Manager, Member Service Center

POSITION PURPOSE

The Member Service Center delivers consistent, hospitality-driven member experiences across all virtual and digital service channels, including phone and remote engagement platforms.

The Manager, Member Service Center Manager is responsible for ensuring that every interaction reflects a consultative, relationship-focused approach; transforming moments of service into opportunities to build trust, deepen relationships, and support member financial well-being.

The Manager establishes clear expectations for both performance and experience quality, balancing operational discipline with a strong emphasis on coaching, team member development, and member-centric behaviors. This role aligns daily execution, workforce readiness, and service delivery with organizational priorities to support strong performance, engagement, and growth.

In addition, this role plays a key part in building and strengthening the Member Service Center model, advancing capabilities in performance management, quality assurance, and service delivery as the Credit Union continues to evolve its virtual and digital channels.

Essential Functions And Basic Duties

SERVICE

• Assumes responsibility for supporting, demonstrating, and promoting the Credit Union SERVICE culture. Support, Educate, Respect, Value, Innovate, Communicate, Empower. Consistently demonstrates a commitment to the Credit Union’s principles of equity and belonging, by modeling inclusive behaviors, proactively managing bias and supporting JHFCU’s diverse employee base and membership.

RESPONSIBILITIES

Member Experience & Service Delivery

• Leads the delivery of a hospitality-driven, member-first experience, across all channels in inbound, outbound, and digital capacities.
• Coaches and develops team members to provide consultative, relationship-based service, that empowers team members and strengthens member relationships through proactive problem solving, trust-building, and anticipation of member needs.
• Reinforce ownership behaviors where team members resolve issues, anticipate needs, and build trust.

LEADERSHIP & RELATIONSHIP DEVELOPMENT

• Lead, coach, and develop a high-performing team focused on experience quality, relationship building, and accountability through clear expectations related to metrics, experience, and behaviors, including but not limited to call monitoring, observation, and performance insights.
• Position the Member Service Center as a relationship-building channel by identifying member needs, connecting members to appropriate solutions and supporting financial well-being.
• Partner with branch leadership, lending, operations, compliance, and other internal teams to deliver consistent, effective and compliant member experiences.
• Provide leadership with regular updates, frontline insights, and action-oriented recommendations on performance trends, service quality, workforce effectiveness and operational priorities.

PERFORMANCE, OPERATIONS & WORKFORCE MANAGEMENT

• Oversee day-to-day service center performance across key measures such as service levels, response times, call quality, member satisfaction and performance indicators including call volume, abandonment, handle time, and first contact resolution, balancing efficiency and experience.
• Use data and performance trends to identify opportunities, address gaps, and guide coaching and operational adjustments.
• Manage staffing, scheduling, and queue performance to ensure appropriate coverage and responsiveness across channels.
• Support the ongoing development of workforce management practices, reporting capabilities and technology solutions, including AI-enabled tools, to improve operational effectiveness, workforce planning and member experience.

Quality Assurance & Experience Standards

• Establish and reinforce quality assurance practices, including call monitoring, evaluation consistency, and calibration
• Use quality insights to drive coaching, performance improvement, and experience consistency
• Define and reinforce expectations for tone, empathy, problem resolution, and relationship-building behaviors

Other Duties

• Remains compliant with applicable laws and regulations, including but not limited to BSA and the USA Patriot Act.
• Ensures compliance with Credit Union standards and makes recommendations as needed.
• Responsible for any additional duties and or responsibilities as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION/CERTIFICATION AND EXPERIENCE:

• Bachelors degree in related field
• 5+ years’ experience in a service center, call center, or service delivery environment or a financial institution, preferably a credit union
• Equivalent combination of education and experience may be considered.
• 3-5+ years’ leadership experience in a service center, call center, or service delivery environment
• Strong coaching, communication, and leadership skills.
• Knowledge of financial laws and regulations
• Ability to balance operational performance with high-quality member experience.
• Experience using performance metrics, call monitoring, and service data to drive improvement.
• Experience using emerging technology to strengthen member experience.

This position is eligible for a hybrid work schedule. The ability to work in a hybrid work arrangement is based on work performance and the ability to create and maintain engaging work relationships.