• Member Solutions Manager, Contact Center

    Posted Date 3 weeks ago(3 weeks ago)
    ID
    2018-3173
    Location : City
    Madison
    Category
    Member Service
    FTE
    1.0
    Schedule
    Availability Monday-Friday 8:00am-5:30pm & Saturday 9:00am - 1:00pm with some flexibility. Participant in on-call support rotation that provides 24x7 coverage
    Salary Grade
    11
    Min
    USD $67,100.00/Yr.
    Mid
    USD $83,500.00/Yr.
  • Overview

    UW Credit Union is growing and hiring for a new Member Solutions Center Manager in our contact center! You’ll lead a high caliber team that represent the voice of UW Credit Union: our member solutions center specialists.  Your job is to empower and equip this team to succeed. Team development and process improvement fuel your passion. Being part of a leadership team with focus on employee engagement and teamwork is how you thrive. To be successful in this role, you will collaborate with various departments across the credit union. You’ll create and launch initiatives involving people, training, and technology that influence over 350,000 phone and web member experiences each year.

     

    In our Member Solutions Center, we pride ourselves in building meaningful relationships.  This occurs in our state-of-the-art contact center environment which invites collaboration, creativity, and comfort.  As a leader with one of Wisconsin’s top financial institutions, you’ll be empowered to act in best interest of over 250,000 members around the globe.

    Responsibilities

    • Develop quality assurance, training, internal controls and standards
    • Support member communications and inquiries with product offerings including phone, mobile app and web experiences.
    • Develop staff of highly engaged employees to act in our members best interest.
    • Possess a commitment to the excellence of others to support growth and development of employees.
    • Communicate organizational purpose, critical measures, strategies and progress as relating to department and employee goals and success.
    • Prepare member experience documentation of systems and processes
    • Support and leverage workforce management technology
    • Manage and lead projects that align with Member Solutions Center Roadmap in collaboration with various departments
    • Apply sound analytical skill, financial judgment, and effective risk management in decision making
    • Apply member experience feedback to support business initiatives

    Qualifications

    • Bachelor’s degree in business administration, finance or a related field.
    • 4-5 years management experience in Financial Services, E-Commerce, or Contact / Call Center
    • Expertise in research, analysis, problem solving, design and delivery of Web-based solutions
    • Talent and passion for technology, automation, and process improvement.
    • Effective oral and written communication skills

     

    What's in it for you?

    Join Wisconsin’s number one credit union as rated by Forbes 2018, a four-time recipient of Madison Magazine’s Best Places to Work, and a two-time Milwaukee Journal Sentinel’s Top Workplace to receive:

    • 21.5 days annual time off
    • 2 days paid volunteer time
    • 9 paid holidays (includes your birthday!)
    • 401k company match of up to 5%, plus approximately 4% discretionary match
    • Variable bonus reward
    • Free bus pass and B-Cycle membership
    • 5 health plan options, including domestic partner eligibility
    • And more!

    UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. We strive to cultivate an inclusive workplace that is home to a diverse workforce where employees at all levels model knowledge of, belief in and a commitment to cultural competence.

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