Assistant Manager, Member Experience

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.

1)      Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives. Activities include but are not limited to staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics and measurements for the call center partners. (35%)

2)      The Assistant Manager ensures continued professional growth of partners through consistent observation, coaching, review of performance & achievement of goals using Individual Development Plans or Corrective Actions when applicable. The Assistant Manager mentors, coaches, observes and supports the professional development of the partners. (20%) 

3)      Lead the Member Help Center to consistently meet Key Performance Indicators and established member experience standards providing members with extraordinary service. Results are measured through NPS, call quality monitoring scores and contact center metrics. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (20%).

4)      Maintain appropriate staffing levels with well trained and motivated partners. Continued on-boarding of new Member Experience Representatives, provide quality on the job training through stratification and maximizing partner engagement in alignment with the credit union’s culture and values. Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods. (10%)

5)      Assist with developing and executing annual objectives, goals, and strategies for the Member Experience Representatives. The Assistant Managers drives team performance, resolves escalated member and partner inquiries. Also handles 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.  (5%)

6)      Acts as liaison to other WPCU Departments, increasing inter-departmental communication, identifies relationship building opportunities and makes recommendations on how to improve member experience by collaborating with other areas. (5%)

7)      Performs other duties as required (5%)

Specialized or Technical Knowledge and Skills: The MHC Assistant Manager, Member Experience must possess a high degree of working technical knowledge in the areas of Member Service, products and services, problem solving and excellent decision/judgment skills.  The following is also required:

1)      High School Diploma or GED required.  Associate’s Degree preferred in related field or equivalent combination of education and experience. 

2)      A minimum of two years related experience and/or training; or equivalent financial and or management experience preferred.  A proven ability to effectively lead a team is required.  Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.  

3)      Demonstrated ability to lead others

4)      Demonstrated ability to analyze, reason, problem solve, and prioritize work independently. 

5)      Ability to motivate, develop and reward staff

6)      Effective time management 

7)      Demonstrated ability to work in a fast paced and ever-changing environment

8)      Excellent analytical, managerial, written, communication and interpersonal skills.

9)      Must be familiar with Member Experience operations

10)  Demonstrated intermediate knowledge with Microsoft Office and Workforce Management products.

11)  NMLS is required.