Manager - Member Services

Job Summary

The Manager, Member Services leads and develops a team of Member Services Representatives (MSRs) in a high-volume call center environment, creating a culture rooted in care, accountability, and service excellence. In partnership with the Director, Member Services, this role helps shape and execute department strategies that deliver meaningful member experiences, strengthen daily operations, and support continuous learning and growth. This leader identifies opportunities to elevate individual and team effectiveness, embraces improvement and innovation, and models the UFCU Way through collaborative leadership and an unwavering commitment to doing what is right for our Members and each other

The Manager, Member Services reports to the Director, Member Services.

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and

preferences, what brighter futures means to them, and the obstacles in their way. We act in our

Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our

Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

Leadership:

• Advance the vision for Member Services and, in partnership with the Director, develop and implement strategies to achieve the vision

• Provide input to Director regarding metrics and standards for MSR performance and member-centric production

• Evaluate MSR patterns and trends of behavior and identify appropriate solutions for consideration by Manager

• Promote and maintain ongoing, effective feedback to evaluate employee engagement and Member satisfaction

• Effectively lead change through agreed upon communication strategies across the department

• Represent the Member Services department at meetings, as necessary

• Act as Manager on Duty when the Director is out of the office

• Serve as a role model to employees and peers by demonstrating UFCU culture and values during all interactions with employees, leadership and Members

Team Development:

• Mentor and coach Assistant Managers, Team Leads, and MSRs; developing the team and setting it up for success.

• Develop and utilize career development plans with Assistant Managers for themselves and their teams

• Identify and recommend individual and team development opportunities, both formally and informally to the Director

• Work to develop team relationships across all of Retail, implementing initiatives to further this effort

Operational Management Support:

• Actively participate in selecting, hiring and onboarding new employees to Member Services

• Plan and initiate all expected operational requirements to support his/her team

• Gather and report on statistics for Member Services on a monthly basis, identifying trends and coordinating improvement actions with the Director

• Collaborate with the Director in developing initiatives for morale building, employee retention and engagement

• Coordinate Quality Management disputes using an objective, consistent approach.

• Complete all Net Promoter Score callbacks for Member Services to help ensure a consistent Member experience across the department

• Review processes and procedures to maximize effectiveness and productivity of all resources

• Monitor service level performance, identify gaps, and take timely action to maintain department standards.

• Support all necessary escalations

• Support vendor management with contracts, invoicing, and Service Level Agreements (SLAs), identifying training and SLA gaps

Training:

• Identify training trends and gaps within the Member Services team and provide necessary information at an individual and team level

• Communicate identified issues or challenges to Member Services Leadership Team

Core Competencies (How you behave)

• Building Relationships

• Foster collaboration and teamwork; promote professional relationships and partnerships with leaders throughout the organization.

• Be approachable to all employees at all levels of the organization

• Communication

• Advanced verbal, written, listening, and interpersonal communication skills, with excellent telephone voice and demeanor

• Excellent member service skills and ability to quickly establish rapport and trust over the telephone and via email

• Decision Making

• Ability to make effective decisions in a complex, fast-paced environment

• Emotional Intelligence

• Demonstrated a high degree of professional maturity, leadership and empathy. Exhibit high levels of integrity and ethical behavior.

• Focus on Results

• Demonstrated ability to initiate, lead, hold others accountable, and implement process improvements.

• Systems Thinking

• Strong creative problem solving and analytical skills, including ability to reach out to other departments and partner on resolutions.

Experience (What you have done before)

Minimum Requirements

• Associates Degree or equivalent

• Minimum of 3 years of supervisory leadership experience

• Advanced level of Personal Computer skills, with proficiency in Internet communications as well as Microsoft Word and Excel

• Must be bondable

Preferred Requirements

• Bachelor’s Degree

• Five years of Call Center experience

• Prior credit union or financial industry experience

• English/Spanish bilingual

Physical Demands

The physical demands described are representative of those that must be met by an employee in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• Sitting

• Use of hands to finger, handle or feel

• Use of hands and arms to reach

• Extensive use of the telephone, requiring the ability to effectively listen and accurately explain complex information

• Extensive use of the computer, requiring the specific vision abilities including close vision, distance vision, peripheral vision and the ability to adjust focus.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position may involve periodic stressful conditions.

• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.

• Frequent computer use at a workstation up to two hours at a time.

• The noise level in the work environment is usually loud.