Member Care Manager

Member Care Manager

Full Time Management Dothan, AL, US

Salary Range: $86,357.00 To $96,357.00 Annually

Leads the Member Care Center as a modern contact center operation focused on resolving immediate member needs, anticipating unstated needs, and delivering consistent service, sales, productivity, quality, and digital engagement results. Assists in the development of strategic business plans and executes on those plans. Recommends staffing strategies, technology enhancements, operating models, and service standards aligned with member demand, organizational growth, risk expectations, and the overall Credit Union strategy.

Honors the Five Star Service Standards pledge by providing professional service externally to members and internally to the entire Five Star team. Provides leadership over high-volume phone and digital interactions, member issue resolution, performance management, compliance controls, reporting, continuous improvement, and team development within the Member Care Center.

• Assumes responsibility for the effective and efficient performance of Member Care Center operations.
• Ensures members are promptly and professionally served by hiring, coaching, and training personnel to maintain high member service standards.
• Ensures established policies, procedures, risk controls, and member protection standards are consistently followed in daily workflows by monitoring and improving telephone handling, digital messaging response, authentication practices, and escalation procedures.
• Maintains overall accountability for Member Care Center compliance with Credit Union policies, legal and regulatory requirements, fraud prevention expectations, privacy standards, and documented operating controls.
• Supervises and assists with member service functions. Supports needs-based recommendations and appropriate Credit Union product and service solutions.
• Recommends appropriate staffing levels based on scheduling, forecasting, capacity management, and daily workflow to balance service levels, cost, employee experience, and member demand across phone and digital channels.
• Owns member experience and operational performance metrics, including service level, hold time, abandonment rate, call volume, digital interaction volume, quality, accuracy, resolution effectiveness, and other quantitative and qualitative measures; analyzes trends and implements actionable improvements.
• Conducts effective resource planning to maximize productivity and scalability of people, technology, operating hours, hybrid or remote work strategies, and digital service capabilities.
• Researches, recommends, and supports implementation of contact center technology, digital tools, self-service solutions, and AI-enabled capabilities that improve service levels, member outcomes, productivity, and operational insight.

• Maintains a strong focus on the member experience and ensures team decisions, priorities, and daily actions are member-centric, balancing operational efficiency with high service quality.
• Provides strong leadership during change or transitions by clearly communicating strategy, setting measurable goals and objectives, building alignment, and sustaining team engagement during operational, technology, and service model transformation.
• Continually identifies improvement opportunities by analyzing performance data, member feedback, call and digital interaction trends, staffing effectiveness, and process gaps; recommends actionable changes to strengthen service, efficiency, and member outcomes.
• Achieves established sales and service goals.
• Responsible for training, coaching, and supervising the Member Care Center team to ensure high-quality work, operational efficiency, strong member advocacy, compliance discipline, and consistent execution of service standards. Determines work methods and workflow through assigning, directing, coordinating, and reviewing tasks.
• Conducts regular meetings and huddles with the Member Care Center team to inform, motivate, train, reinforce priorities, review performance trends, communicate change, and address areas needing improvement or procedural updates.
• Serves as the first point of contact to resolve issues or complaints that arise in the Member Care Center.
• Ensures team members work efficiently with effectiveness and optimization of work flows to maintain a well-functioning, engaged, and cohesive team. Determines appropriate staffing levels, schedules, and coverage strategies to support service levels, employee experience, and responsible resource utilization.
• Tracks individual progress, provides timely coaching, and conducts performance appraisals on each employee at least annually. Evaluates performance using clear standards and key metrics, including quality, accuracy, service level, call-waiting time, productivity, resolution effectiveness, digital interaction handling, and…