MSC Assistant Manager: Lead Member Experience & Service

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

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.