Job Description
Member Experience Center Manager
II COMMUNITY FIRST CREDIT UNION OF FLORIDA - 3.6
Jacksonville, FL Job Details Full-time 1 day ago Qualifications Computer operation Customer communication Confidential information handling Computer literacy Copy machines Basic math Fax machines Computer skills Full Job Description Role:
Lead the day-to-day operations of the Member Experience Call Center, overseeing both inbound and outbound teams with a focus on delivering exceptional service and operational efficiency. Ensure service level targets and efficiency KPIs are consistently met or exceeded. Accountable for delivering an exceptional member experience while minimizing operational risk and loss. Lead the team in achieving quality and service excellence to drive high member satisfaction. Serve as a mentor and direct manager for the Member Experience Center Service Supervisors and Quality Assurance Specialist. Actively participate in projects and committees as assigned by the AVP and senior leadership. Identify training and development needs for frontline staff and contributes to the creation of training materials. Support HR-related responsibilities, including recruitment, interviewing, and performance management. Regularly review and enhance department policies and procedures to uphold workforce, service, and operational excellence. Major Duties and Responsibilities:
Oversee the daily operations of the Call Center, providing leadership and direction to Supervisors and Member Solutions Representatives. Deliver targeted coaching to drive high performance and ensure service excellence. Responsible for all aspects of performance management for direct reports, including hiring, assigning responsibilities, monitoring performance, providing ongoing coaching and counseling, and supporting training and development efforts. Ensure compliance with regulatory requirements as well as organizational values, policies, and work standards. Conduct performance evaluations and make recommendations for promotions, transfers, or performance improvement actions as appropriate. Responsible for achieving departmental service goals by monitoring performance, generating reports, and leveraging data to recommend process improvements. Track and analyze statistical trends to identify and implement strategies that enhance productivity and service levels. Ensure compliance with internal control procedures and prepare required reports. Lead updates to procedures for both inbound and outbound call teams. Serve as a key point of contact for troubleshooting and resolving internal and external inquiries. Participate in and inspire teammates to participate in the community service activities and groups to represent the organization. Manages other projects and duties as assigned. Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Oice of Foreign Assets Control. Knowledge and Skills:
Experience:
Three years to five years of similar or related experience, including preparatory experience. Education/Certifications/Licenses:
A college degree and a professional certificate or a post graduate degree. Interpersonal Skills:
A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Conflict resolution and accountability for team results and outcomes. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers. Other Skills:
Ability to manage and improve call center operations, including both inbound and outbound functions. Proficiency in analyzing data to identify trends and improvement opportunities. Ability to translate insights into actionable strategies. Continuous improvement mindset with experience in implementing new processes or enhancing existing ones. Strong customer service philosophy and the ability to foster a member-first culture. ADA Requirements Physical Requirements Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Working Conditions Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise. Mental and/or Emotional Requirements Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters. C ommunity First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.
