Contact Center (Member Service) Manager at Alliance Credit Union

Contact Center (Member Service) Manager

If you're a service-driven leader who enjoys variety, collaboration across locations, and making a direct impact on both teams and members, apply today and become part of something meaningful at Alliance Credit Union. Alliance Credit Union is a leader in the St. Louis area financial community, providing the best in service and rates to our members. At Alliance Credit Union, our people are our greatest differentiator and have a competitive advantage in the markets we serve. We are all united in delivering the best experience for our members. We work together each day to foster an inclusive workplace culture where all our employees feel respected and valued and have an opportunity to contribute to the Credit Union's success. You will never be just a number at Alliance! In addition to our amazing culture, we offer:

• Competitive pay and yearly merit increases
• Full benefits package including medical (as low as $12/week), dental, and vision.
• HRA & FSA
• Employer paid life insurance and disability benefits (STD & LTD)
• 401K with an 8% employer match
• 11 paid Holidays
• Generous PTO (starting at 15 days per year) and 2 service days per year.
• An Employee Assistance Program (EAP)
• Annual bonuses
• Employee events, birthday celebrations, and much more!

Position Overview:

As the Member Service Manager, you will lead the daily operations of our Member Service Center, ensuring exceptional service across phone, email, chat, and digital channels. You'll coach and develop a high-performing team while driving service excellence, operational efficiency, and continuous improvement.

This role plays a critical part in supporting multiple branch locations, requiring regular travel to assist with staffing, training, and operational needs. You'll serve as a key bridge between the contact center and branch teams to ensure a seamless, high-quality member experience across all locations.

What You'll Do

• Lead and manage daily member service center operations, including workflow and service levels
• Coach, mentor, and develop team members through regular feedback and performance management
• Monitor key performance metrics (service levels, satisfaction, resolution times) and drive improvements
• Handle escalated member concerns with professionalism and care
• Collaborate with internal teams to resolve issues and enhance processes
• Ensure compliance with policies, procedures, and regulatory requirements
• Support product and service promotion while helping the team meet performance goals
• Travel between branch locations (Fenton, South St Louis City, Hazelwood, Jennings, Ofallon, and Wentzville) to provide staffing support, coaching, and operational assistance as needed
• Coordinate schedules & deployment of team members to support branch needs when required

What You Bring Required Experience

• High school diploma or equivalent
• 3+ years of leadership experience in a service-focused environment
• Experience in financial services or a credit union
• Proficiency in contact center/member service systems, CRM platforms, and core banking systems.
• Strong understanding of customer service operations and performance metrics
• Excellent communication, coaching, and problem-solving skills
• Ability to thrive in a fast-paced, multi-channel service environment
• Advanced computer proficiency including Outlook, Word, Excel, operational platform systems, document scanning, and other systems as required
• Reliable transportation
• High level of professionalism, integrity, and commitment to confidentiality

Preferred Experience

• Bachelor's degree in business, communications, or related field preferred or equivalent combination of education and experience preferred
• Experience managing remote or hybrid teams preferred
• Experience with multi-channel communication environments (phone, digital, chat) preferred

Why You'll Love Working Here

• Purpose-driven culture centered on People Helping People
• Collaborative and supportive team environment
• Opportunities for professional growth and leadership development
• Meaningful work that impacts members and the community

Work Schedule & Environment

• Full-time, typically Monday-Friday with rotating Saturdays
• Occasional overtime as needed
• In-person role with ongoing multi-branch travel and support responsibilities

The above description is not all-inclusive, and the individual may perform other related business duties as assigned. It is intended to describe the general nature and level of work being performed. The Credit Union President reserves the right to revise or change the duties of this position at any time. The position may also be merged or eliminated as conditions warrant. This position description does not constitute a written or implied contract of employment. Alliance Credit Union is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Credit Union will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with Alliance Credit Union. To apply, or see other openings at Alliance (if any):

Compensation details: 0 Yearly Salary

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