Member Contact Manager - ON-SITE Role

Member Contact Manager | Location: 11149 Research Blvd, Austin, TX 78759 | FLSA Status: Exempt | Schedule: Monday through Friday 8:00 AM to 5:30 PM and alternating Saturdays from 8:45 AM to 12:00 PM

Ready to lead the team that powers every member conversation at Austin Telco? As our Member Contact Manager, you’ll shape the experience across all communication channels—bringing together technology, service excellence, and operational leadership to deliver support that truly stands out. You’ll guide a talented team, work cross-functionally, and turn insights into action that strengthens how we serve our members.

If innovation, service, and team leadership light you up, this is your opportunity to make a real impact.

What You'll Do:

Member Contact Leadership

• Lead daily operations across all member communication channels
• Ensure fast, accurate, and friendly service at every touchpoint
• Resolve escalated member issues with professionalism and empathy
• Strengthen member relationships through clear, consistent communication
• Use member feedback to drive service improvements and organizational learning

Team Coaching & Development

• Lead, mentor, and develop a high-performing contact team
• Provide ongoing coaching, feedback, and accountability
• Foster a positive, collaborative, member-focused culture
• Support professional growth through training and performance development
• Model Austin Telco’s values of Respect, Empathy, Service, Integrity, and Cooperation

Operational Excellence

• Monitor performance metrics and implement improvements
• Leverage technology to support scalable, high-quality service
• Analyze data to identify trends, gaps, and opportunities
• Ensure compliance with policies, regulations, and quality standards
• Stay alert to fraud and scam trends to protect members

Cross-Functional Collaboration

• Partner with departments to optimize communication channels
• Support initiatives that strengthen member loyalty and satisfaction
• Elevate member insights to inform organizational decisions

Branch Network Support

• Provide leadership support to branch teams as needed
• Collaborate with the SVP/COO and cross-functional partners to advance organizational goals

What You Bring:

• Bachelor’s degree + 3+ years of management experience OR 5+ years in a contact center leadership role
• Excellent communication and problem-solving skills
• Strong knowledge of ATFCU policies, practices, and standards
• Proficiency with Symitar Core and Windows-based systems
• Strong analytical, organizational, and decision-making abilities
• Ability to multitask and perform under pressure
• Commitment to Austin Telco’s mission and member-first philosophy

Preferred Qualifications

• Flexible, adaptable leadership style
• Ability to collaborate across all organizational levels
• Commitment to ongoing learning and development
• Strong time-management and prioritization skills
• Effective coaching style for diverse teams
• Familiarity with the Eltropy ecosystem
• Self-motivated with strong initiative and accountability

Why You'll Love Working Here: We’re more than a credit union — we’re a community. At Austin Telco, you’ll find a supportive culture, opportunities for growth, and a mission-driven team that puts people first.

Benefits & Perks

• Medical, dental, vision, disability, and life insurance
• Optional coverage for critical illness, legal support, and more
• Paid Time Off including federal holidays, vacation, sick leave, and special paid days for birthdays and work anniversaries
• 401(k) with company match and a pension plan
• Volunteer opportunities and community engagement events
• A supportive, people-first culture

Additional Requirements

• Good credit standing (verified prior to interview)
• Successful background check and drug screening upon offer

Austin Telco Federal Credit Union is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.