Member Experience Manager, Contact Center

Nusenda Credit Union; Albuquerque (NM); On-site; USD 52,000 - 66,000; Full time

Job summary

Nusenda Credit Union in Albuquerque, NM is seeking a Member Service Manager (MSM) to lead the Member Service Representative Team in our Contact Center. You will oversee daily operations, coaching, training, and performance reviews to ensure exceptional member service across phone, email, and chat channels.

The role emphasizes staff development, process improvement, and strong communication to meet service metrics.

Qualifications

• Three to five years of similar or related experience.
• Associates Degree in Business Administration or related field.
• Strong supervisory and leadership capabilities.
• Excellent written and verbal communication.
• Proficient in Microsoft Office and banking systems.

Responsibilities

• Oversee delivery of member service via phone, chat, email.
• Meet service expectations; assist with transactions and cross-sell products.
• Ensure processes are followed and updated for efficiency.
• Oversee daily operations; hire, train, and evaluate staff.
• Conduct team meetings and monitor call quality.
• Track performance metrics such as call quality, productivity, service levels.

Skills

Supervisory skills

Technical aptitude

Compliance knowledge

Leadership

Written communication

Verbal communication

Customer service

Problem solving

Microsoft Office

Banking systems

Education

Associate degree in Business Administration or related field

Tools

Microsoft Office

Banking/transaction processing systems

Job description

Nusenda Credit Union in Albuquerque, NM is seeking a Member Service Manager (MSM) to lead the Member Service Representative Team in our Contact Center. You will oversee daily operations, coaching, training, and performance reviews to ensure exceptional member service across phone, email, and chat channels.

The role emphasizes staff development, process improvement, and strong communication to meet service metrics.