WyHy Federal Credit Union · 1 week ago
Member Service Manager - Contact Center
Cheyenne, Cheyenne, WY, US
Full-time
Onsite
Senior Level
5+ years expWyHy Federal Credit Union is a Member-Owned Financial Cooperative dedicated to helping members achieve financial success. The Member Service Manager will lead and develop the Contact Center staff to provide exemplary service while managing operations, compliance, and member communication channels.
BankingCommunitiesFinancial Services
Responsibilities
Lead and direct Contact Center staff to ensure exemplary, consistent service to WyHy’s state-wide membership across all member communication channels
Develop, coach, and mentor Contact Center staff to achieve individual, team, and department-level production and service benchmarks
Ensure compliance with policies, procedures, laws, and regulations
Manage daily operations of the Contact Center, including staffing, workflow management, performance monitoring, and ongoing professional development of staff
Manage and oversee all member communication channels, including phone, email, instant messaging, online chat, text messaging, video banking, and Interactive Teller Machines (ITMs)
Identify, manage, and develop member contact point programs such as mobile and online banking, voice banking, text solutions, and digital self-service tools to enhance member experience
Manage overall Contact Center security, including member data protection and mitigation of internal and external threats
Facilitate positive conflict resolution and handle escalated member issues to ensure timely, professional, and satisfactory outcomes
Achieve Contact Center-level performance benchmarks in support of WyHy’s overall strategic goals and service standards
Manage Contact Center resources through effective budgeting, purchasing, and utilization of standard procurement practices
Proactively identify and ensure Contact Center staff have the tools, training, and resources necessary to meet service, quality, and productivity benchmarks
Ensure all Contact Center staff understand WyHy’s overall credit union objectives and how individual contributions directly impact the organization’s ability to serve its members
Maintain proficiency in all Contact Center staff functions to support operations and provide direct member service when needed
Interview, hire and train new employees
Manage and support Contact Center employees
Identify and proactively ensure that Contact Center staff have the tools necessary to achieve individual and department level service and production benchmarks
Develop, coach and counsel staff to achieve production, personal and professional goals and service benchmarks
Conduct performance evaluations that are timely and constructive
Qualification
Required
High School education
Five years or more experience in a retail financial environment of a credit union or financial institution or equivalent related experience
This position requires a perceptive person capable of relating to individuals at all levels
Knowledge of the credit union and competitor's products and services, pricing, delivery mechanisms, and marketing approaches
Professional, well-developed interpersonal skills, with excellent verbal and written communication skills
Excellent member service skills, attentiveness, information retention, tact and diplomacy in dealing with both members and employees
Excellent problem-solving skills
Excellent time management skills, with a proven ability to meet deadlines
Excellent organizational skills and attention to detail
Resiliency, with an ability to work in a fast-paced environment with a proven ability to multi-task
Strong math skills
Strong analytical and problem-solving skills; detail-oriented with a high degree of accuracy
Strong computer proficiency and experience with modern office software and equipment
Proficiency in all Microsoft Office suite programs
The ability to make sound decisions
Ability to maintain member confidentiality
Core operating hours of 7:45 AM to 5:15 PM Monday – Thursday (5:45 PM Friday), and Saturday from 8:45 AM to 12:15 PM
Travel and time spent outside normal business hours is required
Requirement to be bonded
Successful background check including personal credit report and criminal record
Preferred
Bachelor's Degree in Business or related field
Two years or more experience at a supervisory level
Benefits
Competitive pay and incentive program
Generous PTO
Health, dental, vision, life and disability insurance
Identity Theft Recovery Services
Gym membership allowance
Pet insurance allowance
Holiday pay, including paid birthdays and work anniversaries off
401K with a generous employer match
Company
WyHy Federal Credit Union
WyHy Federal Credit Union serves the financial and banking needs throughout the state of Wyoming.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Bill Willingham
President/CEO
Yvonne McGee
Chief Financial Officer
Recent News
2025-03-18
2025-03-11
2023-11-03
Company data provided by crunchbase