Member Service Manager - Call Center

Ultipro; Albuquerque (NM); On-site; USD 45,000 - 65,000; Full time

Job summary

Nusenda Credit Union in Albuquerque seeks a Member Service Manager to lead the Contact Center team delivering exceptional member service across phone, chat, and email channels. You will coach staff, conduct performance reviews, hire and train, and monitor metrics while ensuring compliance and driving cross-sell of products.

The role requires 3–5 years of related experience and an Associate's Degree in Business Administration or a related field, with open availability Monday–Saturday.

Qualifications

• Three to five years of similar or related experience.
• Associates Degree in Business Administration or related field.
• Experience in call center environments and cross-selling products.

Responsibilities

• Oversee day-to-day operations of the Member Service Representative Team.
• Coach, develop, and train staff; conduct monthly performance reviews.
• Ensure exceptional member service across phone, email, and chat channels.
• Monitor and address HR issues and prepare department performance reports.
• Lead meetings, monitor calls for quality, and ensure KPI achievement.
• Drive adherence to procedures and oversee staffing, training, and evaluations.

Skills

Customer service

Supervisory

Leadership

Communication

Problem solving

Microsoft Office

Education

Associates Degree in Business Administration or related field

Job description

Contact Center | Contact Center
4100 Pan American Fwy NE
Albuquerque, 87107, USA

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.

As an employer of choice, we invest in people and their careers. Our competitive employee benefits include several health and wellness options, competitive 401(k) matching contributions, professional development, and tuition assistance and more!

Thank you for your interest in joining the Nusenda team!

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 haveopen 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.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.