Member Care Manager

Title: Member Care Manager

Reports to: Senior Director of Member Engagement and Virtual Delivery

Supervises: Senior Member Care Analyst, Workforce Management Analyst, Quality Assurance Administrators

Status: Exempt

Objective

The Member Care Manager implements and manages the Credit Union's systems for measuring, reporting, and utilizing member feedback to improve the quality of external and internal member service experiences. Within the context of KEMBA's Member Care Strategy, this person helps to support and drive excellence in the areas of member service, process, experience, Workforce Management, and Quality Assurance. This person also has responsibility for managing all aspects of the Credit Union's Member Complaints Process.

Duties and Responsibilities

• Oversees the management of the Credit Union's system(s) for measuring and reporting on the quality of external and internal member service experiences
• Oversees the analyzed results, identified trends, and communication of key findings to managements
• Oversees the member feedback and help support the transfer of information into meaningful, actionable information
• Using member feedback in coordination with observation and/or research, manages the recommendations to management for service and process improvements
• As directed, coordinates, or supports the implementation of recommended improvements in partnership with appropriate department leaders and associates
• In coordination with the Credit Union's management team, develops and implements strategies to incorporate Member Care into all aspects of KEMBA's culture, ensuring service excellence remains a key focus for the entire organization
• Oversees and manages key Member Care findings and best practices throughout the organization with goal of improving member service experiences
• Manages the daily management of alert assignment within the NPS system to ensure members are followed up with in the designated timeframes in the program.
• Facilitates delivery of member feedback and/or complaints to appropriate management and follows-up to ensure feedback is responded to in an appropriate manner within specified time frame and standards.
• Responds to member feedback and complaints and personally follows-up with members and associates as needed
• Supports the Senior Director of Member Engagement and Virtual Delivery in identifying and establishing key service metrics, benchmarks, and goals to evaluate the effectiveness of the Credit Union's Member Care Strategy; routinely reports results on service experiences, scores, and progress of related initiatives in a timely and accurate manner
• Coordinates all monitoring and reporting related to the Member Complaints Process
• Assists management in reviewing and establishing process, service standards, and training as needed
• Provides support and input on initiatives related to the introduction or enhancement of Credit Union products, processes, services, or system solutions which impact member experience
• As needed, audits, or observe existing processes, service, and member communications, ensuring quality control, consistency, and a focus on the member
• Manages our Internal Service Survey Program (KEMBA Echo), including the delivery of data and action plans
• Ensure the completion of daily, weekly, monthly, quarterly, and annual monitoring and reporting activities
• Helps support the completion of Senior Management and Board Reports
• Manages vendor partnerships, as necessary, for coordinating Member Care measurements and data reporting
• Trains management and/or staff on how to use Member Care metric systems or software and how to interpret and act on feedback. Coordinates training to support the Member Complaints Process
• Manages the reporting of results on quality assurance metrics, service experiences, scores, and progress of related initiatives in a timely and accurate manner
• Develops an understanding of credit union history, philosophy, organization, policies, and operational procedures
• Performs all duties in a manner that is fully compliant with applicable industry regulations as well as KEMBA policy and procedures
• On a self-directed basis, continues to improve individual level of competency through training and certification on established educational programs

• Relates to others beyond giving and receiving instructions:

• Works well with partners and peers

• Performs work activities requiring negotiating, instructing, supervising, persuading, or speaking with others

• Responds appropriately to feedback

• Performs other duties as assigned

Required Qualifications

• Associate or bachelor's degree in a business-related field or equivalent combination of education and experience
• 5+ years of customer care experience
• 3+ years of leadership experience
• To be successful in this role, the ideal person for this position must:
• Be passionate about service excellence for both external and internal members
• Have demonstrated the ability to influence positive change within an organization
• Possess strong interpersonal skills and be able to effectively communicate using a variety of mediums
• Can work independently and in a team-oriented, collaborative environment
• Can interpret and analyze market research, trends, and data
• Consistently exhibit solid decision making and sound judgment in problem solving
• Possess strong organizational and analytical skills and attention to detail
• Can manage multiple projects and priorities simultaneously.
• Be knowledgeable regarding Credit Union processes, services, operations, and products

Desired Qualifications

• Prior experience in a financial or banking institution

Physical Demands

The physical demands listed below represent those necessary to perform the essential functions of this role. Reasonable accommodation may be provided to enable individuals with disabilities to perform these functions.

The employee is regularly required to sit, use their hands, reach with their arms, and communicate verbally and orally. Occasional standing, walking, and lifting of objects up to 25 pounds are required. Vision requirements include close, distance vision, and focus adjustment.