MEC Service Manager

RadiFi Credit Union is seeking a Member Engagement Center Service Manager to be responsible for leading and managing the overall service delivery and operational effectiveness of the credit union's contact center service department. This role ensures that members receive timely, accurate, and courteous support through multiple service channels, including phone, live chat, and secure messaging. The Member Engagement Center Service Manager oversees daily team operations, drives service standards, and champions a culture of member-first support, ensuring a consistent and high-quality experience for every interaction.

This position is accountable for workforce management, team coaching, performance monitoring, and service recovery, as well as for collaborating across departments to improve processes, technology, and member outcomes. The ideal candidate is a hands-on leader with a passion for service excellence, operational efficiency, and team development.

In addition to leading a team of Member Service Representatives, this role owns the member engagement center phone system and serves as the organization's subject matter expert (SME) for telephony platforms, call routing, reporting, and optimization.

Major Duties and Responsibilities:

• Provide day-to-day leadership and oversight of contact center operations, ensuring high-quality service across all channels.
• Establish and maintain service level goals (SLAs), response time standards, and member satisfaction benchmarks.
• Monitor member interactions (calls, chats, messages) for quality, accuracy, professionalism, and adherence to policy.
• Serve as an escalation point for complex member issues and ensure timely resolution with a focus on service recovery.
• Supervise, coach, and develop a team of Member Service Representatives.
• Create and maintain schedules to ensure adequate coverage during business hours, including peak periods and holidays.
• Conduct regular team meetings, performance reviews, and individual coaching sessions to foster engagement and professional growth.
• Identify skill gaps and coordinate training to ensure team readiness on products, systems, and service procedures.
• Utilize contact center technology to manage workflow and evaluate performance metrics (e.g., first call resolution, abandonment rate, average handle time).
• Support the implementation of new tools or enhancements to improve contact center operations and digital support capabilities.
• Partner with IT, Digital Banking, and Operations teams to ensure systems are functioning properly and securely.
• Identify opportunities to streamline workflows and reduce call and message volume through proactive solutions, automation, or self-service enhancements.
• Ensure adherence to all applicable policies, procedures, and regulatory requirements (e.g., BSA/AML, Reg E, UDAAP).
• Maintain detailed documentation and reporting for internal audits, performance analysis, and compliance reviews.
• Performs other duties as assigned.