Assistant Manager, Member Experience

About the role

The Assistant Manager, Member Experience is responsible for supervising and leading the daily operations of member experience activities within the Member Help Center. The Assistant Manager is also responsible for coaching and developing partners to deliver extraordinary member service for members and partners via remote delivery channels (telephone, mobile, web, and e-mail). Maintaining consistent communication and training expectations for each partner on their team throughout the Member Help Center and assuring partners are providing members with simply extraordinary service while consistently achieving Wright-Patt Credit Union’s high service standards within a fast paced, high call volume environment. Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives.

Responsibilities

• Supervise and lead daily member experience operations in the Member Help Center
• Coach and develop partners to deliver extraordinary service via telephone, mobile, web, and email
• Manage staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics
• Ensure continued professional growth of partners through consistent observation, coaching, performance reviews, and Individual Development Plans or Corrective Actions when applicable
• Mentor, coach, observe, and support professional development of partners
• Lead the Member Help Center to consistently meet Key Performance Indicators and member experience standards measured through NPS, call quality monitoring scores, and contact center metrics
• Ensure assigned business units operate efficiently and reliably, comply with applicable laws and regulations, maintain appropriate operating controls to mitigate risk, and perform at a high level
• Maintain appropriate staffing levels with well trained and motivated partners
• Provide on-boarding for new Member Experience Representatives and quality on-the-job training through stratification and maximizing partner engagement in alignment with credit union culture and values
• Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods
• Assist with developing and executing annual objectives, goals, and strategies for Member Experience Representatives
• Drive team performance and resolve escalated member and partner inquiries
• Handle escalated issues and member concerns assigned back to the MHC from Specialty Services to ensure member satisfaction
• Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies
• Act as liaison to other WPCU Departments, increasing inter-departmental communication, identifying relationship building opportunities, and making recommendations on how to improve member experience by collaborating with other areas
• Perform other duties as required

Qualifications

• High School Diploma or GED required
• Associate's Degree preferred in related field or equivalent combination of education and experience
• Minimum of two years related experience and/or training; or equivalent financial and/or management experience preferred
• Experience in a call center environment, preferably at a Credit Union or other financial institution, is preferred
• Proven ability to effectively lead a team required
• Demonstrated ability to analyze, reason, problem solve, and prioritize work independently
• Ability to motivate, develop, and reward staff
• Effective time management
• Demonstrated ability to work in a fast paced and ever-changing environment
• Excellent analytical, managerial, written, communication, and interpersonal skills
• Must be familiar with Member Experience operations
• Demonstrated intermediate knowledge with Microsoft Office and Workforce Management products
• NMLS required