Manager, Member Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Contact Center Services & Solutions Account Executives and Service Executives.

• Inspire and oversee a team responsible for managing relationships and service within the contact center.

• Cultivate and maintain assigned credit union client relationships across Contact Center Services & Solutions, Lending, and CU Student Choice products.

• Enhance consultative member service, advocate for Velera products and services, and foster loyalty, endorsements, revenue growth, and market share.

• Direct cross-functional teams and resources to align with business objectives.

• Formulate business plans and enforce policies and procedures for timely outcomes and issue resolution.

• Establish relationships with client executives and pivotal call center leaders.

• Supervise client relationship and operational services for the contact center, including production support, projects, solutions, system enhancements, and compliance matters.

• Manage account relationships to ensure client satisfaction and address escalated issues.

• Spearhead Client Relationship Management and Contract Renewal strategies.

• Monitor and resolve complex and sensitive issues effectively.

• Forecast and develop skilled resources; maintain and report on productivity and quality statistics.

• Encourage operational efficiencies and process enhancements.

• Support sales efforts through on-site meetings and conference calls.

• Sustain relationships with clients, vendors, and Velera departments.

• Identify and present sales opportunities along with new products and services.

• Lead or engage in cross-functional projects.

• Stay informed about Velera products, service applications, and payments regulations.

⛳️ Requirements

• Bachelor’s Degree in a related field or an equivalent combination of education and experience is required.

• A Master’s degree is preferred.

• At least 8 years of professional experience leading multi-site client services centers and successfully developing/executing service and delivery strategies is required.

• A minimum of 8 years of experience in the banking or credit union industry is required.

• A minimum of 8 years of call center industry experience is required.

• Strong communication skills to effectively interact with client operational executives and call center leaders, as well as internal support teams, leaders, and executives.

• Comprehensive understanding of Velera products, solutions, and systems, including setup, implementation, testing, pricing, billing, and reporting.

• Knowledge of payments regulations, such as Dodd-Frank.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages.

• Medical with telemedicine services.

• Dental and vision coverage.

• Basic and optional life insurance.

• Paid Time Off (PTO).

• Maternity, parental, and family care leave.

• Community volunteer time off.

• 12 paid holidays.

• Company-paid disability insurance.

• 401k plan with employer match.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental insurance options.

• Mental health and well-being resources, including an Employee Assistance Program (EAP).

• Tuition reimbursement.

• Wellness program.

• Remote-first, flexible working environment.