Director, Member Sales and Service Center
Apply NowCompany: American Eagle Financial Credit Union Incorporated
Location: East Hartford, CT 06118
Description:
At American Eagle Financial Credit Union, we're not just offering you a job; we're inviting you to join a team who plays a role in enriching the lives of our members and communities to create a world where financial freedom is a reality. Our team is comprised of diverse individuals with unique talents and perspectives.
We emphasize our culture above all else through an inclusive work environment where everyone feels valued, respected and empowered to bring their authentic selves to work. We prioritize the wellbeing of our team members by emphasizing psychological safety and fostering an environment where everyone is empowered as a leader. This ethos is evident in various avenues, including individual teams and specialized groups like our employee-led wellness committee, DEIB council, and One-Team Resource Groups.
In addition, our total rewards package encompasses -
If you're seeking a fulfilling career where you can make a real impact as ONETEAM, then AEFCU is the place for you! Can't wait for you to join us!
The Opportunity
As the Director of the Member Sales and Service Center, you will play a pivotal role in driving team engagement, member satisfaction, and operational efficiency. You will lead a high-performing team, leveraging data-driven strategies to deliver personalized member experiences and optimize resources. This is your chance to create an environment where both team members and members thrive, ensuring that we continue to evolve and provide exceptional service in an ever-changing landscape.
You are
Collaborative and Strategic
You are a natural collaborator, able to forge strong partnerships across business lines to enhance service delivery. You balance strategic leadership with hands-on support, aligning team goals with broader business objectives. Whether it's through leveraging technology or optimizing workforce planning, you always ensure that collaboration and teamwork are central to achieving success. Your ability to adapt to evolving industry trends and integrate new technologies ensures the team remains agile and high-performing.
Impact Driven
You are deeply committed to team engagement and member satisfaction, recognizing how these elements directly drive business growth and operational success. You view leadership as a continual process of empowering individuals and fostering a culture where both team members and members feel valued. By focusing on data-driven decision-making and team development, you understand that success isn't just about meeting metrics, but about the long-term growth and satisfaction of both team members and members.
Operationally Savvy
You possess strong operational expertise and have the ability to translate insights into action. With a clear vision of the big picture, you are adept at evaluating performance metrics, optimizing staffing models, and driving process improvements. You are continuously looking for opportunities to enhance service delivery and operational efficiency, ensuring the team has the tools and resources needed to succeed.
Able to Execute
Your functional expertise is backed by a proven track record of driving improvements. You have the ability to implement strategic initiatives while maintaining a focus on day-to-day execution. Whether you're leading the adoption of new technologies or analyzing performance data, you take a methodical, data-driven approach to ensure both short-term success and long-term sustainability. You're proactive in adjusting strategies based on feedback and insights, ensuring your efforts have maximum impact.
Role-Specific Contributions:
This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Team Member Engagement Member Satisfaction Operations and Technology Strategy
Managerial Responsibilities:
Directly supervises team leaders within the MSSC, providing guidance and support to ensure effective team performance and continuous development. Coaches, mentors, and empowers team members, fostering a growth mindset and creating an environment where team members feel valued, supported, and motivated to perform at their best. Leads by example, fostering a culture of transparency, trust, and collaboration within the team, encouraging open communication and feedback.
Education and/or Experience:
This role requires Subject Matter Expertise and the ability to provide mentorship, leadership and training to other team members. While this level of expertise will generally be attained with a minimum of five-seven years in a previous leadership role in a call center, branch or customer service environment; priority will be placed upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.
Certificates, Licenses and Registrations (if applicable):
N/A
AEFCU is an Equal Opportunity Employer Veterans/Disabled
We emphasize our culture above all else through an inclusive work environment where everyone feels valued, respected and empowered to bring their authentic selves to work. We prioritize the wellbeing of our team members by emphasizing psychological safety and fostering an environment where everyone is empowered as a leader. This ethos is evident in various avenues, including individual teams and specialized groups like our employee-led wellness committee, DEIB council, and One-Team Resource Groups.
In addition, our total rewards package encompasses -
- Competitive compensation packages that reflect your skills and contributions
- Health Benefits (Medical, Dental & Vision)
- A Wellness component to help you stay healthy
- A 401(k) retirement plan with a match, plus another plan that doesn't need your contribution
- Time off to relax and recharge
- Financial support for continuous learning
- Individual Development Plans to help you grow in your career
- The opportunity to become involved in community outreach
- Be You at AEFCU through our unique dress code guidelines
- Recognize and be recognized by team members across the organization through various avenues
- Elevate your performance with our tailored incentive plans
If you're seeking a fulfilling career where you can make a real impact as ONETEAM, then AEFCU is the place for you! Can't wait for you to join us!
The Opportunity
As the Director of the Member Sales and Service Center, you will play a pivotal role in driving team engagement, member satisfaction, and operational efficiency. You will lead a high-performing team, leveraging data-driven strategies to deliver personalized member experiences and optimize resources. This is your chance to create an environment where both team members and members thrive, ensuring that we continue to evolve and provide exceptional service in an ever-changing landscape.
You are
Collaborative and Strategic
You are a natural collaborator, able to forge strong partnerships across business lines to enhance service delivery. You balance strategic leadership with hands-on support, aligning team goals with broader business objectives. Whether it's through leveraging technology or optimizing workforce planning, you always ensure that collaboration and teamwork are central to achieving success. Your ability to adapt to evolving industry trends and integrate new technologies ensures the team remains agile and high-performing.
Impact Driven
You are deeply committed to team engagement and member satisfaction, recognizing how these elements directly drive business growth and operational success. You view leadership as a continual process of empowering individuals and fostering a culture where both team members and members feel valued. By focusing on data-driven decision-making and team development, you understand that success isn't just about meeting metrics, but about the long-term growth and satisfaction of both team members and members.
Operationally Savvy
You possess strong operational expertise and have the ability to translate insights into action. With a clear vision of the big picture, you are adept at evaluating performance metrics, optimizing staffing models, and driving process improvements. You are continuously looking for opportunities to enhance service delivery and operational efficiency, ensuring the team has the tools and resources needed to succeed.
Able to Execute
Your functional expertise is backed by a proven track record of driving improvements. You have the ability to implement strategic initiatives while maintaining a focus on day-to-day execution. Whether you're leading the adoption of new technologies or analyzing performance data, you take a methodical, data-driven approach to ensure both short-term success and long-term sustainability. You're proactive in adjusting strategies based on feedback and insights, ensuring your efforts have maximum impact.
Role-Specific Contributions:
This job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ensure comprehensive onboarding, continuous learning, and cross-training to empower team members with the knowledge and skills to serve members effectively
- Establish incentive programs, recognition initiatives, and engagement activities to boost morale and performance
- Implement structured coaching, career development plans, and mentorship opportunities to support team members' professional growth
- Regularly assess team sentiment through surveys and feedback loops, addressing concerns proactively to improve engagement
- Set high standards for responsiveness, accuracy, and personalized service to enhance member experience
- Monitor call center metrics (e.g., response time, resolution rate, call quality) and implement process improvements for efficiency and effectiveness
- Oversee seamless integration of phone, chat, email, and digital support channels to provide a consistent member experience
- Advocate for tools and technologies that improve service efficiency, such as AI-driven support, CRM enhancements, and knowledge management systems
- Analyze member feedback and complaints, using insights to enhance delivery and satisfaction
- Oversee and evaluate workforce planning strategies developed by the team, ensuring staffing models effectively balance workload demands, team members well-being, and business growth projections to optimize service delivery during peak times
- Leverage data and analytics to track and optimize staffing efficiency, service levels, and workforce productivity, making data-driven decisions to improve operational effectiveness
- Monitor and plan for long-term growth, including technology advancements, industry trends, and potential disruptions, ensuring the service model remains agile and high-performing
- Drive adoption of technology enhancements in phone systems and other tools, recommending upgrades and integrations to maximize efficiency, improve service quality, and support team productivity
Managerial Responsibilities:
Directly supervises team leaders within the MSSC, providing guidance and support to ensure effective team performance and continuous development. Coaches, mentors, and empowers team members, fostering a growth mindset and creating an environment where team members feel valued, supported, and motivated to perform at their best. Leads by example, fostering a culture of transparency, trust, and collaboration within the team, encouraging open communication and feedback.
Education and/or Experience:
This role requires Subject Matter Expertise and the ability to provide mentorship, leadership and training to other team members. While this level of expertise will generally be attained with a minimum of five-seven years in a previous leadership role in a call center, branch or customer service environment; priority will be placed upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.
Certificates, Licenses and Registrations (if applicable):
N/A
AEFCU is an Equal Opportunity Employer Veterans/Disabled