Head of Member Service Center & Experience

People's Credit Union; Middletown (RI); Vor Ort; USD 100.000 - 150.000; Vollzeit

Zusammenfassung

People's Credit Union in Middletown, RI seeks a hands-on Head of Member Service Center to lead the MSC team, oversee daily operations, and implement technology to enhance member experience. The role focuses on service excellence for deposits, loans, and inquiries, while ensuring policy compliance and strong leadership.

The successful candidate will drive operational efficiency, staffing plans, and staff development, fostering a collaborative, accountable culture and ensuring outstanding member

Qualifikationen

• At least five years of progressive banking leadership experience.
• Strong operational oversight of member service centers.
• Experience with core banking, digital channels, and dispute resolution.
• NMLS registration knowledge or ability to obtain.
• Excellent communication and leadership abilities.

Aufgaben

• Lead and direct the Member Service Center team to deliver extraordinary service for accounts, loans, deposits, and inquiries.
• Oversee call routing, monitoring, and digital channels to improve efficiency and member experience.
• Ensure compliance with policies, procedures, and regulatory guidelines; address issues promptly.
• Develop schedules and staffing to meet service goals and workload forecasts.
• Coach employees, conduct performance reviews, and drive talent development.

Kenntnisse

Leadership

Call center management

Banking operations

Regulatory compliance

NMLS knowledge

Jobbeschreibung

People's Credit Union in Middletown, RI seeks a hands-on Head of Member Service Center to lead the MSC team, oversee daily operations, and implement technology to enhance member experience. The role focuses on service excellence for deposits, loans, and inquiries, while ensuring policy compliance and strong leadership.

The successful candidate will drive operational efficiency, staffing plans, and staff development, fostering a collaborative, accountable culture and ensuring outstanding member