Manager, Member Solutions Center

The Opportunity

Join our team as the Manager, Member Solutions Center, where you'll play a critical role in shaping the member experience while leading a high-performing contact center team. In this leadership position, you'll bring our credit union's mission to life through a balance of operational excellence, people leadership, and strategic thinking.

As the leader of a dynamic service organization, you'll oversee daily contact center operations, coach and develop future leaders, resolve complex member challenges, and use data-driven insights to continuously improve performance. You'll partner across the organization to strengthen service delivery, support strategic initiatives, and help ensure our Member Solutions Center remains a trusted, accessible, and results-driven resource for our members.

Through coaching, collaboration, innovation, and accountability, you'll help create an exceptional experience for both members and employees while contributing to the long-term success of the credit union.

Location - East Hartford, CT Hybrid

Hours - Fulltime

Compensation - $78,000-$90,000 (depending on experience, educations, aptitude & equity)

You Are

A Member-Centric Leader

You are passionate about delivering exceptional member experiences and creating an environment where employees thrive. You lead with empathy, accountability, and a commitment to service excellence, ensuring members receive timely, accurate, and personalized support. You are comfortable navigating complex situations and serving as a trusted resource for both members and employees when challenges arise.

A Data-Driven Problem Solver

You use metrics, trends, and operational insights to make informed decisions and improve performance. You monitor service levels, staffing, workflow, and performance indicators to ensure operational effectiveness while identifying opportunities for continuous improvement. You embrace change and confidently lead teams through evolving business needs, technologies, and processes.

An Influential Coach & Strategic Partner

You lead with authenticity, transparency, and collaboration. Through coaching, mentorship, and constructive feedback, you help employees grow professionally and achieve results. You build future leaders, strengthen team performance, and partner effectively across departments to support organizational goals and strategic initiatives.

Key Responsibilities

1. Operations & Member Experience Excellence
   • Ensure members receive timely, accurate, and empathetic service across all channels.
   • Serve as a primary escalation point for complex or sensitive member issues, making sound decisions within delegated authority.
   • Monitor daily contact center operations, including service levels, staffing, adherence, and workflow.
   • Adjust schedules, assignments, and priorities to meet or exceed service level agreements (SLAs).
   • Uphold quality, compliance, and risk standards in all member interactions.

1. Strategy, Performance, and Continuous Improvement
   • Analyze reports and performance data to identify trends, risks, and improvement opportunities.
   • Contribute to contact center goals and strategic initiatives that improve service and efficiency.
   • Participate in projects, pilots, and process improvements that enhance the member experience.
   • Provide frontline insight on policies, procedures, systems, and tools.
   • Support the adoption of new processes, technologies, and service delivery methods.

1. Coaching, Development, and Culture Leadership
   • Lead a positive, inclusive, and accountable team culture aligned with credit union values.
   • Provide ongoing coaching, feedback, and performance management to support individual and team success.
   • Recognize strong performance and address performance concerns promptly and constructively.
   • Serve as a subject matter expert, reinforcing training and best practices through real-time support.
   • Mentor team members and support skill development, career growth, and succession readiness.

Managerial Responsibilities:

The MSC Manager is responsible for leading and overseeing the day-to-day operations of the Member Solution Center, ensuring operational excellence, exceptional member service, and achievement of departmental goals. This role is accountable not only for team performance and service delivery metrics, but also for the overall member experience. The Call Center Manager provides leadership, coaching, training, and development support to supervisors, peers, and team members, fostering a culture of accountability, collaboration, and continuous improvement.

The Manager must demonstrate the ability to operate effectively in high-pressure environments requiring rapid, defensible decision-making while maintaining composure and clarity of judgement.

Education and/or Experience:

This role requires subject matter expertise in customer or financial services leadership, strategic planning, and team development. While this level of expertise will generally be attained with a minimum of 5 years in a management role (banking and/or call center preferred) and ahigh school diploma or equivalent, priority will be placed on demonstrated ability to meet the qualifications regardless of the specific duration of experience. We recognize that individuals acquire leadership capabilities through a variety of paths and experiences.

Opportunities for Growth

At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you're building new skills or exploring new paths, you'll be supported every step of the way, because when you grow, we all rise together.