Member Solutions Center Assistant Manager: Lead & Elevate Service

Ourlivesmadison; Wauwatosa, Northern (WI, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Caregiver leave

Parental leave

Volunteer time

401k matching

Job summary

UW Credit Union seeks an MSC Assistant Manager to support the MSC Manager in guiding a team delivering world-class member service across channels. You will coach staff, drive MSC operations, and ensure engagement while partnering with HR and internal teams to sustain top performance.

The role emphasizes leadership development, process improvements, and proactive communication to deliver exceptional remote member experiences and maintain strong relationships with stakeholders and leadership peers.

Qualifications

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

Responsibilities

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

Skills

Leadership

World-class service

Complex operations

Communication

Technology & automation

Relationship building

Education

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

Job description

UW Credit Union seeks an MSC Assistant Manager to support the MSC Manager in guiding a team delivering world-class member service across channels. You will coach staff, drive MSC operations, and ensure engagement while partnering with HR and internal teams to sustain top performance.

The role emphasizes leadership development, process improvements, and proactive communication to deliver exceptional remote member experiences and maintain strong relationships with stakeholders and leadership peers.