Experience Center Manager (Call Center)

The Experience Center Manager is responsible for managing and overseeing all daily functions and systems within the Experience Center, as well as identifying and implementing improvements to existing member experiences. The EC Manger will assist the VP of Experience Center in leading the strategic direction of the Experience Center. A successful individual in this role will ensure the smooth and efficient functioning of team, including timely and proper member communications through all delivery channels, processing of membership, deposit and loan applications for new and existing members, and underwriting and fulfillment of specific consumer loan requests. This individual is also expected to serve as a mentor to all team members, providing guidance on policies and procedures as needed. This role will be pivotal in ensuring the Credit Union's policies and procedures are being closely followed, and that interactions with members are accurate and compliant. This individual will supervise a large group of professional staff characterized by repetitive processes and member interactions.

NORMAL DAY-TO-DAY WORK

1. Provide daily oversight of all member touchpoints to include phone calls, electronic communication channels and online account opening to ensure that service levels and key performance indicators are met.
2. Hire, train and develop Experience Center Staff including conducting performance evaluations and providing coaching and feedback.
3. Ensure that all staff members are equipped with the necessary tools and permissions needed to provide member services
4. Monitor member communications to ensure that service levels are met. Ensure operation and efficiency of all related system aspects needed for member service activities, including personal and team member communications and work volumes.
5. Responsible for maintaining and developing member service processes within the Experience Center, including member communications, member relations, account opening and consumer lending.
6. Oversee, create, and maintain Experience Center processes and identify risks and opportunities based on the organization's business strategy.
7. Provide ongoing training, encouragement as well as professional development of team members.
8. Actively work with leadership to manage relationships with external vendors for member services related tools, including account opening, phone systems and text messaging. Act as liaison to other internal departments.
9. Develop and present reports on metrics and performance of member service activities.
10. Serve as tier 2 escalation point for any member/account disputes while adhering to process and procedures, ensuring regulatory compliance.
11. Stay abreast of industry trends and evolving regulations concerning member services, digital banking and consumer lending.
12. Oversee efforts to periodically review policies and procedures and identify opportunities for improvement regarding team operating compliance and efficiency.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 7 - 9 years of banking experience, including member/customer servicing experience as well as 1 - 3 years of managerial experience.
2. Strong analytical and problem-solving skills, with the ability to identify trends and develop solutions.
3. Demonstrated knowledge of banking procedures, including policies, laws and regulations, consumer loan origination and servicing.
4. Operating experience of financial products as well as online banking and digital platforms.
5. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
6. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
7. Travel required on occasion.

Here are a few qualifications we'd LIKE for you to have.

1. 4 - 6 years of Credit Union member service experience.
2. Bachelor's degree in Business Administration or relating field of study.
3. Experience with creating and updating policies, processes, procedures, and guidelines.
4. Supervisory experience within a member/customer service environment.

About the Civic and LGFCU Culture

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and wellbeing of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.

If you have questions about this position description, please feel welcome to ask. You can reach our HR at:

Human Resources

3600 Wake Forest Rd, Raleigh, NC 27609

careers@lgfcu.org

PI216919340