Member Solutions Center Assistant Manager

UW Credit Union; Wauwatosa (WI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

21.5+ days PTO

Caregiver leave

New child parental leave

Volunteer time

Holidays

401k company match

Variable bonus

Medical/Dental/Vision

Domestic partner eligibility

Public transportation benefits

Employee Assistance Program

Job summary

UW Credit Union is seeking an MSC Assistant Manager to lead a team of MSC Specialists and drive world-class member service across channels. The role focuses on coaching staff, managing operations, and partnering with HR to hire engaged employees.

The position emphasizes knowledge of member experiences, process improvement, and collaboration with IT and internal departments to ensure a seamless member journey. This role offers growth into management within the MSC or other UWCU departments.

Qualifications

• Associates degree required or equivalent work experience.
• 2-3 years financial services experience with increasing responsibility toward management.
• 2-3 years of contact center or call center experience preferred.

Responsibilities

• Achieve Balanced Scorecard results in support of the MSC vision for world-class member service.
• Manage MSC operations and quality; lead a team of MSC Specialists and model service behaviors.
• Provide staff coaching, employee selection collaboration with HR, and escalate member issues for resolution.
• Support technical operations and knowledge base improvements; ensure staff can access and use systems effectively.

Skills

Leadership

World-class service

Problem solving

Verbal and written communication

Relationship building

Education

Associates degree in business administration, finance, marketing or related field

Job description

Overview

The Member Solutions Center (MSC) Assistant Manager assists an MSC Manager in motivating the team to develop, expand and retain member relationships in support of world-class service experiences. This position creates energy and excitement among staff to maximize the remote member experience. This is a management development position for those that have potential and desire to eventually manage within the MSC or another department. This individual assumes responsibility for MSC operations and staff development under the direction of an MSC Manager II. This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.

Responsibilities

Achieve Balanced Scorecard Results

• Achieve Manager Scorecard and Support Function Scorecard results, in support of the MSC Vision to deliver world-class member service through single point solutions.

Manage MSC Operations and Quality

• Serve as highly visible Manager to a team of MSC Specialists delivering member service.
• Actively role model behaviors necessary for consistent service delivery to members across all channels for increased acceptance, brand awareness, and respect/reputation. Aspire to the MSC’s vision of world-class service.
• Be highly visible to staff through regular communication.
• Provide backup support on MSC Resource lines as needed to support coverage.
• Partner with HR and MSC management to interview and select highly engaged employees.
• Support front-line staff by taking ownership of member service recovery opportunities, escalations, and tasks requiring management.
• Maintain trusting relationship with MSC management and leadership peers to deliver cohesive, consistent experiences for MSC staff and members.
• Maintain close partnership with internal MSC support function teams, especially QA & Training for seamless staff handoffs post-on-boarding.
• Regularly conduct quality assurance reviews of staff interactions with members, in accordance with the MSC QA Program, and coach staff to deliver world-class service.
• Assume responsibility for direct reporting staff possessing high awareness of MSC policies and procedures, and demonstrating appropriate use of systems (e.g., staff learning to search knowledge base instead of repeatedly calling Resource line, or resolving an issue while on a call with a member instead of a callback).
• Promote effective coordination of resources across UW Credit Union business units to support an optimal member experience.
• Participate in strong, mutually beneficial relationships with internal customers, including Internet Services, Retail, Marketing, Lending, Card Programs, Membership Services, Loss Prevention, Investment Services, IT.
• Demonstrate advance planning and communication in support of MSC scheduling, according to MSC Scheduling Philosophy.

Support Technical Operations

• Maintain comprehensive knowledge of all systems used by members, MSC leadership and front-line staff. Demonstrate expertise sufficient to effectively support staff and manage member service experiences.
• Identify potential gaps in a user’s remote / Web Branch experience. Promote voice of the member feedback by encouraging staff to share via appropriate feedback channels.
• Contribute to member experience documentation of systems and processes through knowledge base suggestions.
• By collaborating with staff and peer Managers, support appropriate prioritization of technical operations feedback with senior management and organizational partners.
• Support direct staff with establishing strong relationships with support resources, including appropriate use of MSC Resource lines and outreach to support departments, as measured on Specialist Scorecard.

Qualifications

Education & Experience

• Associates degree in business administration, finance, marketing or related field required or equivalent work experience.
• 2-3 years financial services experience with increasing responsibility leading toward management required.
• 2-3 years of contact center or call center experience preferred.

Skills

• Demonstrated leadership skills to motivate and develop staff.
• Demonstrated understanding of world-class service experiences.
• Ability to learn, understand, and lead complex operations while applying creative problem solving.
• Strong verbal and written interpersonal communication, outstanding ability to influence and build relationships.
• Knowledge of major Web browsers and computer, tablet, and mobile devices.
• Expertise in problem solving, design and delivery of Web-based solutions.
• Talent and passion for technology, automation, and process improvement.

Working at UW Credit Union

Why work for UW Credit Union?

Join one of Wisconsin’s premier financial institutions, a National Top Workplace and multi-year recipient of Madison Magazine’s Best Places to Work, Wisconsin State Journal’s Top Workplaces, and Milwaukee Journal Sentinel’s Top Workplaces to receive:

• 21.5+ days annual paid time off (4+ weeks)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Discounted bus pass and bublr membership
• Employee Assistance Program
• And more!

All employees must possess valid work authorization to work for UWCU on the date of hire. UWCU does not provide immigration sponsorship or support for employment authorization to include, but not limited to, sponsorship or support for H-1B, F-1 OPT, TN, or other visa category.