Hybrid Manager, Member Solutions Center & Experience

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

Benefits offered by this job

Hybrid work model

Job summary

American Eagle FCU is seeking a Manager, Member Solutions Center in East Hartford, CT (Hybrid). Lead a high-performing contact center, oversee daily operations, coach future leaders, and use data-driven insights to elevate member experience.

You will manage service levels, staffing, and processes across channels, partnering with teams to deliver timely, accurate, and empathetic support while driving continuous improvement and organizational goals.

Qualifications

• Minimum 5 years of management experience (banking/call center preferred).
• Strong leadership and coaching skills.
• Proven ability to use data to drive service improvements.

Responsibilities

• Oversee daily MSC operations and service delivery.
• Coach and develop frontline leaders and staff.
• Monitor metrics, SLAs, staffing, and workflow.
• Collaborate across departments to enhance member experience.
• Lead process improvements and initiatives.

Education

HS Diploma or Equivalent

Job description

American Eagle FCU is seeking a Manager, Member Solutions Center in East Hartford, CT (Hybrid). Lead a high-performing contact center, oversee daily operations, coach future leaders, and use data-driven insights to elevate member experience.

You will manage service levels, staffing, and processes across channels, partnering with teams to deliver timely, accurate, and empathetic support while driving continuous improvement and organizational goals.