Desert Financial Credit Union · 1 week ago
Manager I Member Engagement Center
Phoenix, Arizona, United States
Full-time
Onsite
Entry, Mid Level
2+ years expDesert Financial Credit Union is a financial institution focused on providing excellent member services. The Member Engagement Center Manager I will lead and develop a team while ensuring operational performance and service quality within the Member Engagement Center.
BankingFinance
Responsibilities
Responsible for effectively onboarding, coaching, developing and retaining a high performing team to meet or exceed MEC performance metrics
Frequently and routinely meet with staff both in individual and team settings to establish performance expectations and provide mentoring as needed
Identify when performance is consistently substandard and when development plans are needed
Regularly monitor and document performance, timesheets, evaluations and appraisals
Manage personnel records for all frontline employees
Partner with HR and Manager II to discuss and make decisions on disciplinary actions and terminations
Assist in interviewing and making hiring decisions
Handle escalated cases as needed and ensure that management approval is provided when appropriate
Contact members to provide follow-up or resolution on escalated issues
Analyze and report on customer and operational issues that negatively impact service quality
Partner with Manager II to identify resolutions
Assists with special projects to support the MEC department and internal department relationships
Perform other job-related duties as assigned
Qualification
Required
High School Diploma or GED required
2+ years financial services call center or retail banking experience required
2+ years experience meeting sales objectives within the financial services industry or other types of retail businesses required
Excellent interpersonal, verbal, and written communication skills required
Demonstrated ability to create development plans focused on others' as it pertains to operating skills, soft skills, communication, and decision making required
Strong probing, problem solving and decision-making skills required
Extensive experience with customer retention, sales and ongoing relationship building required
Ability to use CRM, quality management, CMS or other ACD call reporting software, and workforce management software required
Ability to work effectively, both independently and in a team environment required
Demonstrated competence working with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) required
Demonstrated ability to motivate others to high performance required
Values diversity required
Preferred
Bachelors Degree in Business or related field preferred
1+ years experience leading, supervising and coaching small to mid-sized groups in call center environment preferred
Company
Desert Financial Credit Union
Desert Financial Credit Union is a credit union that offers financial solutions to members.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Meshey
President and CEO
Jack Biggs, CFA
Senior Vice President / Chief Financial Officer
Recent News
GlobeNewswire
2026-01-20
PR Newswire
2026-01-05
2025-12-10
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