If you work here, you belong here.

We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

What we offer

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events

Position Summary

Under the direction of the Head of Member Service Center, the Member Service Center Operations Lead helps create an extraordinary member experience by serving as the lead on call center technology implementation, as well as ongoing improvements to existing technologies. This role contributes to enhancing the quality of service provided to members by contributing to the efficiencies of the department as the lead in supporting daily operations of the Member Service Center. Serves as a mentor and trainer to new hires and assists in the coaching and development of the team.

Essential Responsibilities and Accountabilities:

MSC Technology Solutions

• Coordinates with the Head of Member Service Center on overall management of the digital member service channels to enrich member touchpoints utilizing chat, messaging, phone, co-browsing, social, online voice, and video using any combination of AI and MSC agents.
• Leads the process of completing call monitoring and scorecards. Proactively identifies call-routing opportunities to streamline, digitize, and automate processes in the Member Service Center. Coordinates with Head of Member Service Center to ensure completion of coaching as scheduled in a timely and effective manner.
• Leads the implementation of new call center technologies with the support of the Head of Member Service Center, promotes the adoption and usage of existing technologies to ensure maximum achievement of member satisfaction.
• Proactively identifies and leads the ongoing updates to existing technologies being used, keeping the Member Service Center team and branch agents up to date with updates and changes.

Member Service Center Operations

• Thorough understanding of the following applications: phone system, Core System, Digital Banking, Bill Pay, Debit card management, Online account opening, Wire Origination, and Centrix DTS.
• Responds to, investigates, and problem solves escalated member requests, questions, problems or complaints via telephone and internet and directs them to management for resolution when necessary.
• Recommends areas of improvement in process and procedures of call center operations. Determines problem areas, revises Member Service Center procedures.
• Coordinates with Head of Member Service Center to complete departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service Center transaction volumes to ensure compliance with service goals.
• Ongoing collaboration with Learning & Development to develop new and continuously improve retail learning processes and procedures with an emphasis on technology.

Team Coaching & Leadership

• Supervises, coaches, and motivates Member Service Center staff for maximum achievement of the department and individual goals, using open communication.
• Supervises the Member Service Center staff responsibilities, ensuring staff is skilled to perform all necessary functions, including meeting or exceeding member satisfaction standards and assigned service goals.
• Proactively identifies training opportunities, provides feedback and coaching to agents regarding adherence to call center metrics and established procedures and guidelines.
• Assists the Head of Member Service Center with completing and delivering annual employee performance reviews.

Key Behavioral Competencies

Experience Oriented

Demonstrates a consistently positive and constructive attitude. Listens to members, internal and external, with empathy and respect. Provides options, alternatives, and solutions to meet the member's and teammates’ needs. Provides recommendations to manager to improve the internal and external member experience. Is authentic and transparent in all interactions.

Attention to Detail

Ensures accuracy in documentation and data; organizes and maintains an appropriate system of records, as necessary. Maintains high standards of accuracy despite pressing deadlines, considers excellence a fundamental priority.

Collaboration

Shares time, passion, and knowledge with others to ensure team success. Demonstrates awareness and respect of differences and appreciates and leverages the strength of others to accomplish goals. Listens to understand and respects the ideas of others even when differing from own. Promotes a high-trust, team-oriented environment within their workgroup and on projects that cross functional lines.

Dependability

Personally responsible; completes work in a timely, consistent manner; maintains a high degree of integrity; is committed to doing the best job possible; keeps commitments. Is honest, truthful and straightforward. Is regularly present and punctual; arrives prepared for work.

Knowledge and Skills:

• High school diploma or equivalent.
• At least two years’ experience in financial services call center or related field.
• Exhibits working knowledge of branch operations with strong organizational skills.
• Ability to multitask.
• Good oral and written communication skills.
• Experience in Windows, Microsoft Office.

ADA Requirements:

Physical Requirements:

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
• Must be capable of climbing/descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to stand for long periods of time.
• 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 whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.

Working Conditions: