monthly quality assurance call evaluations.
  • Perform other duties as assigned.

Performance Expectations

  • Supervise departmental activities in compliance with all federal and state laws, regulations, and Credit Union policies.
  • Achieve departmental goals and metrics.
  • Monitor productivity and quality standards.
  • Ensure compliance with all applicable regulatory standards, collaborating with management, auditors, and vendors.
  • Maintain effective communication and professional relationships with all Credit Union departments, members, and vendors.
  • Keep leaders informed of departmental activities.
  • Stay updated on Credit Union products, services, and issues affecting the financial business environment.
  • Uphold and convey the Credit Union's professional reputation.
  • Demonstrate the Credit Union's Core Values and Cultural Beliefs.

Education & Experience

  • Five to eight years of experience managing a call center department, preferably within a financial institution.
  • Bachelor's Degree is preferred.
  • Supervisory experience with a focus on coaching and training a team to achieve high performance.
  • Knowledge of laws and regulations related to Fair Lending.
  • Familiarity with IRA Requirements and Regulations.
  • Understanding of Credit Union policies and procedures is preferred.

Skills & Abilities

  • Experience with Fiserv Datasafe and/or MeridianLink is advantageous.
  • Strong organizational skills with the ability to manage competing priorities.
  • Capability to work independently and under pressure of deadlines.
  • Excellent written, verbal, and interpersonal communication skills.
  • Proficiency in Microsoft Office software, banking/lending platforms, and standard office equipment.
  • Strong problem-solving and decision-making abilities.
  • Skills in team building and motivation.

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