Member Solutions Center Manager

POSITION DESCRIPTION

Position Title: Member Solutions Center Manager Department: Management

SALARY GRADE: Exempt

REPORTING RELATIONSHIPS

Position Reports To: CFO

Positions Supervised: Member Solutions Reps

POSITION PURPOSE

Responsible for the daily operations of the Solutions Center, which includes both the inbound and outbound call groups. Responsible for meeting service level goals, training of staff, and reviewing analytics in Zoom platform to provide best service for members. In addition, reviews department policies and procedures in order to promote workforce, service, and operational excellence.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Responsible for meeting Member Solutions Center's service and sales goals.

2. Facilitate process improvement meetings for Member Solution Reps.

3. Utilizes process improvement tools to identify and eliminate friction points.

4. Responsible for the performance of the Solutions Center which includes the member experience, loan and account service requests via telephone and online delivery channels.

5. Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules.

6. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.

7. Manages the daily operations of the Solutions Center.

8. Runs reports as needed, uses data to make recommendations for improved processes.

9. Use problem solving abilities to create solutions for our members and the organization.

10. Ensures cross-sales opportunities are maximized.

11. Reviews call logs and coaches to performance.

12. Tracks and reports statistical trends and recommends and implements ways to improve productivity and service levels.

13. Prepares and manages the planning and accounting budget for the department.

14. Prepares reports for management as required.

15. Ensures that internal control procedures are followed.

16. Manages other projects and duties as assigned.

17. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

QUALIFICATIONS

Education/Certification: High School diploma or GED

Required Knowledge: 3-5 years of previous lending and member services experience.

Past work experience as a manager preferred.

Familiarity with computers and software programs such as Microsoft Office Suites and Zoom Platforms.

Excellent communication and interpersonal skills

Member satisfaction orientation and cross sale competencies

Ability to work in a goal orientated environment.

Experience Required: Credit union or banking experience preferred. Two years’ management experience preferred.

Skills/Abilities: Strong communication, problem solving and multitasking skills.

Good project management abilities.

Well organized, and able to meet deadlines.

Able to operate related computer applications and business equipment.

Be nimble to constant change in rules and regulations.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

• Able to sit/stand/walk as job requires.
• Exert up to 10 lbs of force occasionally with the ability to lift 50 lbs.
• Able to converse with members confidently, adequately, and accurately.
• Regular and reliable job attendance and punctuality.

WORKING CONDITIONS

None: No hazardous or significantly unpleasant conditions (such as in a office).

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.

Able to interpret a variety of technical instructions and can deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit, and loss; commission markup and selling price; and ratio, proportion, and percentage.

Able to perform very simple algebra.

Language Ability: Ability to read a variety of books, magazines, instruction manuals, atlases, and encyclopedias.

Ability to prepare memos, reports, and essays using proper punctuation, spelling, and grammar.

Ability to communicate distinctly with appropriate pauses and emphasis, correct pronunciation (or sign equivalent), and variation in word order using present, perfect, and future tenses.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Filer Credit Union is an Equal Opportunity Employer. In accordance with the Americans with Disabilities Act, reasonable accommodations are available for qualified individuals with disabilities in the application and hiring process, as well as for the job itself. However, no accommodations will be made which will pose serious health or safety risk to the employee or others or which impose undue hardship on the organization. Please contact Karen Davison-Human Resources at kdavison@filercu.com or 231-794-2789 to discuss your needs.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

KG 2-20-26

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Work Location: In person