Member Care Manager

Member Care Manager

Reports to : Senior Director of Member Engagement and Virtual Delivery

Supervises : Senior Member Care Analyst, Workforce Management Analyst, Quality Assurance Administrators

Status : Exempt

Objective

The Member Care Manager implements and manages the Credit Union's systems for measuring, reporting, and utilizing member feedback to improve the quality of external and internal member service experiences. Within the context of KEMBA's Member Care Strategy, this person helps to support and drive excellence in the areas of member service, process, experience, Workforce Management, and Quality Assurance. This person also has responsibility for managing all aspects of the Credit Union's Member Complaints Process.

Duties and Responsibilities

Oversees the management of the Credit Union's system(s) for measuring and reporting on the quality of external and internal member service experiences

Oversees the analyzed results, identified trends, and communication of key findings to management

Oversees the member feedback and help support the transfer of information into meaningful, actionable information

Using member feedback in coordination with observation and / or research, manages the recommendations to management for service and process improvements

As directed, coordinates, or supports the implementation of recommended improvements in partnership with appropriate department leaders and associates

In coordination with the Credit Union's management team, develops and implements strategies to incorporate Member Care into all aspects of KEMBA's culture, ensuring service excellence remains a key focus for the entire organization

Oversees and manages key Member Care findings and best practices throughout the organization with goal of improving member service experiences

Manages the daily management of alert assignment within the NPS system to ensure members are followed up with in the designated timeframes in the program

Facilitates delivery of member feedback and / or complaints to appropriate management and follows-up to ensure feedback is responded to in an appropriate manner within specified time frame and standards

Responds to member feedback and complaints and personally follows-up with members and associates as needed

Supports the Senior Director of Member Engagement and Virtual Delivery in identifying and establishing key service metrics, benchmarks, and goals to evaluate the effectiveness of the Credit Union's Member Care Strategy; routinely reports results on service experiences, scores, and progress of related initiatives in a timely and accurate manner

Coordinates all monitoring and reporting related to the Member Complaints Process

Assists management in reviewing and establishing process, service standards, and training as needed

Provides support and input on initiatives related to the introduction or enhancement of Credit Union products, processes, services, or system solutions which impact member experience

As needed, audits, or observe existing processes, service, and member communications, ensuring quality control, consistency, and a focus on the member

Manages our Internal Service Survey Program (KEMBA Echo), including the delivery of data and action plans

Ensure the completion of daily, weekly, monthly, quarterly, and annual monitoring and reporting activities

Helps support the completion of Senior Management and Board Reports

Manages vendor partnerships, as necessary, for coordinating Member Care measurements and data reporting

Trains management and / or staff on how to use Member Care metric systems or software and how to interpret and act on feedback. Coordinates training to s