Member Experience & Card Services Lead

Catholic Charities Diocese of Palm Beach, Inc.; Key West (FL); Presencial; USD 68 000 - 83 000; Tempo integral

Resumo da oferta

Catholic Charities Diocese of Palm Beach, Inc. is seeking a Member Care Manager to lead day-to-day operations of the Call Center and Card Services. You will oversee staff, ensure service levels, and drive quality, confidentiality, and cost-effective member interactions.

The role requires coordinating training and resolving escalated issues across multiple departments. The incumbent collaborates with Compliance, Risk, and vendors to uphold legal requirements and promote efficient card portfolio

Qualificações

• Education: High school diploma or GED; bachelor's degree in a related field preferred.
• Experience: Five years of member service experience; at least two years of financial operations environment; supervisory/leadership experience.
• Two years of call center experience preferred.
• Bilingual ability in Spanish, Creole, or Czech preferred.

Responsabilidades

• Lead day-to-day operations of Call Center and Card Services.
• Supervise, coach, develop, and motivate staff; manage performance and attendance.
• Ensure service levels, quality standards, and productivity goals are met across units.
• Manage fraud, disputes, and risk coordination within card programs.
• Coordinate training and staff development; handle escalated member concerns.
• Work with Compliance, Risk, and vendors to meet legal/regulatory requirements.
• Monitor card portfolio performance; develop reports and KPI presentations.

Conhecimentos

Leadership

Staff development

Customer service

Coaching

Training

Performance metrics

Communication

Formação académica

High school diploma

Bachelor's degree preferred

Ferramentas

PSCU

Ultrafis

Descrição da oferta de emprego

Catholic Charities Diocese of Palm Beach, Inc. is seeking a Member Care Manager to lead day-to-day operations of the Call Center and Card Services. You will oversee staff, ensure service levels, and drive quality, confidentiality, and cost-effective member interactions.

The role requires coordinating training and resolving escalated issues across multiple departments. The incumbent collaborates with Compliance, Risk, and vendors to uphold legal requirements and promote efficient card portfolio