Member Experience Lead — Contact Center

Superior Choice; Northern (KY); Hybrid; USD 60,000 - 70,000; Full time

Job summary

Superior Choice is seeking a Contact Center Manager to oversee a Credit Union contact center in Wisconsin. The role focuses on fast, courteous service, handling member inquiries, and directing calls to appropriate departments.

It requires leadership of the team and ensuring accurate data entry across systems. Responsibilities include training staff, identifying sales opportunities, and optimizing processes to improve efficiency and member satisfaction.

Qualifications

• One to three years of similar or related experience.
• High school education or equivalent.

Responsibilities

• Assist members and employees with inquiries through the contact center.
• Schedule, train, and monitor the work of staff within the contact center.
• Identify cross-sell opportunities and promote these services to members.
• Improve department operating methods and procedures.
• Ensure member account information is correctly entered in all computer systems.
• Maintain a positive attitude toward Credit Union initiatives and support member acquisition and retention.
• Work well in a team environment and independently.
• Use office technology (computer, internet, email, etc.).
• Be able to work in an office environment for at least 8 hours per day.

Skills

Microsoft Office

Loan software

Communication skills

Detail oriented

Education

High school diploma or equivalent

Job description

Superior Choice is seeking a Contact Center Manager to oversee a Credit Union contact center in Wisconsin. The role focuses on fast, courteous service, handling member inquiries, and directing calls to appropriate departments.

It requires leadership of the team and ensuring accurate data entry across systems. Responsibilities include training staff, identifying sales opportunities, and optimizing processes to improve efficiency and member satisfaction.