Member Care Manager at Alabama Credit Union – Tuscaloosa, Alabama

Leads and oversees the daily operations of the call center (Member Care) to ensure exceptional member service, operations efficiency, and regulatory compliance. This role focuses on developing staff, optimizing processes, and supporting the mission of providing high-quality, member-focused financial services through multiple communication channels.

This role will oversee the day-to-day operations of Member Care. This role is based in Tuscaloosa, AL.

Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (such as a call center management certification). Five plus years of call center or member service experience, with at least two years in a leadership role.

Experience: Three years to five years of similar or related experience. Credit union or financial institution experience strongly preferred. Strong knowledge of call center metrics, workforce management, and quality assurance practices.

General: Excellent oral and written communication skills; and the ability to comprehend and apply rules and guidelines appropriately within position. Member-focused mindset aligned with credit union values. Strong problem-solving, decision-making, and analytical abilities.

Leadership: Professional presentation and the ability to maintain productivity with little supervision is required. Self-motivation to complete job tasks to the best of personal ability; eagerness to learn new information in a fast-paced environment, and adaptability to apply new information as appropriate. Ability to manage multiple priorities in a fast-paced environment. Excellent leadership, coaching, and communication skills.

Technological: The use of a personal computer to include MS Word, Excel, and ability to use web and web-based applications; keyboarding 30 wpm. Proficient with call center systems and Customer Relationship Management (CRM) platforms.

Industry-Specific: Ability to alphabetize and sort in numerical order; attention to detail with good organizational and communication skills. The ability to change tasks quickly and efficiently, and manage multiple conflicting priorities, is key to this position.