Manage day-to-day contact center and ITM operations, monitor service levels and agent productivity, support workforce management (scheduling/forecasting), oversee ITM performance and issue resolution, drive process improvements, coach staff, and collaborate with cross-functional teams to ensure exceptional member experiences across phone, chat, video, email, and digital channels.

Provide consultative member service via phone and digital channels, assist with account openings, deposits, consumer loans and credit cards, perform prudent credit analysis, collect required loan documentation, resolve member issues, coach staff, and ensure regulatory compliance and confidentiality.