Position Type: Full-Time
Work Environment: Hybrid
Location: Wackerly Branch, Midland, MI 48640, USA (plus additional locations)
Job Details
Are you a leader who thrives in developing and empowering a team through coaching and support? Would you find purpose leading an innovative, tech-savvy Contact Center team? 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
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Foster a positive, empowering environment for team members through coaching and support.
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Plan and implement the strategic development of the department.
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Evaluate and implement contact center solutions that align with credit union goals.
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Monitor performance via call volume, quality, and departmental metrics.
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Supervise the daily operations and team of contact center agents.
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Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation within the first year of employment.
Duties and Responsibilities
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Deliver and present performance scorecards and strategic goal updates.
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Monitor systems including ARCU, Synapsys, Integrator, and vendor reports.
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Drive innovation in service delivery aligned with member and market needs.
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Develop and maintain policies and procedures for contact center operations.
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Assist in annual budgeting, cost analysis, and financial reporting.
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Provide leadership in staffing, scheduling, performance reviews, and disciplinary processes.
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Educate the team on the Strategic Plan and Contact Center objectives.
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Ensure quality assurance through regular review of member interactions.
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Collaborate with IT and Marketing to ensure cohesive strategy and communication.
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Integrate new technologies, services, and regulatory changes effectively.
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Partner with compliance/audit to ensure regulatory adherence.
Sales & Member Engagement
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Coach staff in effective relationship-building and sales skills.
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Guide members toward financial products that meet their needs.
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Ensure excellent service delivery, product knowledge, and onboarding support.
Community Involvement
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Participate in community events at least four times annually.
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Represent MFCU at business, chamber, and charitable functions.
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Maintain active involvement in local organizations and networking opportunities.
Qualifications and Expectations
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Demonstrated leadership in team empowerment and motivation.
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Effective project management and communication skills.
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Organized, goal-oriented, and results-driven.
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Strong knowledge of credit union products, services, and philosophy.
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Professionalism, adaptability, and discretion in sensitive matters.
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Willingness to work flexible hours, attend events, and travel as needed.
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Effectively apply financial counseling concepts gained through FiCEP certification.
Physical Requirements
Work Environment
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Maintain a neat, confidential, and secure work area.
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Routinely clean/disinfect shared equipment and surfaces.
Education and Experience
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Minimum high school diploma or equivalent required.
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3–5 years of related leadership experience.
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Proficient in Microsoft Word, Excel, and Outlook.
Qualifications
Education
Experience
Equal Opportunity Employer
Protected Veterans / Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, please review the Know Your Rights notice from the Department of Labor.
