Role OverviewThis is a hybrid role that requires some on-site work in our Indianapolis office, leading the performance, development, and operational effectiveness of the Member Engagement Team. The role ensures exceptional service delivery across phone, chat, and digital channels while strengthening fraud awareness, case management, and member remediation practices.
What You Will Do
Lead daily operations, manage case monitoring, queue management, and real-time prioritization of member interactions and escalations. Coach team members on complex member issues, serve as a liaison between the Member Engagement Team and Fraud partners, and provide leadership and guidance on complex member scenarios.
Why It Might Be a Fit
You will make a difference by fostering a culture of empathy, accountability, and service excellence, and help grow the business by managing staffing, scheduling, and workforce planning to support Service Level Agreements (SLAs).
Requirements
- 5+ years of financial institution experience
- Prior leadership or supervisory experience
- Strong knowledge of member service operations and fraud awareness
- Excellent communication, coaching, multi-tasking, and problem-solving skills
- Experience with reporting tools, scheduling, and case management systems
- Strong collaboration and communication skills
- Ability to leverage skills, knowledge, and experience to invest in our community
- Ability to foster an inclusive environment that promotes belonging
- A focus on respect and excellent service to both external and internal (team) members
- A proven record of accomplishment of integrity with a demonstrated ability to build trust
Benefits
- Additional bonus compensation
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