Member Service Manager - Contact Center

WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve financial success. In order to be successful, WyHy seeks those individuals that are not just looking for a career, but instead searching for a place where they can become part of something extraordinary. WyHy is a company fiercely dedicated to its employees and knows that without successful employees, there will be no organizational success. At WyHy we truly value the contribution of our team members. We aren’t just looking for job experience, skills and qualifications; we also need your enthusiasm, energy and desire to succeed and to help others succeed. In return, we will offer you a dynamic, fun and supportive work environment – where you can grow professionally and make a real difference in your community. 

On top of all that, we offer our employees: 

• Competitive pay and incentive program
• Generous PTO
• Health, dental, vision, life and disability insurance
• Identity Theft Recovery Services
• Gym membership allowance
• Pet insurance allowance
• Holiday pay, including paid birthdays and work anniversaries off
• 401K with a generous employer match

If WyHy sounds like your kind of place to work – then you’re in luck! We have the following position available: 

TITLE:  Member Service Manager – Contact Center
DEPARTMENT:  Retail Financial Services 
REPORTS TO:  Director of Retail  
SUPERVISES:  Member Service Advisors (5), Member Service Specialists (3)
FLSA Status: Exempt
POSITION TYPE:  Full-time
 
Position Summary
To achieve success in this position, a Manager must create and lead a team capable of exceeding expectations of Credit Union members. Knowledge of all Credit Union products and services is essential to ensure proper training and coaching of branch staff. The Manager should be forward thinking; strategic planning is expected to properly manage the branch in the manner of a franchise owner. The Manager is accountable for branch operations and staff development while simultaneously understanding and advocating for the branch’s role in the overall Credit Union structure.
 
Essential Functions

• Lead and direct Contact Center staff to ensure exemplary, consistent service to WyHy’s state-wide membership across all member communication channels.
• Develop, coach, and mentor Contact Center staff to achieve individual, team, and department-level production and service benchmarks.
• Ensure compliance with policies, procedures, laws, and regulations.
• Manage daily operations of the Contact Center, including staffing, workflow management, performance monitoring, and ongoing professional development of staff.
• Manage and oversee all member communication channels, including phone, email, instant messaging, online chat, text messaging, video banking, and Interactive Teller Machines (ITMs). 
• Identify, manage, and develop member contact point programs such as mobile and online banking, voice banking, text solutions, and digital self-service tools to enhance member experience.
• Manage overall Contact Center security, including member data protection and mitigation of internal and external threats.
• Facilitate positive conflict resolution and handle escalated member issues to ensure timely, professional, and satisfactory outcomes.
• Achieve Contact Center-level performance benchmarks in support of WyHy’s overall strategic goals and service standards.
• Manage Contact Center resources through effective budgeting, purchasing, and utilization of standard procurement practices.
• Proactively identify and ensure Contact Center staff have the tools, training, and resources necessary to meet service, quality, and productivity benchmarks.
• Ensure all Contact Center staff understand WyHy’s overall credit union objectives and how individual contributions directly impact the organization’s ability to serve its members.
• Maintain proficiency in all Contact Center staff functions to support operations and provide direct member service when needed.

Supervisory Functions

• Interview, hire and train new employees.
• Manage and support Contact Center employees.
• Identify and proactively ensure that Contact Center staff have the tools necessary to achieve individual and department level service and production benchmarks.
• Develop, coach and counsel staff to achieve production, personal and professional goals and service benchmarks.
• Conduct performance evaluations that are timely and constructive. 

These are not to be construed as exclusive or all-inclusive.  Additional duties may be required and assigned.  This list of duties and responsibilities is subject to change without notice. 
 
QUALIFICATIONS  
The requirements listed in this description are representative of the knowledge, skills, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions of the job.

Required Education and Experience

• High School education
• Five years or more experience in a retail financial environment of a credit union or financial institution or equivalent related experience.

 
Preferred Education and Experience

• Bachelor’s Degree in Business or related field
• Two years or more experience at a supervisory level

 
Knowledge and Abilities

• This position requires a perceptive person capable of relating to individuals at all levels. As unique situations present themselves, the individual must be sensitive to Credit Union needs and member and employee goodwill. 
• Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches.
• Professional, well-developed interpersonal skills, with excellent verbal and written communication skills.
• Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and employees.
• Excellent problem-solving skills.
• Excellent time management skills, with a proven ability to meet deadlines. Excellent organizational skills and attention to detail.
• Resiliency, with an ability to work in a fast-paced environment with a proven ability to multi-task. 
• Strong math skills.
• Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy.
• Strong computer proficiency and experience with modern office software and equipment.
• Proficiency in all Microsoft Office suite programs. 
• The ability to make sound decisions. This may include making on-the-spot decisions regarding member transactions; weighing member satisfaction issues with the Credit Unions’ exposure to loss or fraud and the ability to think through and rationalize decisions. 
• Ability to maintain member confidentiality. 

Physical Requirements

• While this position is primarily sedentary, while performing the essential duties of the position the employee may be required to stand, sit, walk, stoop, kneel, talk, see and hear. The nature of this position requires physical mobility and the ability to occasionally lift and/or move a maximum of 50 pounds with assistance.  This position may include prolonged periods of time working on a computer and looking at a monitor screen. 

Position Requirements

• Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), and Saturday from 8:45 AM to 12:15 PM. Travel and time spent outside normal business hours is required.
• Requirement to be bonded. Successful background check including personal credit report and criminal record.

Disclaimer 
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.