Member Engagement Center Service Manager

RadiFi Credit Union (formerly known as Jax Federal Credit Union) is seeking a Member Engagement Center Service Manager to be responsible for leading and managing the overall service delivery and operational effectiveness of the credit union's contact center service department. This role ensures that members receive timely, accurate, and courteous support through multiple service channels, including phone, live chat, and secure messaging. The Member Engagement Center Service Manager oversees daily team operations, drives service standards, and champions a culture of member-first support, ensuring a consistent and high-quality experience for every interaction.

This position is accountable for workforce management, team coaching, performance monitoring, and service recovery, as well as for collaborating across departments to improve processes, technology, and member outcomes. The ideal candidate is a hands-on leader with a passion for service excellence, operational efficiency, and team development.

In addition to leading a team of Member Service Representatives, this role owns the member engagement center phone system and serves as the organization's subject matter expert (SME) for telephony platforms, call routing, reporting, and optimization.

Major Duties and Responsibilities

• Provide day-to-day leadership and oversight of contact center operations, ensuring high-quality service across all channels.
• Establish and maintain service level goals (SLAs), response time standards, and member satisfaction benchmarks.
• Monitor member interactions (calls, chats, messages) for quality, accuracy, professionalism, and adherence to policy.
• Serve as an escalation point for complex member issues and ensure timely resolution with a focus on service recovery.
• Supervise, coach, and develop a team of Member Service Representatives.
• Create and maintain schedules to ensure adequate coverage during business hours, including peak periods and holidays.
• Conduct regular team meetings, performance reviews, and individual coaching sessions to foster engagement and professional growth.
• Identify skill gaps and coordinate training to ensure team readiness on products, systems, and service procedures.
• Utilize contact center technology to manage workflow and evaluate performance metrics (e.g., first call resolution, abandonment rate, average handle time).
• Support the implementation of new tools or enhancements to improve contact center operations and digital support capabilities.
• Partner with IT, Digital Banking, and Operations teams to ensure systems are functioning properly and securely.
• Identify opportunities to streamline workflows and reduce call and message volume through proactive solutions, automation, or self-service enhancements.
• Ensure adherence to all applicable policies, procedures, and regulatory requirements (e.g., BSA/AML, Reg E, UDAAP).
• Maintain detailed documentation and reporting for internal audits, performance analysis, and compliance reviews.
• Performs other duties as assigned.

Knowledge and Skills

EXPERIENCE

Minimum five (5) years of experience in a contact center environment, including two or more (2+) years in a supervisory or managerial capacity, preferably in a financial institution or credit union.

EDUCATION/CERTIFICATIONS/LICENSES

(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree, or (3) substantial job-specific skills gained through relevant work experience. Degree in Business, Communications, Finance, or related field preferred.

INTERPERSONAL SKILLS

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

OTHER SKILLS

• Strong understanding of banking or credit union products, services, and service regulations.
• Experience managing multi-channel support (phone, chat, secure messaging, etc.).
• Exceptional leadership, coaching, and interpersonal skills.
• Proficient in contact center platforms (e.g., Talk Desk, Eltropy preferred), consumer lending systems, and Microsoft Office Suite.
• Strong analytical and problem-solving skills with attention to detail and a service-oriented mindset.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced, service-focused environment.

ADA Requirements

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

WORKING CONDITIONS

The noise level in the work environment is usually moderate.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.