Member Sales & Service Center Leader

United Federal Credit Union; Reno (NV); On-site; USD 85,000 - 115,000; Full time

Job summary

United Federal Credit Union in Reno, NV is seeking a Manager of Member Sales & Service Center to lead daily supervision, coaching, and development of MSC staff, ensuring superior member service and achievement of sales goals.

The role oversees the MSC Contact Center as a CCaaS platform including quality management, workforce management, analytics, and AI as it relates to agent and member experience, with focus on process improvement and policy execution.

Qualifications

• Bachelor’s degree in business, finance, or related field or two years of related work experience required.
• NMLS registration required.
• Experience in financial institutions preferred.

Responsibilities

• Lead the Member Sales and Service Center staff to achieve sales goals and deliver superior member service across multiple channels.
• Oversee daily functions: monitor agent availability, resolve escalations, maintain wait times within SLA, hire and onboard MSAs, and manage the CCaaS platform.
• Resolve escalated member calls and complex issues while maintaining high service quality.
• Lead projects enterprise-wide to improve processes and gain efficiencies.

Skills

Leadership

Communication

Problem-solving

Coaching

Team development

Confidentiality

Policy knowledge

Education

Bachelor’s degree in business/finance/related field

Two years related work experience

Tools

CCaaS platform

Quality Management

Workforce Management

Job description

United Federal Credit Union in Reno, NV is seeking a Manager of Member Sales & Service Center to lead daily supervision, coaching, and development of MSC staff, ensuring superior member service and achievement of sales goals.

The role oversees the MSC Contact Center as a CCaaS platform including quality management, workforce management, analytics, and AI as it relates to agent and member experience, with focus on process improvement and policy execution.