Pay Range: $74,100 - $90,800 

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

Responsible for ensuring all interactions within the Member Experience Center (MXC) align with our service standards and code of conduct to create a best-in-class member experience. Leads a team dedicated to assisting members with general services including transfers, payments, and questions. Collaborates closely with Branch Operations and peer supervisors, making recommendations for process improvements or system enhancements for stakeholders. Ensures effective and efficient service delivery in alignment with organizational standards to MXC employees and our members.  

Enhances the team’s knowledge of all of our accounts and loan products and services through regular training.  Ensures that established policies and procedures are followed. Ensures prompt and professional service to members and prospective members, while continuously identifying and implementing strategies to enhance service delivery and operational efficiency. Assumes the responsibilities and duties of the department manager when required. Performs various department functions as required. 

ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following).  May perform other duties as requested or assigned.  

• Leads a dynamic team that specializes in general questions, loan payments, transfers, and branch appointments. 

• Ensures efficient operations, exceptional customer service, and compliance with regulatory standards. Collaborates with Branch Operations, peer MXC supervisors, and other internal stakeholders for process or system enhancements. 

• Fosters a collaborative and positive work environment that encourages teamwork, innovation, and continuous improvement.   

• Assists with the orientation of new employees by coordinating training plans with the Quality Assurance Supervisor. Ensures employees have the appropriate tools and resources to be successful.  

• Teaches team members role expectations to ensure optimal performance on a variety of systems and service channels when coaching employees to actively identify products and services that meet the members’ needs. 

• Tracks individual progress in accordance with department metrics and conducts performance appraisals. Formulates and implements corrective actions as needed. Supports creative action plans for individuals with development plans and professional goals.  

• Facilitates department, team, and one-on-one meetings, as well as coaching sessions and huddles, to communicate policies, procedures, business goals, training, organization updates, and individual/team metrics. 

• Acts as a “champion of change” within the department and organization by assisting team members in understanding and embracing change by clearly communicating its benefits to the business needs.   

• Assesses and evaluates Member Advocate’s professional performance including technical accuracy and alignment to credit union policies/procedures through various communication channels as part of the quality monitoring program.  

• Optimizes efficiency with a single-point resolution approach to member interactions within the team’s skill set with future customer service implementations across all teams and channels.   

• Analyzes member feedback and market trends to make recommendations for improvements to management and stakeholders on department operations.   

• Boosts efficiency by promoting a one-call resolution strategy within the team, aiming to expand this approach across all teams and channels in the future.  

• Partners with the MXC business system analyst and departments across the organization to make recommendations on process improvements or system enhancements to technology owned by the MXC. 

• Independently demonstrates critical thinking and escalation resolution skills to effectively resolve member and employee concerns and issues. 

• Demonstrates time management and ability to prioritize in a fast-paced environment.  

• Evaluates and records MXC staff productivity and service quality by analyzing metrics. Collaborates with the department manager to suggest changes and improvements.   

• Responsible for creating and maintaining team schedules and time off requests. 

• Conducts interviews and provides recommendations for staffing needs with the support of The People Team. 

• Partners with MXC leadership to develop and achieve department metrics, goals, and strategic roadmaps.  

• Balances department objectives versus individual needs and prioritizes to ensure all areas are met. 

• Supports department and verifies that operations are conducted according to established Credit Union policies, legal and regulatory requirements, and audit standards to control processes to improve effectiveness.  

• Reinforces customer identification procedures and report suspicious activity according to the credit union’s Bank Secrecy Act Policy. 

• Participates in department or organizational project teams as needed.  

• Stays up-to-date knowledge of technology, new products, and industry events through regular participation in relevant webinars and conferences, as well as independent research, to effectively support the contact center.   

• Maintains a safe, positive, and professional work environment.  

• Fulfills managerial duties as required, ensuring the efficient operation of the MXC through decision-making, operations oversight, and collaboration with other departments or stakeholders.  

• Responsible for compliance with the Fair and Accurate Credit Transaction Act (FACTA), the Bank Secrecy Act (BSA), and the Anti Money Laundering Act, including monitoring for such illegal activity as it applies to this position. 

Requirements 

EDUCATION AND EXPERIENCE 

Bachelor’s degree (B.A.) from four-year College or university plus following years of experience or equivalent combination of education, training, and experience.   

• 1 year of experience in Workforce Management (required)  

• 2 years of experience in financial services (required)  

• 2 years of experience working with contact center platforms with multiple channels (Five9 preferred)  

• 2 years of experience with ticketing systems such as Zendesk (preferred)  

• 3 years of supervisor or leadership experience (required)  

OTHER SKILLS AND ABILITIES 

Knowledge of Contact Center operations and procedures. Knowledge of Credit Union products and services. Solid understanding of related legal and regulatory requirements. Demonstrated effective management and leadership skills to select, motivate, develop, and supervise assigned personnel. Must be courteous, professional, and tactful, able to converse with members in a business environment. Attentive to detail. Ability to establish and maintain effective working relationships with co-workers and members. Excellent organizational skills and strong verbal and communication skills. Ability to apply oral and interpersonal skills that develop member confidence, respect, and trust in the Credit Union of Colorado and develop cooperative relationships with people throughout the organization.  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, members, and the public. 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.