We currently have a career opportunity for a full-time Member Support Center Manager at our Enterprise location in Appleton!

The Member Support Center Manager will lead the Member Support Center in creating a positive first impression and build strong member relationships by ensuring prompt, friendly, professional, and personal service. Lead, supervise, motivate, and provide training to meet department service level standards and goals as well as supporting team members to achieve individual goals. Direct the daily operations of the Member Support Center.

The primary responsibilities of the Member Support Center Manager role include but are not limited to:

• Lead, develop, motivate, coach, and hire team members. Facilitate one on one meetings with Team Members, provide performance feedback and recommend appropriate personnel actions including salary adjustments
• Ensure an exceptional member experience by maintaining a documented call flow followed by all Member Support Center Team Members and documented procedures and responses for member email, secure messaging, and other electronic contacts
• Provide sufficient training for the Member Support Center to maintain a highly motivated well trained and cross trained Team
• Perform regular coaching sessions and interaction monitors to develop Team Members and ensure a high level of performance
• Effectively communicate with and update Team Members on new or changing products, services, and procedures
• Schedule and monitor daily Support Center activities and provide overall team support
• Understand the phone software and its capabilities to generate reports, monitor activity and provide the best phone experience
• Create and promote the cross-sales culture in the department; educating members on products and services that meet their needs
• Develop and implement ideas to meet established goals, KPIs, and Member Service Expectations
• Review the staffing module to determine Member Support Center Specialists service levels and take appropriate action to correct unsatisfactory conditions
• Identify areas for improvement within the Member Support Center and research and recommend departmental changes to management
• Answer the phone in a courteous, timely and professional manner. Assist members and Team Members with account inquiries, account maintenance and problem resolution
• Protect the confidentiality of our member's accounts by properly identifying callers
• Remain knowledgeable about account titles and designations and identify parties authorized to access account information and perform transactions
• Recommend department cross sales and service standard goals; providing coaching to achieve goals
• Research and recommend System enhancements, changes that improve our member service process or the member experience

Candidates for the Member Support Center Manager position should possess:

• (1) A two year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
• Three to five years of similar or related experience

• Ability to lead a diverse team to meet member service standards in line with the credit union Mission, Vision, and Values.
• Excellent verbal (including speech and listening), and written communication skills.

• Ability to navigate throughout various programs on a computer; able to empathize with members and Team Members, prioritize work, and multi-task.
• Strong ability to support Team members with questions and coach them on how to resolve member issues and respond to members.
• Strong ability to make decisions with minimal information.
• Advanced ability to assist members and Team Members with basic technical support of our website, digital banking, bill pay and mobile app on multiple types of devices: mobile, tablet, desktop pc, Mac, etc.
• Ability to create a supportive and inclusive atmosphere within the department and team.
• Attention to detail and excellent follow-up skills.

Member Support Center Hours: Mon.-Wed. 8-5pm, Thurs. - Fri. 8-6pm, Sat. 9-12pm

Fox Communities Credit Union is a $2.5 billion in assets community-based credit union serving more than 115,000 members at over 20 locations. We take pride in being a progressive, member-owned, full service financial institution dedicated to serving the community.

Fox Communities Credit Union believes our team members are our most important asset. We offer a great team environment, competitive salary and an excellent benefit package which includes, medical, dental, vision, life, short term and long-term disability insurance, 401k (Roth and Traditional), which includes company contributions including match, and paid time off! As part of our commitment to the communities we serve we also offer all team members Paid Volunteer Time Off! If you are enthusiastic about a rewarding career with a successful & growing credit union, apply now!

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.