Position Summary:

The Member Support & Operations (MSO) Manager oversees the performance and development of Labor Credit Union’s Member Support department (Contact Center), the Quality Assurance Specialist, and the Card Services Specialist.

The role plays a vital part in overseeing and ensuring exceptional member service and timely resolution of inquiries and requests by the Member Support department; the accuracy, compliance, and efficiency of operational processes related to member deposit and loan accounts by the Quality Assurance Specialist; and supporting all aspects of the credit union’s card services, including debit, credit, and cards rewards programs by the Cards Services Specialist.

This position supports the overall operations of Labor Credit Union by managing support department functions, processing documentation, and ensuring compliance with regulatory standards. This role combines leadership, problem-solving, and operational expertise to create a seamless experience for members and ensures the operational soundness for the credit union.

Duties and Responsibilities:

• Customer Service Excellence
• Oversee the Member Support department in delivering outstanding member experiences, addressing concerns, and resolving issues promptly.
• Implement and maintain service standards that promote member satisfaction and loyalty.
• Monitor member feedback and identify opportunities to enhance service delivery.
• Manage operational workflows to maximize productivity and accuracy.
• Performance and Goal Achievement
• Set and achieve operational, service, and financial performance goals for the Member Support department through effective employee coaching, development, and accountability.
• Analyze contact center performance metrics and implement strategies for improvement.
• Collaborate with other departments to drive cross-selling of credit union products and services.
• Problem-Solving and Decision-Making
• The MSO Manager acts as the escalation point for member and staff issues, providing solutions that balance member satisfaction and organizational objectives.
• Address operational challenges promptly and efficiently to minimize disruptions.
• Transaction Processing
• Monitor and resolve transaction discrepancies in a timely manner.
• Ensure accurate and efficient posting of transactions to customer accounts.
• Documentation and Records Management
• Manage and maintain accurate records of all transactions and operational activities.
• Oversee the process of document verification for new accounts, loans, and other banking services.
• Ensure adherence to data retention policies and regulatory requirements.
• Compliance and Risk Management:
• Thorough understanding of all compliance regulations to ensure all operations comply with internal policies, procedures, and regulatory guidelines.
• Assist in audits and regulatory examinations by providing required documentation and reports.
• Identify potential risks in operational processes and recommend mitigation strategies.
• Ability to obtain Compliance designation- Credit Union Compliance Expert (CUCE) and/or Certified Credit Union Compliance Officer (CUCO).
• System Support
• Utilize banking software and systems to execute support department functions such as fraud mitigation, quality control, compliance, and improving operational efficiency.
• Troubleshoot system issues and coordinate with IT or vendors for resolution.
• Assist in testing and implementing system updates or new features.
• Member Support
• Provide support to Financial Wellness Advisors (front-line) and Member Support Specialists (Contact Center) by addressing inquiries related to support department functions.
• Collaborate with other departments to resolve the member’s issues promptly and efficiently and ensure a seamless experience for members through effective back-office operations.
• Reporting and Analysis
• Generate operational reports and analyze data to identify trends or inefficiencies.
• Provide insights and recommendations to improve processes and support decision-making.
  
  
  

Position Requirements:

• Bachelor’s degree in business, finance, or a related field (preferred) or equivalent work experience.
• Minimum of 3 years of experience in financial operations or a similar role.
• Strong understanding of banking procedures, regulations, and financial systems.
• Proficiency in banking software and Microsoft Office Suite.
• Excellent analytical, problem-solving, and organizational skills.
• Strong attention to detail and ability to manage multiple tasks under tight deadlines.
• Effective communication and teamwork skills.
  
  
  

Work Environment:

• Hybrid-based role with standard working hours.
• May require occasional extended hours to meet deadlines or during audits.
  
  
  

Physical Requirements:

• Ability to sit, use a computer, and focus on detailed tasks for extended periods.
• Occasionally lift or move up to 20 pounds.