JOB SUMMARY

Guide and manage a virtual branch office in providing quality service to members in account transactions, loan applications, and servicing member accounts. Solve problems within established policies and guidelines. Manage Contact Center or a branch with less than ten full-time employees.

MEMBER EXPERIENCE STRATEGY

• Drive a member-first culture through empathy, efficiency, and effective problem-solving.
• Gather feedback from members and staff to improve service delivery.
• Contribute to member retention and satisfaction initiatives.
  Requirements:

COMPETENCIES/SKILLS

• Leadership
• Decision Making
• Excellent Written and Verbal Communication
• Ethical Conduct
• Problem Solving
• Organizational Skills
• Technical Capacity

REQUIREMENTS/QUALIFICATIONS

• High School Diploma or Equivalent
• Management experience preferred
• 6 Months Member Service Experience Preferred
• Credit Union experience a plus
• Call Center experience is a plus

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice