Member Service Manager

Description

Position Summary

The Member Service Manager is responsible for the member experience accomplished virtually (via interactive teller machines, email, online chat, and other telecommunication methods) and member service provided over the phone. This position includes leading branch staff to facilitate the ultimate service experience by competently and consistently meeting service expectations through implementing best processes, cultivating the best attitudes, and maintaining the highest levels of member service. The Member Service Manager’s core impact rests in the ability to shape the Texas Tech Credit Union brand by delivering a consistent, welcoming, and valuable experience to every member to build loyalty and strengthen the member relationship.

Duties & Responsibilities

• Serve Credit Union members and co-workers pleasantly and professionally in accordance with our core values of Trust, Respect, Excellence, Kindness, and Stewardship.
  • Greet and welcome every member in a professional manner.
  • Represent Texas Tech Credit Union to all current members, vendors, business partners, and future members in a courteous, professional manner.
  • Provide an example to Branch teams that encourages positive continued relationships and community partnerships.
  • Resolve escalated member requests, concerns inquiries and complaints in a timely effective, and kind manner whether received in-person, online, or by telephone. .
  • Answer member requests, inquiries, complaints, and concerns in a timely, effective, and kind manner whether received in-person, online, or by telephone.
• Lead Service Center Team.
  • Provide expectations, guidance, and clear objectives to Call Center Supervisor and ITM Supervisor.
  • Communicate consistently by providing and soliciting feedback.
  • Offer training, resources, and support to each team member to secure success; provide opportunities for team members to develop and grow.
  • Ensure all policies and procedures are documented, maintained, and reviewed regularly for continuity of service.
  • Establish onboarding training for new members of the team to ensure consistent member experiences and service quality
  • Monitor and track overall team performance; consistently coach team members toward service excellence.
  • Provide administrative support regarding timecards, evaluations, salary adjustments, promotions/transfers, hiring, and terminations.
• Continuously monitor, analyze, and innovate with respect to member service strategies, policies, and procedures.
• Oversee Service Center production and experience objectives.
  • Collaborate with Credit Union leadership to understand and support organizational goals and strategy.
  • Generate talk tracks and resource materials for staff on consumer products to include new accounts, lines of credit, personal loans, auto loans, and home mortgages.
  • Generate talk tracks about deposit technology products including, but not limited to, direct deposit, online banking, online bill pay, mobile app, and mobile deposit.
  • Coordinate sales/referral training for loans and ancillary products.
  • Partner with Credit Union Departments to establish and deliver optimal and consistent member experiences.
  • Work to achieve production and volume goals as set forth by Credit Union leadership.
• Facilitate process of consumer and mortgage loans leads received either over the phone or via any TTCU online communication channel.
• Oversee strong member satisfaction program.
  • Implement and maintain secret shop program for Service Center Agents and Virtual Tellers; receive and implement feedback to continuously improve experience.
  • Monitor actionable member engagement and satisfaction metrics; systemically incorporate feedback to provide consistent, improved results.
• Maintain up-to-date and comprehensive knowledge on all related policies, procedures, rules, and regulations to minimize CIP and loan exceptions, protect member information, and maintain member confidence.
• Prepare regular reports on key performance indicators and member feedback.
  • Customer Satisfaction Score (CSAT)
  • Net Promoter Score (NPS)
  • Member Engagement Score
  • Upsell/Cross Sell Revenue
• Utilize Salesforce CRM to manage member data, improve service delivery, and document member interactions.
  • Identify opportunities for cross selling.

Qualifications

Skills & Qualifications

• High school diploma or equivalent
• Minimum of five (5) years of progressive upward responsibility related to branch management.
• Minimum of five (5) years of progressive upward responsibility related to member service.
• Ability to self-direct member service initiatives and innovations.
• Strong upward, lateral, and downward communication skills.
• Experience in CRM oversight and management preferred.
• Experience in KPI leadership strategy preferred.

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.