Reference #: 0cfca22a-c9ea-45bd-b31f-11fb2cc01150Description

　　Welcome! You made it to the job description page!At Members 1st, we look for individuals who will show up as their whole self because we value diversity, inclusion, and belonging, as well as people who believe in the philosophy of, WE>me. To be sure you align with our company mission, vision, values and culture reference the information below.Company Culture is at Our CoreIf there is one concept, we want you to understand about us, it is this. WE. It is a simple little word but means everything here. We think as one. One faM1ly. One community. One place where everyone belongs. Everything we do is in the best interest of all of us.What WE BelieveOur Missions: WE serve our members, associates, and communities through support, empowerment, and meaningful relationships.Our Vision: WE are growing our faM1ly by delivering everything they need to live well financially, through all life's moments and milestones.Our Values: WE deliver unparalleled experiences through a culture of WE. WE > me. WE are servant leaders- at work and in the communities we serve. WE are financially safe and sound stewards of members dollars. WE are faM1ly.Company Perks: Quick ReferenceCompetitive compensation with career growth opportunities, job security, annual increases and bonus potentialNationally recognized 401K with up to 10% company match that helps you prepare for your futureA multitude of benefits and incentives to stay mentally and physically healthyAssociate Tuition Assistance - WE may help cover the cost for your continuing education courses or degreeAffordable cost sharing arrangement for three different medical plans, dental plan and vision plan11 paid holidays and plenty of paid time off for life, vacations, staycations, and restWE commit to providing a healthy work/life balance - to support all the other parts of life that are important to youWE cover visits to our confidential Employee Assistant Program for many difficult situations that life may throw your wayWith faM1ly always in our forefront, we offer Paid Parental Leave (for both mothers and fathers) to help support your time off to bond with your new childMake an impact through volunteering with one of our local charities or enjoy networking with our members at a local community eventWE provide a strong commitment to our associates with our dedication to providing professional development, leadership training & coaching opportunitiesOpportunities to plan events, enhance recognition programs, network, and connect with other associates (both virtually and in-person) by joining or leading one of our four established Associate Resources Groups (ARGs)Women in LeadershipDiversity, Inclusion and BelongingCare ConnectionsPEER (Peer Experience, Engagement and Recognition)Mandatory fun? Yes, please. Enjoy team building, special events, and our faM1ly atmosphereJoin a company that grows with you - personally and professionally.The Customer Service Engagement Manager is responsible for overall achievement and delivery of the Customer Service objectives of the credit union with an emphasis on unparalleled experiences for both members and associates. The Customer Service Engagement Manager is responsible for the operations success of the Customer Service supervisors and their teams of associates along with daily operations which includes but is not limited to:* Lead efforts to deliver on service level, member satisfaction, associate engagement and operational efficiency goals.* Responsible for onboarding welcome calls, consultative sales and resulting revenue, connection rates and sales.* Leading a consultative sales culture with members and staff by influencing, educating and connecting inbound associates, partners, and members to technology.* Support various Contact Center interaction areas as needed.* Monitoring supervisor and associate attendance, schedules and punct ality to ensure resources are in place when scheduled and needed for effective contact center operations.* Responsible for the highest level of associate engagement possible.* Assist in the expansion and evolution of digital channels and capabilities to support member engagement and build/deliver targeted sales and cross-sell strategies based on data and insights across all channels* Assisting in the selection of qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics* Answering interactions and handling other work when volumes dictate.* Assisting associates with account specific inquiries and escalated member concerns.* Ensuring successful consultative sales performance by each supervisor team by influencing, educating and monitoring associate performance.EDUCATION:General and business knowledge equivalent to a bachelor's degreeEXPERIENCE:3-5 years of related experience3-5 years of leadership/management experienceSKILLS* Excellent communication and interpersonal skills* Attention to detail and accuracy* Thorough knowledge of credit union products, services, policies and procedures* Strong ability to successfully recognize and offer sales opportunities* Strong ability to coach and advance individuals* Advanced analytical and problem-solving skills* Familiarity with PCs and applicable softwareCOMPETENCIES* Effective knowledge* Accountability and self-management* Teamwork and leadership* Communication* Innovation and problem-solvingWORKING CONDITIONS/PHYSICAL DEMANDS* Ability to communicate effectively in English, both orally and in writing* Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading* Ability to sit for extended time periods* Sufficient manual skill for operation of PC keyboard and other standard office equipment* Ability to travel, including occasional overnight travel* Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects#LI-DS1

　　The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

　　Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities