Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $20.00 - $25.25
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
flexible spending accounts
Life insurance
401(k) retirement plan
paid leave
Tuition Reimbursement
scholarships
Short term disability benefits
Long term disability benefits
Job Description
Keesler Federal Credit Union is a well-established financial institution dedicated to providing exceptional service and financial solutions to its members. As a member-owned cooperative, Keesler Federal Credit Union prioritizes the needs and satisfaction of its members, offering a comprehensive range of banking products and services designed to help individuals and businesses achieve financial success. Known for its commitment to innovation, community involvement, and member-focused approach, Keesler Federal Credit Union fosters a supportive and dynamic work environment where employees are valued and empowered to excel.
The Member Services Concierge Manager role at Keesler Federal Credit Union is a pivotal leadership po... Show More
The Member Services Concierge Manager role at Keesler Federal Credit Union is a pivotal leadership po... Show More
Job Requirements
- High school diploma or equivalent
- Preferably a four-year college degree or equivalent
- Minimum of 5 years of leadership experience in a financial institution focusing on policy development and operational strategy
- At least 2 years of experience leading contact center teams preferred
- Demonstrated management of large teams and service excellence in multi-channel environments
- Experience with enterprise-wide transformation initiatives preferred
- Ability to forecast service requests and optimize staffing
- Proficient with contact center software including Salesforce and Genesys
- Completion of required Integrity Coaching and CUNA CPD courses
- Proficient in Microsoft Office and internet tools
- Excellent interpersonal and communication skills
- Ability to handle sensitive member issues professionally
- Ability to prepare and deliver performance reports
- Physical ability to sit, stand, walk, use hands, talk, and occasionally lift up to 10 pounds
- Ability to work in an office environment with computer and telephone headset use
Job Qualifications
- A four-year college degree or equivalent or completion of a specialized course of study at a business or trade school or completion of a specialized and extensive in-house training or apprenticeship program
- Minimum of 5 years of recent leadership experience in a credit union or financial institution with direct oversight of policy development, performance metrics, and operational strategy within the banking industry
- At least 2 years of recent experience as a contact center leader preferred
- Proven track record of managing large teams and driving service excellence across inbound/outbound channels
- Experience implementing enterprise-wide transformation initiatives preferred
- Ability to forecast member service request volumes and optimize staffing models
- Strong command of contact center technologies such as Salesforce and Genesys
- Demonstrated ability to positively influence change and implement thresholds with a positive approach preferred
- Proficient in Microsoft Word, Excel, internet, and email
- Completion of Integrity Coaching within one year of hire date, with ongoing refreshers
- Completion of CUNA CPD online courses as assigned or required
Job Duties
- Execute Concierge contact center strategies aligned with departmental and organizational goals
- Lead, coach, and develop team members through feedback and performance reviews to drive engagement and results
- Execute the Concierge sales and service strategy to support consumer and business banking growth in deposits, loans, products, and profitability
- Execute the digital channel communication strategy in the MCC
- Develop and maintain strong cross-functional partnerships with internal teams, vendors, and leadership to achieve shared objectives
- Ensure clear and consistent communication that supports member and enterprise priorities
- Identify and act on opportunities to enhance efficiency, team performance, and member experience
- Execute and oversee "white glove" concierge service delivery strategy to strengthen member retention and uphold service excellence through all communication channels members choose – inbound, outbound, chat, email, social media, etc.
- Partner with Quality Assurance Team to ensure quality assurance programs are executed flawlessly to meet compliance and service standards
- Handle escalated member complaints in a courteous, professional manner including investigation, corrective action, and resolution within the scope and authority of the position
- Develop work schedules, assign duties, and approve or deny leave requests
- Maintain accurate attendance records
- Provide accurate monthly tracking and production reports to the Director of Member Contact Center in a timely manner
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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