Member Support Manager

Securityplus Federal Credit Union; Milford Mill (MD); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive pay

401(k) with company contributions

Health, dental, vision

Career growth

Collaborative culture

Job summary

Securityplus Federal Credit Union in Milford Mill, MD is seeking a seasoned Member Support Manager to lead our Member Support Center across phone and digital channels. You will own service levels, quality, and member retention while building a modern, technology-enabled, relationship-focused operation.

You’ll recruit and coach leaders, forecast and schedule to hit targets, and partner with Technology to introduce AI-enabled tools and dashboards.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Five or more years of contact center experience.
• Three or more years of management experience.
• Hands-on experience with workforce management, quality assurance, and contact center metrics.
• Comfort with data and dashboards, and the ability to turn metrics into action.
• Curiosity about AI, automation, and digital services.
• A track record of meeting service, quality, and sales goals through your team.
• Strong understanding of financial institution products, services, and regulations.
• A coaching mindset and experience leading change.

Responsibilities

• Coach and develop team members; set clear goals and accountability.
• Oversee service levels, quality, and sales goals for the center.
• Drive member experience across phone and digital channels.
• Forecast, schedule, and real-time management to hit targets.
• Partner with Technology to implement AI-enabled tools and dashboards.
• Ensure compliance with banking regulations and privacy standards.

Skills

Contact center leadership

Data dashboards

Coaching and leadership

AI and automation curiosity

Sales goals achievement

Financial services knowledge

Education

Bachelor’s degree or equivalent

Tools

Workforce management tools

Quality assurance tools

Dashboard software

Job description

Description

About Securityplus Federal Credit Union:

Since 1938, Securityplus Federal Credit Union has proudly served our members and communities as a not-for-profit financial institution. Our mission is to empower people with financial security, providing the tools, resources, and guidance they need to reach their goals with confidence.

Guided by our CARES values of Collaboration, Agility, Respect, Excellence, and Spirit, we create meaningful connections and deliver exceptional service in everything we do. We believe in doing what is right for our members, supporting one another as a team, and making a positive impact that extends far beyond our branches.

Our vision is to be our members' first choice by providing experiences that inspire trust, confidence, and long-term relationships. When you join Securityplus, you become part of a purpose-driven team that believes in service, growth, and the power of community.

About this Role:

Are you a contact center leader who believes every conversation is a chance to make a difference in someone’s financial life? We’re looking for a Member Support Manager to lead our Member Support Center, the team our members turn to by phone and digital channels, and to make every one of those interactions count.

Reporting to our Vice President, Member Experience, you’ll lead the Member Support Center’s leadership team and own its results, from service levels and quality to sales and member retention. This role is for someone who can run a strong operation today while building the modern, technology-enabled, relationship-focused center of tomorrow.

Requirements

In this full-time, on-site role, you'll:

Lead and Grow Your Team

Coach and develop team members, set clear goals, and hold the team accountable for results while building a culture where people want to grow.

Deliver a Great Experience on Every Channel

Make sure members get fast, friendly, consistent service however they reach us, resolve complex concerns and escalations, and find ways to make banking with us easier.

Turn Service Into Growth

Build a consultative sales and service culture that uncovers member needs, drives referrals and loan and deposit growth, and keeps members with us through proactive outreach.

Run a Strong Operation

Oversee forecasting, scheduling, and real-time management to hit service levels, and build the quality standards, scorecards, and coaching that raise the bar.

Modernize With Technology and Data

Partner with our Technology and Digital teams to bring in AI-enabled tools, smarter routing, and self-service, and use dashboards and metrics like service level, first contact resolution, and member satisfaction to drive decisions.

Protect Our Members

Keep operations compliant with member authentication, fraud prevention, and privacy requirements, manage the Member Support Center budget, and support business continuity planning.

How Success is Measured

• Service level, speed of answer, and handle time targets are met consistently.
• Member satisfaction, Net Promoter Score, and first contact resolution improve over time.
• Referral, loan, and deposit goals for the Member Support Center are met or exceeded.
• Quality scores stay strong, backed by consistent calibration and coaching.
• Leaders have clear goals, regular coaching, and accountability for results.
• Authentication, fraud prevention, and privacy standards are followed consistently.

What You'll Bring to the Table:

• Bachelor’s degree or an equivalent combination of education and experience.
• Five (5) or more years of contact center experience.
• Three (3) or more years of management experience, including managing other supervisors or leaders.
• Hands-on experience with workforce management, quality assurance, and contact center metrics.
• Comfort with data and dashboards, and the ability to turn metrics into action.
• Curiosity about AI, automation, and digital services.
• A track record of meeting service, quality, and sales goals through your team.
• Strong understanding of financial institution products, services, and regulations.
• A coaching mindset and experience leading change.

Preferred:

• Contact center leadership experience in a credit union or bank.
• Experience implementing contact center technology, AI, or automation solutions.
• Professional certification in contact center management.

Why You'll Love Working at Securityplus:

Mission-Driven Organization:

You’ll be part of a credit union that empowers people with financial security.

Competitive Pay:

We offer a competitive base salary that reflects your experience and the scope of the role.

Comprehensive Benefits Package:

Retirement benefits including a 401(k) with company contributions, plus health, dental, and vision coverage.

Room to Build:

You’ll help shape the future of how our members are served, with leadership support to modernize and grow the Member Support Center.

Opportunities for Career Growth:

We value internal development and offer opportunities for career progression into new roles and other departments.

Culture of Fun and Collaboration:

No egos, no endless meetings, just a team of passionate people who genuinely love working together.

Equal Employment Opportunity

Securityplus Federal Credit Union provides equal employment opportunities to all applicants and employees and strictly prohibits any type of harassment or discrimination in regard to race, religion, age, color, sex, disability status, national origin, genetics, sexual orientation, protected veteran status, gender expression, gender identity, or any other characteristic protected under federal, state, and/or local laws.

Reasonable Accommodations Statement

Consistent with the Americans with Disabilities Act (ADA), it is the policy of Securityplus Federal Credit Union to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact Securityplus Federal Credit Union's Human Resources Department at 410.281.6200.

Physical Demands and Work Environment

This position involves typical office work such as the use of the PC, reviewing manuals and related office papers, the use of the telephone, fax, and photocopy machines. While performing the duties of this job, the employee is required to sit, occasionally stand, walk, reach, talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

At-Will Statement

Your employment with Securityplus Federal Credit Union is on an at-will basis, meaning either you or the Company can terminate the employment relationship at any time, for any or no reason, and with or without cause or notice. As an at-will employee, your employment with Securityplus Federal Credit Union is not guaranteed for any length of time.

The list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary.