Head of Member Service & Experience Center

People's Credit Union; Middletown (RI); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Emerging Leaders program

Career mobility

Incentive plan

Job summary

People’s Credit Union is seeking a Head of Member Service Center to lead a high-performing team, implement new technology, and enhance the member experience. The role requires strategic thinking, leadership, and a focus on development and accountability across the MSC and related operations.

You will oversee call center and digital banking operations, ensure service goals are met, and collaborate with retail leadership to align with organizational priorities.

Qualifications

• 5+ years of progressive experience in banking leadership.

Responsibilities

• Lead and direct the Member Service Center team and MSC Team Lead to deliver extraordinary service.
• Oversee the maintenance and updates to the MSC manual and procedures.
• Ensure compliance with policies, procedures, and regulatory guidelines.
• Develop schedules to ensure adequate coverage based on volume and goals.
• Coach and evaluate staff with monthly one-on-one sessions and annual reviews.

Skills

Leadership

Strategic thinking

People development

Communication

Tools

Glia

Job description

People’s Credit Union is seeking a Head of Member Service Center to lead a high-performing team, implement new technology, and enhance the member experience. The role requires strategic thinking, leadership, and a focus on development and accountability across the MSC and related operations.

You will oversee call center and digital banking operations, ensure service goals are met, and collaborate with retail leadership to align with organizational priorities.