Hybrid Leader, Member Solutions Center

American Eagle Financial Credit Union; East Hartford (CT); Hybrid; USD 78,000 - 90,000; Full time

Job summary

American Eagle Financial Credit Union in East Hartford, CT is seeking a Manager for the Member Solutions Center. In this leadership role you will oversee daily contact center operations, mentor managers and frontline staff, and resolve complex member issues with empathy and data-driven decision making.

You will lead with accountability, use performance metrics to drive service improvements, and collaborate across departments to align with AEFCU's mission.

Qualifications

• Minimum 5 years in a management role, banking and/or call center preferred.
• Strong leadership and people-management skills with a customer-focused mindset.
• High school diploma or equivalent; additional education a plus.
• Experience in using data and metrics to drive performance.

Responsibilities

• Lead daily MSC operations and ensure exceptional member service across channels.
• Coach and develop supervisors and team members; foster future leaders.
• Monitor performance metrics, SLAs, staffing, and workflow; adjust as needed.
• Collaborate across departments to support strategic initiatives and service delivery.

Skills

Leadership

People management

Customer service

Decision making

Education

High school diploma or equivalent

Job description

American Eagle Financial Credit Union in East Hartford, CT is seeking a Manager for the Member Solutions Center. In this leadership role you will oversee daily contact center operations, mentor managers and frontline staff, and resolve complex member issues with empathy and data-driven decision making.

You will lead with accountability, use performance metrics to drive service improvements, and collaborate across departments to align with AEFCU's mission.