Member Solutions Center Assistant

JOB REQUIREMENTS: Member Solutions Center Assistant Manager ID 2026-6197 Location : City Wauwatosa Category Contact Center FTE 1 Schedule Monday-Friday 7am-6:30pm, Saturday 8am-4pm, Sunday morning to early afternoon & 6 weekend days per quarter. Salary Grade 9 Min USD $70,050.00/Yr. Mid USD $77,400.00/Yr. Overview The Member Solutions Center (MSC) Assistant Manager assists an MSC Manager in motivating the team to develop, expand and retain member relationships in support of world-class service experiences. This position creates energy and excitement among staff to maximize the remote member experience. This is a management development position for those that have potential and desire to eventually manage within the MSC or another department. This individual assumes responsibility for MSC operations and staff development under the direction of an MSC Manager II. This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy. Responsibilities Achieve Balanced Scorecard Results Achieve Manager Scorecard and Support Function Scorecard results, in support of the MSC Vision to deliver world-class member service through single point solutions. Manage MSC Operations and Quality Serve as highly visible Manager to a team of MSC Specialists delivering member service. Actively role model behaviors necessary for consistent service delivery to members across all channels for increased acceptance, brand awareness, and respect/reputation. Aspire to the MSC's vision of world-class service. Be highly visible to staff through regular communication. Provide backup support on MSC Resource lines as needed to support coverage. Partner with HR and MSC management to interview and select highly engaged employees. Support front-line staff by taking ownership of member service recovery opportunities, escalations, and tasks requiring management. Maintain trusting relationship with MSC management and leadership peers to deliver cohesive, consistent experiences for MSC staff and members. Maintain close partnership with internal MSC support function teams, especially QA & Training for seamless staff handoffs post-on-boarding. Regularly conduct quality assurance reviews of staff interactions with members, in accordance with the MSC QA Program, and coach staff to deliver world-class service. Assume responsibility for direct reporting staff possessing high awareness of MSC policies and procedures, and demonstrating appropriate use of systems (e.g., staff learning to search knowledge base instead of repeatedly calling Resource line, or resolving an issue while on a call with a member instead of a callback). Promote effective... For full info follow application link. UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/0016C1ABED494842