Head of Member Service Center

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Middletown, RI, US

3 days ago Requisition

You Belong Here

People’s Credit Union is built on the belief that members and employees should feel a sense of belonging. Based on our Core Values, we created that feeling by design to offer you a genuine sense of community where you are supported personally and professionally.

If you work here, you belong here.

Your Values Align With Ours

We hire employees whose core values match our own. We can train for competency, but if you’re also genuine, trustworthy, earnest, empathetic, and resourceful, we want you on our team.

Here, hierarchy doesn’t drive impact - all voices are sought out, heard, and respected. We are listeners, then doers.

Independent work is expected, but collaboration with compassionate accountability makes us all stronger. Working together, we all learn and grow.

Your Future Is Bright

We recognize that careers are not always straight lines. Professional development is a shared responsibility. We are committed to providing opportunities and resources to help you navigate your career paths and achieve your goals. Let's work together to foster growth and development in our organization.

What You’ll Gain

Growth and Development

• Emerging Leaders program designed for high potential employees
• Proven career mobility:
  • 21 program participants promoted or transferred (14 into leadership roles)
  • 16 overall promotions in calendar year 2025
  • 9 Transfers for advancement in calendar year 2025

Benefits That Support You

• Medical, dental (BCBSRI), and vision (VSP) coverage
• 401(k) and Roth options with a competitive employer match
• Performance based incentive (target 4% of salary)
• Employee discounts on loan products

Time & Flexibility

• Paid day off for annual primary care visit
• 100% Employee participation in community service in 2025

Culture & Connection

• Highly engaged workforce – 94% participation in most recent engagement survey
• Open-door, “ask anything” culture
• Employee events and team connection opportunities

The Head of Member Service Center requires strong leadership skills, strategic thinking, and a passion for developing a high performing team. The Head of Member Service Center is responsible for the successful operation, leadership, and daily oversight of the Member Service Center. This position will also be responsible for the implementation and utilization of new technology, and continuing to enhance the Member Service Center’s ability to serve our membership.

Member Service Center Operations

• Responsible for leading and directing the Member Service Center team and MSC Team Lead to provide extraordinary service to our members in the areas of account transactions, including loans and deposits, member inquiries, wire processing, digital banking, and problem solving within established policies and procedures of the credit union.
• Comprehensive understanding of the following applications: phone system, core system, digital banking, bill pay, debit card management, online account opening, wire origination, and dispute system. Understanding Glia or other digital call center systems is a plus.
• Analyzes Member Service Center efficiency and identifies ways to increase productivity within the MSC and efficiencies for the organization.
• Oversees the maintenance and improvement of Member Service Center operations by monitoring team performance to ensure service goals are achieved.
• Works with Member Service Center Lead to create departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service…