Manager, Member Care Center

Join our Team and be a part of a movement that is fostering change and making a meaningful impact every day.

General Function

Play a vital role in optimizing team performance to enhance the member experience by managing the operations and staff of the Call Center and facilitating growth by ensuring that the staff provide exceptional service and support to our members by responding to inbound calls and performing outbound calls to resolve member issues, cross sell products and services and act as subject matter experts on all products and services of the Credit Union. This role will fully support the business plan, strategy and philosophy of the Credit Union by providing and promoting the highest level of service in accordance with MSCU’s standard.

Major Responsibilities

1. Embrace the movement to foster change and make a meaningful impact within the Community by exhibiting our corporate values of Integrity, Empowerment, Respect and Commitment in an effort to promote professional growth and prosperity within the organization and the neighborhoods that we serve.

2. Manage daily operation and staff of Call Center to expeditiously resolve member issues and concerns regarding the Credit Union’s portfolio of products and services.

3. Supervise, train, coach and evaluate department personnel in an effort to motivate them towards providing exceptional service and achievement of sales goals. (Includes hiring; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.)

4. Set standards of operation and methods to monitor success and productivity of the Call Center and its staff by monitoring and reviewing MSR’s cross-sell tracking logs to ensure accuracy, follow-up, and attainment of sales initiatives.

5. Prepare various management reports including incoming call reports, daily sales tracking and quality/compliance results.

6. Support the quality initiative to eliminate lag-time through continuous improvement in processes and cross departmental objectives.

7. Develop, implement and review Call Center policies and procedures.

8. Proactively support membership growth through referral generation.

9. Act as liaison with other departments to facilitate the expeditious resolution of complex member inquiries and/or issues.

10. Ensure Credit Union policies are administered in a fair and consistent manner.

11. Implement approved marketing programs; suggest enhancements and submit ideas for localized promotions.

12. Develop and deploy effective sales training programs to team members in support of business initiatives.

13. Consult with department managers to conduct needs assessments and develop new and/or modify existing training programs to support the needs of the organization, acting as project manager on critical training initiatives.

14. Assist in identifying, tracking, and documenting patterns and problems and recommending training solutions.

15. Responsible for Home Banking Messages sent via Webline or the REPLY box in addition to any other related eService product inquiries as necessary.

16. Manage and coordinate CISCO telephone System and any additional supporting software necessary for Call Center operations.

17. Provide branch and/or SEG staffing support as needed.

18. For the purpose of maintaining Credit Union goals, it is the responsibility of each employee to strive for the continuous quality improvement of processes and quality of service to internal and external customers.

19. Abide by all federal, state, and local laws including but not limited to: The Bank Secrecy Act, including the Office of Foreign Assets Control (OFAC) and Financial Crimes Enforcement Network (FinCEN); Uniform Commercial Code (UCC); Federal Reserve Bank; and National Credit Union Administration (NCUA).

NOTE: The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

Position Requirements:

1. A college degree in business or related field preferred.

2. A minimum of five years’ experience in lending or member services area of a credit union or financial institution.

3. A minimum of two years supervisory experience.

4. Developed written and verbal communication skills including ability to diffuse difficult situations and resolve problems effectively.

5. Ability to mentor, motivate and evaluate subordinates.

6. Understanding of contact center technology

7. Strong practical mathematical application skills.

8. Ability to create standard reports which communicate operational and performance metrics.

9. Ability to focus on details to ensure accuracy.

10. Knowledge of managerial techniques, principles of lending and collections, marketing and the credit union philosophy.

11. Proficient in general PC usage, and Microsoft Word and Excel.

Physical and Mental Abilities:

1. Sitting the majority of the time.

2. The ability to occasionally lift, push, pull or carry up to 10 pounds.

3. Occasional bending, squatting, twisting, climbing, reaching above, at or below shoulder level, and kneeling.

4. The ability to meet deadlines and maintain accuracy.

5. The ability to effectively interact with all personality types in stressful situations.

6. Excellent ability to communicate effectively

7. Occasional travel required

Company Benefits

• Medical, Dental, and Vision Insurance
• Life, Short Term and Long Term Disability Coverage
• Employee Assistance Program
• Health Savings Account – Company Contribution
• Generous PTO Package
• 10+ Paid Holidays
• Volunteer Time Off Day
• Mental Health PTO Day
• Annual Bonus Program
• 401K Company Contribution
• Employee Referral Program
• Tuition Reimbursement Program
• Employees’ Choice Awards
• Company Service Awards
• Scholarship Opportunity (for employee children/grandchildren)
• Banking Benefits