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Director, Member Service

Job

MIT

Cambridge, MA (In Person)

Full-Time

Posted 2 days ago (Updated 4 hours ago) • Actively hiring

Expires 7/24/2026

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Job Description

Director, Member Service
MIT - 4.2
Cambridge, MA Job Details Full-time 18 hours ago Qualifications Staff supervision Managing teams in a customer support role Account troubleshooting Coaching Frontline customer support management Managing clients in a customer support role Team development Bachelor's degree Team management Call center management Staff development Full Job Description Posting Description
DIRECTOR, MEMBER
SERVICE, Credit Union , is responsible for overseeing the day-to-day operation of the Contact Center including the Contact Center Representatives and the Virtual Teller Staff. This person is responsible for achieving established service and business objectives; educating, developing, coaching and training employees; initiating efficient systems and operations improvements; and providing outstanding service to MITFCU membership. This position will call for working closely with Branch Managers, working on project teams, and defining the level of service excellence expected for the entire organization. The full job description is available, here. Job Requirements
REQUIRED
: Bachelor's degree; a minimum of seven years of contact center or support team management experience; proven, successful record of staff management, coaching, and development; reliable and strong communication skills; and ability to interact as needed with CEO and executive management team to resolve complex member and/or account issues.
PREFERRED
: Credit union/bank experience; strong working knowledge of financial service Rules and Regulations.