Member Service Manager - Call 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 is dedicated to excellent member service, care for our community, and being a great place to work. We strive to make a positive difference in the lives of our members and the communities we serve to help them achieve their financial goals. Diversity, equity, and inclusion are part of our culture and values. We are currently seeking a Member Service Manager (MSM) to join our Credit Union at our Contact Center. As a Member Service Manager you will be responsible for the day-to-day work activities and performance of the Member Service Representative Team. Your priorities include ensuring the delivery of exceptional member service in all call, email, and chat channels. You'll be responsible for the oversight of staff performance to include coaching, developing, and training of employees as well as for completing monthly performance reviews, addressing human resources issues, and department performance reporting. What You'll Do

• Oversee the delivery of member service via phone, chat, email etc.
• Consistently meet service expectations in assisting members with transaction, inquiries, problem resolution and cross selling of products/services.
• Ensure appropriate processes and procedures are followed and revised to ensure efficient and effective operations.
• Oversee the daily operations of staff; hire, train, direct, develop, and evaluate employee performance within the department.
• Conduct team meetings and monitor calls for quality.
• Ensure that all call center performance metrics are met (call quality, mystery shop, productivity, AUX usage, service levels, abandon rates, employee satisfaction, member satisfaction, and other key performance metrics)

What You'll Need

• Three to five years of similar or related experience
• Associates Degree in Business Administration or related field

Key Skills And Experience

• Strong understanding of branch operations including all teller functions, consumer lending, and sales and service techniques.
• Strong supervisory, technological aptitude, compliance, leadership, written and verbal communication skills
• Employee development, performance management, training, and counseling skills are essential.
• Strong analytical and problem solving skills, exceptional member service skills and adaptability.
• Proficient in all Microsoft Office products and internal /transaction processing systems and applications

We are searching for candidates who have open availability Monday-Saturday. Nusenda Credit Union is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.