The Summit Federal Credit Union · 7 hours ago
Member Service Center Manager
Rochester, NY
Full-time
Onsite
Senior Level
5+ years expThe Summit Federal Credit Union is seeking a Member Service Center Manager to oversee the development of team leadership and staff within the Member Service Center. This role involves managing daily performance, ensuring compliance with financial regulations, and optimizing operational efficiencies while cultivating a high-performing team environment.
Credit BureauFinancial ServicesNon Profit
Hiring Manager
Susan Scanlon, SHRM-CP
Responsibilities
Responsible for the daily performance of the call center, ensuring that the team provides secure, compliant, and top-tier service for all account-related inquiries
Operational Excellence: Oversee daily workflows to ensure service level agreement (SLA’s) are met for the staff and call overflow vendor by managing staffing levels based on peak call volume trends. Monitor and provide guidance on member communications, via the Member Service mailbox, Live Engage (Chat), and social media platforms provided by the Marketing Department
Compliance & Risk Management: Ensure 100% adherence to financial regulations and internal security protocols to protect sensitive customer data
Performance Analytics: Analyze call data and KPIs to identify bottlenecks, reporting weekly/monthly performance trends to executive leadership. Utilize the Work Force Management system to review and approve the monthly MSC staffing schedule ensuring that it meets the staffing needs of the department. Monitor daily and respond, as needed to any unexpected volume or staffing events
Process Improvement: Partner with the Member Service Center Director, IT and Product teams to streamline the 'customer journey,' reducing friction in account authentication and common transaction workflows
Culture Building: Cultivates an engaged and high-performing team environment where employees feel empowered, valued, and motivated to excel. Provides clear direction, expectations, and regular coaching to develop team capabilities and drive consistent performance. Maintain high employee morale and retention in a fast-paced environment through engagement initiatives and transparent communication. Collaborate with and be responsive to others, in daily interactions and on shared initiatives, with a focus on building respectful and professional relationships with colleagues in all areas of the credit union
Mentorship: Directly manage and coach leadership staff to drive professional growth and high performance. Monitor service quality by resolving complex cases, focusing on Creating Member Loyalty (CML), compliance and identity verification, to optimize the member journey
Escalation Management: Directly manage high-risk escalations and complex member grievances as the final point of contact. You will champion the recovery of member satisfaction by providing immediate, high-level conflict resolution that aligns with credit union values and preserves member retention
Data Support: Provide daily, weekly, and month-end reports, identifying trends, providing support for service recommendations
Complete requests and projects on a timely basis, as assigned
Serve as a backup call representative during peak times
Perform duties of Member Service Center staff member as needed
Perform other various duties as assigned
Qualification
Required
5+ years of experience in call center management, specifically within banking, credit unions, or fintech
Deep understanding of financial industry standards and privacy laws (e.g., Gramm-Leach-Bliley Act)
Expert-level experience with Workforce Management (WFM) tools, IVR systems, and CRM platforms (e.g., Salesforce or Genesis)
Bachelor's degree in finance, Business Administration, or related field
At least 5 to 7 years' professional experience, with at least 3 - 5 years in management/leadership position, preferably in a busy call center and/or high performing financial institution
3-5 years prior sales and service experience focused on creating positive member/customer experiences
Excellent verbal and written communication skills, specifically, exhibiting a calm and reassuring demeanor to staff and members
Proven ability to motivate, train/develop employees and inspire a team working environment
Must possess aptitude for providing high level member service and problem resolution
Strong interpersonal, analytical, and organizational skills
Strong critical problem-solving skills
Ability to handle confidential/sensitive situations in a professional manner
Ability to manage and prioritize multi-functional tasks
Advanced knowledge of Microsoft Windows and Office Suite, including Word, Excel, Outlook, & Power Point
Subject to the compliance requirements of all related federal regulations, including but not limited to; the Bank Secrecy Act (BSA), Anti Money Laundering (AML), Information Security and Privacy policies and procedures
Eligible to register as a Mortgage Loan Originator (MLO)
Company
The Summit Federal Credit Union
The Summit Federal Credit Union is a non-profit full-service financial cooperative.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Laurie Baker
President & CEO
Leanne McGuinness
CFO
Recent News
Central New York Business Journal
2025-05-01
Central New York Business Journal
2024-11-08
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