Member Solutions Center Leader | Elevate Member Experience

American Eagle Financial Credit Union; Hartford (CT); Hybrid; USD 78,000 - 90,000; Full time

Job summary

American Eagle Financial Credit Union in East Hartford, CT is seeking a Manager, Member Solutions Center to lead a high-performing contact center and shape member experience. You will coach leaders, monitor operations, and drive improvements using data-driven insights.

The role requires a servant leadership style, strong communication, and the ability to align staffing with service levels while advancing strategic initiatives. Hybrid work arrangement offered.

Qualifications

• Experience leading a contact center or service organization.
• Ability to translate metrics into actionable improvements.
• Strong communication and people development skills.

Responsibilities

• Lead daily MSC operations and ensure exceptional member service.
• Coach and develop supervisors and frontline staff.
• Monitor service levels, staffing, and workflows to meet SLAs.
• Partner with departments to drive strategic initiatives.

Skills

Member experience leadership

People leadership

Coaching & development

Data-driven decisions

Operations management

Cross-functional collaboration

Education

High school diploma or equivalent

Job description

American Eagle Financial Credit Union in East Hartford, CT is seeking a Manager, Member Solutions Center to lead a high-performing contact center and shape member experience. You will coach leaders, monitor operations, and drive improvements using data-driven insights.

The role requires a servant leadership style, strong communication, and the ability to align staffing with service levels while advancing strategic initiatives. Hybrid work arrangement offered.