Member Service Center Experience Manager

Description

At UVA Community Credit Union, we are dedicated to making a meaningful difference in the lives of our members and the communities we serve. Our mission, working together to strengthen the financial wellness of our members and local communities, guides everything we do. We foster an environment where every team member plays a vital role in building the financial wellness of those we serve. Our core values are Integrity, Service Excellence, Collaboration, and Gratitude. These values shape how we support our members, interact with one another, and drive the success of our shared purpose. If you’re passionate about making a positive impact and want to be part of a purpose-driven organization, we invite you to explore a career with us.

Member Service Center Experience Manager – FULL TIME – Charlottesville, VA

SUMMARY:

The Member Service Center Experience Manager is responsible for enhancing and optimizing the member experience across the Credit Union's contact center and digital service channels. This role leads efforts related to contact center technology, chat and secure messaging platforms, service quality programs, reporting and analytics, and process improvement initiatives.

A successful candidate will blend operational leadership, technology management, and member experience expertise to create seamless service experiences. This position works closely with Member Service Center leadership and cross-functional partners to improve service delivery, leverage technology solutions, drive efficiency, and ensure every member interaction reflects UVA Community Credit Union's commitment to service excellence.

DUTIES AND RESPONSIBILITIES:

• Leads initiatives to improve the member experience across phone, chat, secure messaging, self-service, and other digital service channels.
• Oversees contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation activities.
• Evaluates member interactions, service trends, and feedback to identify opportunities for improved service delivery and digital adoption.
• Manages service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations.
• Oversees digital communication channels to ensure timely, accurate, professional, and member-focused service.
• Develops and maintains operational and member experience reporting, translating data into actionable recommendations and business improvements.
• Identifies and implements process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience.
• Partners with Information Technology, Operations, Compliance, Training, Marketing, and other departments on projects impacting member service delivery.
• Supports employee development, training initiatives, and adoption of new tools, processes, and technologies.
• Keeps leadership informed of emerging trends, operational opportunities, and service-related concerns.

Requirements

QUALIFICATIONS:

• Three to five years of progressive experience in a financial institution, contact center, customer service operation, or member service environment.
• Bachelor's degree in Business, Finance, Communications, Technology, or a related field, or an equivalent combination of education and relevant experience.
• Prior leadership, supervisory, project lead, or functional lead experience preferred.
• Experience with contact center platforms, digital service channels, quality assurance programs, reporting, analytics, or process improvement initiatives.
• Demonstrated ability to analyze data, identify trends, and develop practical recommendations that improve operational performance and member experience.
• Experience coordinating projects, system enhancements, operational improvements, or technology implementations.
• Strong written, verbal, analytical, organizational, and problem-solving skills.
• Ability to manage multiple priorities while maintaining exceptional attention to detail and service quality.
• Proven ability to collaborate effectively across departments and influence positive outcomes.
• Experience with Five9 or a comparable cloud-based contact center platform preferred.
• Credit union, banking, or other financial services experience preferred.
• Experience with chat, secure messaging, artificial intelligence, automation, self-service technologies, or workforce management practices preferred.

WORK SCHEDULE:

This position is eligible for a hybrid work arrangement. Regular onsite attendance is expected Tuesday through Thursday, with additional onsite presence required for training, operational needs, or technology-related support.

BENEFITS:

We offer an attractive suite of benefits to employees who work an average of 20 hours per week or more, including: Health, Dental, Vision, up to a 7% employer 401(k) contribution after the first year of employment. Employees are eligible for Life Insurance, Long-Term Disability, Health & Wellness Spending Account, Tuition Reimbursement, and Employee Loan Discounts. Employees accrue Paid Time Off starting with 16 days accrual at full time annually, and 13 company paid holidays. Employees are also eligible for Family Forming Leave, and Volunteer Time Off.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at the University of Virginia Community Credit Union, where employment is based upon personal capabilities and qualifications without regard to race, color, gender, gender identity, religion, sexual orientation, pregnancy, childbirth, or a medical condition related to pregnancy or childbirth, national origin, citizenship, disability, age, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.