Member Service (Call Center) Manager
Open Locations
Location: Corporate Office (North Dallas)
Job Description
Oversees aspects of our call center operations, with a focus on providing excellent member service that includes
loan inquiries and digital service support. Will lead and motivate a team that ensures our members receive prompt
and efficient account assistance through various communications channels, including phone calls, emails, and live
chat. Committed to promoting our NCU core values and We Care service standards with phone and digital member
service interactions. Responsible for the delivery of a superior member experience that enhances Neighborhood
Credit Union’s ability to provide one-call resolution that creates loyalty and helps deepen member relationships.
Duties & Responsibilities
- Assumes responsibility for encouraging progressive change that inspires all team members to
contribute.- Motivates team to achieve departmental goals and embraces opportunities to implement new tactics that align with the strategic direction of the credit union.
- Plans, attends, and participates in meetings to help maintain effective communication and support the essential needs of the department.
- Assists with the interviewing and hiring process for selecting new team members that complement departmental initiatives.
- Conducts employee assessments and provides feedback for ongoing communication with continuous improvement to quality service and professional development.
- Is adaptable, coachable, teachable; Serves as a coach and mentor to team and department supervisors.
- Assumes responsibility for ensuring optimal member service delivery with loan service inquiries.
- Maintains a thorough understanding of features and benefits for all loan products and educates members accordingly.
- Provides accurate and detailed information regarding individual loan products and documents.
- Oversees basic loan maintenance needs and prepares corresponding loan documentation.
- Stays abreast of current loan promotions and serves as a resource for other departmental staff.
- Works closely with loan management to expedite loan escalations and facilitate a smooth lending process for our members.
- Assumes responsibility for managing all aspects of digital member service requests.
- Leads the subject matter experts on the credit union’s digital banking platforms, including online banking, mobile banking, and other digital services.
- Assists with troubleshooting technical issues related to digital banking, offering step-by-step guidance and solutions to ensure a seamless member experience.
- Educates on the features and benefits of our digital services, promoting self-service options and encouraging adoption of our digital channels.
- Stays abreast of fraud trends and changes in digital compliance to ensure appropriate communication and training needs are met.
- Manages reporting and monitoring of all digital activity.
- Works closely with department Vice President to reduce risk and manage escalations. Assumes responsibility for performance analysis and reporting.
- Assumes responsibility for implementing action that leads to a consistent delivery of member service excellence.
- Actively monitors call center performance metrics and fosters a collaborative work environment that encourages teamwork and accountability for achieving individual MAPS.
- Takes ownership of handling escalated member issues and complaints, resolving them in compliance
with credit union policies, procedures, internal controls, and governmental rules and regulations. - Establishes and maintains effective inter-departmental relationships and functions as a liaison to represent the needs of both NCU and MSC department.
- Maintains open communication with department VP for effective problem resolution and ongoing strategic collaboration.
- Assumes responsibility for other duties as required or assigned.
Knowledge and Experience
- Education/Certification
- Bachelor’s degree (B.A.) from four-year college or university or equivalent combination of education and experience.
- Required Knowledge
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Knowledgeable about the credit union system, its structure, common language and acronyms, the credit union’s mission statement, core values, and philosophy.
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General knowledge related to digital service platforms and mobile banking applications.
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- Experience Required
- Three to five years of related experience in a financial institution environment. Three or more years of supervisory experience.
- Skills/Abilities
- Excellent oral and written communication, and public relations skills.
- Ability to interpret instructions, procedures, and regulations.
- Ability to analyze accounts.
- Attentive to detail.
- Well organized.
- Ability to manage the demands of the job.
- Ability to assist others.
- Able to use 10-key, PC, telephone, and all related business equipment and
software. - Proficient in Microsoft software applications.
Want to be a part of the team?
We hope so! Apply online today.
Neighborhood Credit Union is an Equal Opportunity Employer.