Job Details

Campus Federal Credit Union is seeking a Member Relations Center Manager to join our team! The primary purpose of this position is to assist Campus Federal in our Mission, to enhance the lives of our members and the communities we serve. This is accomplished by developing a highly effective team of employees to their highest potential through coaching and leadership and providing excellent service to members and to team members.

This position will be responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend appropriate credit union solutions that will enhance the lives of our members. The position oversees all call center activities involving remote access with our members via oral, virtual and digital communication with our membership.

Responsibilities:

• Responsible for the daily operation, supervision, guidance, coaching, recognition, motivation, training, and performance reviews of department personnel in alignment with strategic goals
• Perform direct supervisory duties of department staff and coordinates staffing coverage
• Develop and maintain monthly reports to support efficient and member centric operations
• Oversee the implementation, enhancement and support of call center systems
• Ensure staff members are achieving desired service levels and taking corrective action as needed
• Attain sales production, member retention, quality control and member service goals
• Resolve member complaints in a timely manner that will maintain member loyalty and protect the reputation of the credit union
• Handles complex internal and external member inquires, financial transactions, account maintenance and problem resolution in an accurate and timely manner
• Maintains a working knowledge of all Credit Union products and services
• Establish and maintain best practices for cross sales, loan applications, new accounts, inbound and outbound calls, and for the retention of members
• Maintain and promote the image of the Credit Union in a professional and positive manner
• Ensure all regulatory, compliance, and sensitive member information is maintained and secure.
• Provide sales and service support for marketing campaigns and product launches
• Delegate day to day operations to the Branch Operations Manager or other personnel
• May perform duties in the absence of the Branch Operations Manager or other such management capacities as directed by the VP of Consumer Services

Education and Experience:

• Bachelor’s degree preferred with 3 years of experience as a supervisor or manager in a call center environment. Experience in a financial institution preferred.

Benefits include: 100% paid health, dental and LTD insurance for the employee. Other benefits and dependent benefits available. Generous paid vacation and paid sick leave also available.

Due to the high volume of applicants, only those most qualified will be contacted.