Job Details

Position Type: Full-Time
Work Environment: Hybrid
Location: Wackerly Branch, Midland, MI 48640, USA

Job Details

Are you a leader who thrives in developing and empowering a team through coaching and support? Do you find purpose in driving operational success and ensuring the overall performance and growth of the contact center? Would you find joy in a fast-paced, member-focused environment? Members First Credit Union is seeking a Contact Center Leader I in Midland, MI with 3–5 years of experience. Apply today and join us in our mission to encourage a better tomorrow!

We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

Position: Contact Center Leader I

Employment Status: Grade 11 / Exempt
Reports to: Vice President Channel Delivery

Position Overview

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy—fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• Foster a positive working environment through coaching and support

• Research, implement, and plan strategic development for the department

• Evaluate, recommend, and implement contact center solutions

• Monitor call volume, call quality, and develop additional performance metrics

• Ensure excellent internal and external member service

• Manage daily operations and supervise the contact center team

• Participate in project-based work using basic project management principles

• Prepare reports and track performance metrics

• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation within one year

Duties and Responsibilities

• Create and deliver Contact Center scorecards and present findings to management

• Use data tools (ARCU, Synapsys, Integrator, etc.) to monitor and improve performance

• Guide strategic development of the Contact Center

• Maintain awareness of financial technology and member market segments

• Develop and review department policies and procedures

• Support budget forecasting, expenditure tracking, and variance analysis

• Provide leadership and support to the Assistant Contact Center Manager

• Educate the team on strategic plans and department goals

• Monitor and evaluate call quality

• Coach staff on sales skills and member engagement

• Recommend and implement process improvements

• Manage vendor relations and ensure data and system security

• Work with IT to align technology with department strategy

• Ensure readiness for new products, regulations, and system changes

• Maintain compliance with internal and regulatory standards

• Handle member account issues with professionalism and confidentiality

General Sales Expectations

• Coach the team using effective sales strategies and leadership skills

• Support team members in offering helpful products and services

• Strengthen member relationships

Community Relations

• Participate in at least 4 community events annually with the department

• Represent the credit union in local organizations and community groups

• Be a visible presence in the community and attend events as assigned

• Attend training and educational events as necessary

Qualifications and Expectations

• Ability to work independently and lead with influence

• Foster a culture of enablement and accountability

• Strong organizational and time-management skills

• Clear verbal and written communication

• Excellent knowledge of credit union products, services, and compliance

• Must maintain confidentiality

• Strong interpersonal and motivational skills

• Handle multiple projects simultaneously

• Demonstrate professionalism and good judgment

• Ability to work overtime, travel, and attend meetings/seminars

• Courtesy, tact, and diplomacy required in daily interactions

• Apply and maintain financial counseling skills learned through FiCEP

Physical Requirements

• Ability to lift and transport up to 25 pounds

• Ability to remain seated for 2–4 hours at a time

Work Environment

• Maintain a tidy and organized workspace

• Routinely clean and sanitize surfaces and equipment

• Secure sensitive member and staff information when unattended

Education and Experience

• Minimum of 3–5 years of related experience

• High school diploma or equivalent required

• Proficiency in Microsoft Word, Excel, and Outlook

Qualifications

Education

• Required: High School or better

Experience

• Required: 3–5 years of similar or related experience

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or otherwise discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees with access to compensation information as part of their job function may not disclose it unless legally required. 41 CFR 60-1.35(c)