Description

The primary function of this position is to drive legendary experience for DFCU Members and achieve sales goals for the Member Resource Center. One of the primary means to achieve this is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. The individual in this role is responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. In addition, the MRC Manager guides MRC team members in providing legendary service to members in the areas of account transactions, loan applications, new accounts, and solving problems within established policies and guidelines. Ensures MRC staff is compliant with policies, procedures, and any other Credit Union requirements.

Essential Functions

• Ensure team delivers service, to both internal and external members, in alignment with the credit union’s Service Promises.
• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance. Establish plan for continuing education and development of each team member in alignment with the needs of their role and organizational initiatives.
• Meet with each employee monthly (or more as needed) to review previous month’s performance, set goals for upcoming month’s performance and develop plans to improve employee’s performance. Recognize employees who perform at a high level. Hold employees accountable for their performance, attitude and behavior.
• Perform monthly quality assurance monitoring of calls and review performance against standards with MRC team members to insure a legendary member experience. Responsible for the accuracy of information provided by team members and proper routing or direction of all inbound telephone calls.
• Proactively promote an internal culture focused on the experience and relationship building.
• Partners with department heads of each functional area to align service and performance with organizational goals and objectives and ensure seamless experience across functional areas. Actively and consistently collaborate to identify and implement simplified/efficient processes.
• Identify and implement targeted improvements to increase member/employee loyalty, retention and satisfaction.
• Champion of employee engagement with demonstrated ability to understand and address organizational transformation within designated areas of responsibility. Translates strategic and operating plans into meaningful direction of projects, goals, priorities and activities for all member experience areas.
• Focuses on team and self-development, leadership and management through training and ongoing communications including one-on-ones, branch sales meetings and observations designed to support individual and team success, achievement of goals and career progression. Recognize employees who perform at a high level. Holds all employees accountable for assigned goals and employee growth performance, attitude and behavior.
• Manage workflow and quality response to member inquiries received via online channels, including but not limited to opening new accounts, processing loan applications, and maintenance of member data and accounts.
• Oversee workload and coordination of inbound and outbound workflow for MRC team members, including ensuring adequate staffing levels and scheduling for efficient MRC operations.
• Complete and maintain daily, weekly, and monthly reporting and communicating accurate and timely key metrics to Chief Member Experience Officer.
• Ensure that the MRC meets sales and service goals as established by the Credit Union. Manage call center volume including hold time and abandon rate; drive loan generation and production in alignment with established goals; drive loan referrals; develop strategies for gaining efficiencies. Responsible for development and implementation of a sales/coaching plan to ensure satisfactory referral of products and services to credit union sales staff.
• Resolve escalated member inquiries, striving to provide solutions that exceed Member expectations; provide information to members about the credit union’s products and services as needed.
• Demonstrate enthusiastic support of corporate mission, core values and long term objectives.

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

Requirements

Job Specifications

Requires education equivalent to a four-year high school education, plus some additional post-secondary technical coursework.

At least four years of experience in credit union or financial service industry with prior loan / lending experience required; call center experience preferred. At least 2 years prior supervisory experience required.

Must be capable of performing in a fast paced office environment with proven ability to manage multiple tasks in a high volume, dynamic environment.

Professional, well-developed interpersonal skills essential for Member and team member interaction and projecting a positive image as representative of the Credit Union.

Work requires intermediate working knowledge of PC applications (Word, Excel, MS Outlook). Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 25 pounds.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.