Lead Contact Center & Member Experience Manager

Centra-Credit-Union; Columbus (IN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Interpreting differential

Job summary

Centra Credit Union in Columbus, IN, seeks a Contact Center Relationship Manager to lead the multi-channel Contact Center and develop team members, ensuring best-in-market member experiences.

You will collaborate with IT and other departments, manage operations, and drive product and service goals while maintaining compliance and security. This role emphasizes leadership, coaching, and a strong commitment to Centra’s values.

Qualifications

• High School Diploma or GED required.
• 1-3 years of related experience preferred.

Responsibilities

• Lead and manage Department activities and Team Members executing the strategic plans for the department and in accordance with engagement focused goals, objectives and policies established.
• Counsel, train, and support Team Members on product knowledge, Member inquiries, and promotion of products and services at the Credit Union. Fosters successful on-boarding and in-boarding of new Team Members. Supports Team Members in de-escalating incidents and issues to result in creating value.
• Assists Team Members in troubleshooting Centra Phone, Website, Billpayer, Debit/Credit Cards issues, Mobile Banking, and all other products and services.
• Execute and develop collaboration within the organization and other Departments to ensure a team effort and positive member experience delivery.
• Obtain or exceed key product/service goals within the Department to ensure profitable and sound business practices for the Credit Union.
• Maintain ongoing communication with Vice President Contact Center, informing of all pertinent problems, irregularities, new developments, changes, or other important information discovered via Member engagement.
• Maintain compliance with all Credit Union policies, procedures, compliance, and security protocols.
• Engage in projects across the Credit Union providing Contact Center subject matter expertise.
• Ensure the coordination of maintenance, vendor management, and administration of the Interactive Teller Machines (ITM).
• Supervises the day-to-day operations of Contact Center. Supervisory duties include performance management, training and development, and demonstrating and cultivating Centra’s Vision, Mission and Core Values.

Skills

Team Leadership

Customer Service

Troubleshooting

Communication

Education

High School Diploma or GED

Tools

Centra IT Systems

Job description

Centra Credit Union in Columbus, IN, seeks a Contact Center Relationship Manager to lead the multi-channel Contact Center and develop team members, ensuring best-in-market member experiences.

You will collaborate with IT and other departments, manage operations, and drive product and service goals while maintaining compliance and security. This role emphasizes leadership, coaching, and a strong commitment to Centra’s values.