Job Description

The Member Engagement Support Manager leads support initiatives with a focus on operational efficiency, compliance, quality and support of Member Engagement service, sales and retention efforts. They are responsible for all aspects of Member Engagement Support which includes: Overseeing the Specialized Services Support team, creating exceptional member experiences through timely correspondence and document delivery, achieving accuracy and delivery targets, identifying efficiencies, sales and service training and goal setting. They support credit union initiatives through their commitment to the credit union's values of Personal Drive, Team Mindset, Big Thinking, People Smarts, and Passion to Help.

What you will do here:

Create a motivating environment that nurtures employee engagement, embodies company culture and energizes the Member Engagement teams to make proactive decisions for consumers, internal and external lines of business. Create an environment that promotes member centricity and efficiency while developing Member Engagement Support Specialists by utilizing effective service and sales coaching to build product knowledge, service skills and job proficiency. Drives utilization of employee resource tools while identifying needs for improvement.

Analyze processes and outcomes to ensure a proper balance of compliance, risk, member experience and operational efficiency within Member Engagement, making recommendations and taking action as needed to optimize these areas.

Partner with internal business partners to identify efficiencies, share feedback and streamline processes. Oversee and manage the day to day operational support of Member Engagement Specialized Support Team, Online Account Origination, and Employee Accounts, which may include supporting the Member Engagement Business Analyst on projects or initiatives.

Provide ongoing training and guidance to ensure procedural adherence within Member Engagement.

Perform other job-related duties as assigned.

What you will need:

High School Diploma or GED required.

Bachelor's Degree in Business or related field and/or equivalent experience preferred.

4 years of Teller, Business, Banking, and/or Financial experience required.

1 years experience leading small to medium groups servicing a large variety of products and services required.

1 years Call Center experience preferred.

Strong written and oral communication skills required.

Demonstrated knowledge of a wide range of consumer and business products including savings, checking, home equity, mortgage, investments, insurance and ancillary products and services required.

Demonstrated understanding of the credit life cycle and credit worthiness based on reviewing consumer credit reports required.

Competency using Microsoft Office Suite.(Outlook, Excel, Word) required.

Knowledge of Keystone Core and ACTion operating platform preferred.

Knowledge of auditing, procedure writing and Training preferred.

Knowledge of banking/credit union operations and/or Call Center management preferred.


We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.


For additional information about our organization, careers, and benefits visit:

Application Instructions

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