Member Care Manager

Description

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will manage and continually develop, for Allegacy members and staff, the people, processes and technology for Member Care that is staffed with knowledgeable professionals who have the tools to effectively perform their day-to-day tasks. 

Nature and Scope

The purpose of this position is to plan, develop and implement strategies to provide outstanding customer service to members through our contact center. A primary responsibility is the hiring of the correct professionals with the skill sets to meet the demand of a fast-paced, high volume contact center. Member Care handles inbound calls, loan applications by phone and supports other internal departments including Business Services, Mortgage, Debit and Credit Card Services, Fraud and Allegacy Investment Group. A specialized team within Member Care also serves as an internal support team that does extensive research for all areas of the credit union.

The Member Care Manager, with the assistance of the Member Care Management Team,  develops the processes for the contact center that work in conjunction with Allegacy policies and procedures. This position’s direct reports are: Member Care Supervisor, Member Care Quality Supervisor,  Member Care Fraud Supervisor. The Member Care Manager will also need to stay abreast of new call center technology to create a strategic plan for the future. This position will be challenged with weighing quality calls against a metric of specified service levels, correct scheduling of agents and correct forecasting of call load.

The Member Care Manager works closely with other lines of business leaders to bring new, and enhance existing, delivery channels for Allegacy members and prospects. This coordination will allow Allegacy to continually improve service and sales across integrated channels. The Member Care Manager, in coordination with the Director of Member Care, will develop and manage the department budget and complete invoice processing. 

Specific Accountabilities

• Oversee the daily operations of Member Care (contact center). 
• Responsible for leading team to provide exceptional member service to every member, every time by ensuring employees deliver consistently high-quality service to both internal and external members that is in alignment with our Brand Culture.
• Hiring, training, supervising, coaching, developing employees to their highest potential; identifying areas for recognition and improvement. 
• Set goals for performance and hold employees accountable for their performance, attitude and behavior; develop plans to improve employee’s performance as needed.
• Ensure understanding of the Performance Management system and company-wide objectives; use system to evaluate employees fairly and consistently against established sales and service goals. 
• Establish metrics and monitor them on a daily, weekly and monthly basis, create a scorecard and provide those statistics to staff and senior management team.
• Conduct quality assurance training and continual development of the QA program for the contact center, in conjunction with the Quality and Development Supervisor.
• Prepare and present reports on call center performance to senior management.
• Possess effective knowledge of the credit union’s products and services.
• Handle escalated member issues and complaints, providing solutions and maintaining member satisfaction.
• Schedule staff, using a forecasted call load in order to have the correct number   of employees available and ready to take calls; utilize workforce management software. 
• Review, recommend and implement new work procedures that result in process improvements for day-to-day operations of Member Care.
• Determine new technology that should be explored to further develop the Member Care team; work with vendors and serve on special projects as directed by Director of Member Care. 
• Demonstrate enthusiastic support of corporate mission, core values and long-term strategic objectives.
• Perform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and work procedures; ensure operational excellence.

Knowledge, Skills, Abilities

• Ability to manage a department that is fast-paced and team oriented.
• Strong leadership, problem-solving, team management and decision-making skills.
• Knowledge of Call Center technology, specifically Automated Call Distribution systems and telephony providers.
• Ability to do strategic planning for Member Care (contact center)
• Ability to analyze call center data and generate reports. 
• Excellent verbal and written communication skills
• Good organizational and analytical skills
• Project management and planning skills
• Proficiency in Microsoft Office applications
• Experience with Quality Assurance programs
• Ability to manage and engage onsite and remote team members.
• Ability to stay calm in stressful situations.

Requirements

Education and Experience

Bachelor’s Degree in Customer Service or Business oriented field or equivalent work experience

Minimum of five years prior call center management experience

Experience with telephony systems preferred

Demonstrated project management skills

Demonstrated management within a large department including multiple part time employees.