Member Service Center Experience Manager

Community Trust Bank

. Enhance and optimize the member experience across phone, chat, secure messaging, self-service, and other digital service channels .

Posted 10/31/2026full-timeCharlottesville • Virginia • United StatesMid-LevelSenior💰 $80,000 - $93,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in enhancing member experience through effective management of contact center technology platforms and digital service channels. Skilled in data analysis, process improvement, and cross-departmental collaboration to drive operational excellence and member satisfaction.

Highest-signal resume keywords

Contact Center Technology ManagementData Analysis and ReportingProcess Improvement InitiativesQuality Assurance ProgramsCross-Departmental Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProcess ImprovementQuality AssuranceOperational Performance ImprovementProject CoordinationSystem EnhancementsDigital Service ChannelsReporting and AnalyticsAutomation TechnologiesWorkforce Management

Soft Skills

Analytical SkillsOrganizational SkillsProblem-Solving SkillsAttention to DetailCollaboration Skills

Tools & Technologies

Five9Cloud-Based Contact Center PlatformsSelf-Service TechnologiesArtificial IntelligenceSecure Messaging

Industry Keywords

Financial InstitutionCustomer Service OperationMember Service EnvironmentCredit UnionBankingFinancial Services

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Enhance and optimize the member experience across phone, chat, secure messaging, self-service, and other digital service channels
Oversee contact center technology platforms, including system enhancements, workflow optimization, reporting, testing, and implementation activities
Evaluate member interactions, service trends, and feedback to identify opportunities for improved service delivery and digital adoption
Manage service quality programs, including quality standards, interaction reviews, coaching insights, and continuous improvement recommendations
Oversee digital communication channels to ensure timely, accurate, professional, and member-focused service
Develop and maintain operational and member experience reporting, translating data into actionable recommendations and business improvements
Identify and implement process improvement and automation opportunities that enhance efficiency while maintaining a high-quality member experience
Partner with Information Technology, Operations, Compliance, Training, Marketing, and other departments on projects impacting member service delivery
Support employee development, training initiatives, and adoption of new tools, processes, and technologies
Keep leadership informed of emerging trends, operational opportunities, and service-related concerns

Requirements

What you’ll need

Three to five years of progressive experience in a financial institution, contact center, customer service operation, or member service environment
Bachelor's degree in Business, Finance, Communications, Technology, or a related field, or an equivalent combination of education and relevant experience
Prior leadership, supervisory, project lead, or functional lead experience preferred
Experience with contact center platforms, digital service channels, quality assurance programs, reporting, analytics, or process improvement initiatives
Ability to analyze data, identify trends, and develop practical recommendations that improve operational performance and member experience
Experience coordinating projects, system enhancements, operational improvements, or technology implementations
Strong written, verbal, analytical, organizational, and problem-solving skills
Ability to manage multiple priorities while maintaining exceptional attention to detail and service quality
Proven ability to collaborate effectively across departments and influence positive outcomes
Experience with Five9 or a comparable cloud-based contact center platform preferred
Credit union, banking, or other financial services experience preferred
Experience with chat, secure messaging, artificial intelligence, automation, self-service technologies, or workforce management practices preferred

Benefits

Comp & perks

Health insurance
Dental insurance
Vision insurance
Up to a 7% employer 401(k) contribution after the first year of employment
Life Insurance
Long-Term Disability
Health & Wellness Spending Account
Tuition Reimbursement
Employee Loan Discounts
Paid Time Off starting with 16 days accrual at full time annually
13 company paid holidays
Family Forming Leave
Volunteer Time Off
Hybrid work arrangement