MEC Service Manager

Job Details

Corporate Office - Jacksonville, FL 32204
Full Time
Education Level: 4 Year Degree

Travel Percentage :
Up to 5% (training, meetings, etc.)
Job Shift: Monday - Saturday (Sat. rotates 9am-1pm)

• Provide day-to-day leadership and oversight of contact center operations, ensuring high-quality service across all channels.
• Establish and maintain service level goals (SLAs), response time standards, and member satisfaction benchmarks.
• Monitor member interactions (calls, chats, messages) for quality, accuracy, professionalism, and adherence to policy.
• Serve as an escalation point for complex member issues and ensure timely resolution with a focus on service recovery.
• Supervise, coach, and develop a team of Member Service Representatives.
• Create and maintain schedules to ensure adequate coverage during business hours, including peak periods and holidays.
• Conduct regular team meetings, performance reviews, and individual coaching sessions to foster engagement and professional growth.
• Identify skill gaps and coordinate training to ensure team readiness on products, systems, and service procedures.
• Utilize contact center technology to manage workflow and evaluate performance metrics (e.g., first call resolution, abandonment rate, average handle time).
• Support the implementation of new tools or enhancements to improve contact center operations and digital support capabilities.
• Partner with IT, Digital Banking, and Operations teams to ensure systems are functioning properly and securely.
• Identify opportunities to streamline workflows and reduce call and message volume through proactive solutions, automation, or self-service enhancements.
• Ensure adherence to all applicable policies, procedures, and regulatory requirements (e.g., BSA/AML, Reg E, UDAAP).
• Maintain detailed documentation and reporting for internal audits, performance analysis, and compliance reviews.
• Performs other duties as assigned.

• Minimum five (5) years of experience in a contact center environment, including two or more (2+) years in a supervisory or managerial capacity, preferably in a financial institution or credit union.

• A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree, or substantial job-specific skills gained through relevant work experience. Degree in Business, Communications, Finance, or related field preferred.

• Work involves extensive personal contact with others and is of a personal or sensitive nature.
• Motivating, influencing, and/or training others is key at this level.
• Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

• Strong understanding of banking or credit union products, services, and service regulations.
• Experience managing multi-channel support (phone, chat, secure messaging, etc.).
• Exceptional leadership, coaching, and interpersonal skills.
• Proficient in contact center platforms (e.g., Talk Desk, Eltropy preferred), consumer lending systems, and Microsoft Office Suite.
• Strong analytical and problem‑solving skills with attention to detail and a service-oriented mindset.
• Strong organizational, analytical, and problem‑solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast‑paced, service-focused environment.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; sit; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Must be able to perform job functions independently or with limited supervision and…