Director, Member Service Center

The primary purpose of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community,” by delivering outstanding service to both internal and external members. The Director, Member Service Center is responsible, as assigned by the VP, Retail Delivery, for reviewing, planning, evaluating, and establishing the credit union’s contact center operations, member service strategies, and sales culture, ensuring product delivery and member service exceeds the credit union members’ expectations, and reviewing and making suggestions for improved products and services.

Community Credit Union of Florida is an Equal Opportunity Employer (EEO) that supports a drug-free workplace.

ESSENTIAL DUTIES

• Demonstrates enthusiastic support of corporate mission, core values, and long-term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards, and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.

• Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all meets all established service goals.

• Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities, and contributions of others, and conveys a willingness to assist and cooperate with others for the benefit of the organization.

• Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines.

• Manages direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including hiring, directing job assignments, setting performance expectations, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements, and organizational mission, values, service standards, policies, and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.

• Responsible for co-developing department financial and production goals, as well as service delivery performance goals and monitoring results, in accordance with the credit union’s strategic plan.

• Oversees contact center administration, sales, and operations and ensures strict adherence to policies and procedures that drive efficient operations and ensure regulatory compliance. Works with the VP of Member Experience to ensure the credit union is up to date with all policies and regulations pertaining to retail delivery, sales, and the call center.

• Provide leadership to contact center employees by creating, designing, and implementing metrics and accountability measures.

• Ensures the contact center is meeting objectives pertaining to quality, compliance, regulations, productivity, member service, and budget and project management.

• Utilizes market analysis and member surveys to provide input and direction on product development, contact center lending strategies, and relationship management.

• Develops strategies to increase and encourage, product penetration, and membership growth, as well as deepen relationships with existing members.

• Works closely with the Training function of the credit union to implement and enhance a sales and service program. Works with Human Resources to hire and retain retail banking staff.

• Actively mentor and coach direct reports. Ensures direct reports are granted proper authority and responsibility to carry out assigned functions.

• Represent the credit union at various functions and networking events throughout the community to develop member relationships. Supports the credit union’s efforts toward community involvement.

• Works with all departments in the credit union. Works with other department leaders to discuss and coordinate solutions to issues and problems regarding member service.

• Monitors performance to goals/budgets throughout the year with the credit union’s efficiency ratio in mind; establishes sales goals in conjunction with the executive team, and initiates actions to achieve goals. Develops and implements to achieve performance results within the strategy and mission of the credit union.

• Serves as a member of the Loan Review Committee.

• Maintains the smooth operation of the telephone systems and ensures that calls are coming in correctly and are being answered in a timely manner. Coordinates the changing of call queues, extensions, new extensions or phone lines, and maintenance of voicemail.

• Generates and analyzes monthly reports.

• Follows policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

• Performs other related duties as assigned.

The environment for this position is an open, non-confined office-type setting that is clean and comfortable where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, and drafts.

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 spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone, cellular telephone, copy and fax machines, calculator, film equipment, typewriter, computer terminal, personal computer, and related printers.

The incumbent in this position must be able to read documents or instruments, perform detailed work and problem solve; possess excellent member contact and verbal and written communication skills; have strong math and analytical reasoning skills; and the ability to effectively handle stress, multiple concurrent tasks, and constant interruptions.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Bachelor’s degree from a four-year college or university; or eight (8) to ten (10) years of related experience and/or training; or the equivalent combination of education and experience.

• Progressive management experience overseeing inbound contact center and five (5) to seven (7) years of consumer lending authority.

• May require working outside normal business hours representing the credit union at community functions, meetings, etc.

• Strong leadership, teamwork, and collaboration skills.

• Advanced knowledge of omni-channel delivery methods, retail delivery products, and services provided by the credit union.

• Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures. Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.

• Excellent organization and time management skills, with the ability to multi-task and the ability to work with no supervision while performing duties and be a strong team player.

• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.

• Intermediate skills in computer terminal and personal computer operation, including word processing, spreadsheet, and account-opening software programs. Advanced math skills to calculate interest and balance accounts, including, but not limited to the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

• Current Florida driver’s license and a vehicle with appropriate insurance coverage, if required to drive in the course of performing assigned duties and responsibilities. The ability to travel, including overnight, may be necessary.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.