Sr Manager Member Sales and Service Center

Description

General Summary (What is done and why)

The Sr. Manager Member Sales & Service Center provides leadership, daily supervision, and coaching to Member Sales and Service Center staff. Responsible for superior levels of member service, sales goal achievement and department efficiency. This position is responsible for the implementation of strategic initiatives to align with organizational values and industry trends, with the direction and support of MSC Director. This position is responsible for daily coaching and mentoring, problem resolution, process improvement and exercising sound judgment. Responsible for ongoing support of the sales and service culture to enhance the member experience. Responsible for oversight, development and management of MSC Assistant Managers & Sr. Service Queue MSA’s.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

• Responsible for ensuring team success of the Member Sales and Service Center sales goals, achieving superior member service through multiple channels and ensuring high performance standards by the coaching, development and management of the Assistant Managers and Service Queue Sr. MSA’s. Responsible for staff’s ability to ensure member satisfaction through regular coaching and development of assistant managers, improving sales performance, service skills, product knowledge and policy/procedure competencies. Time: 30%
• Responsible for all necessary daily functions as needed, included but not limited to monitoring agent availability, resolving member escalations, maintaining wait times and abandonment rates within SLA. Responsible for the coaching and development of Assistant Managers to ensure adequate support for the MSA team, participating in monthly 1:1’s & team meetings. Responsible for conducting on the job training and ensuring successful management and development of assistant managers, Service Queue Sr. MSA’s and their direct reports. Time: 30%
• Responsible for resolving escalated member calls and complex member problems and/or system issues while ensuring a high level of quality service and member satisfaction. Lead or actively participate in all MSC department initiatives and supporting cross department functions, goals & service. Time: 20%
• Lead or actively participate in MSC specific or enterprise-wide projects to improve processes and gain efficiencies. Responsible for MSC task delegation, assignment & completion including but not limited to MSC department work force management & quality management tools. Work jointly with other Credit Union Stakeholders to implement time and procedural efficiencies. Responsible for stretch assignments, participation on project teams, and other duties as assigned. Time:20%
  
  

Qualifications

Education (Minimum education required to perform the duties of this position)

• Bachelor’s degree in business, finance, or related field or two years of related work experience required.
  
  

Experience (Minimum experience required to perform the duties of this position)

In Addition To The Education Requirement

• 3-5 years of proven managerial experience or equivalent work experience desired.
• Prior Call Center leadership experience preferred.
• Prior financial institution experience preferred.
• NMLS registration required or willingness to obtain
  
  

Knowledge, Skills and Abilities (Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Excellent listening skills
• Excellent communication skills
• Excellent problem solving skills
• Leadership skills in team development
• Working knowledge of quality service components
• Ability and willingness to adapt to change
• Ability to maintain confidentiality
• Ability to develop and implement effective policies and procedures
  
  

Required Competencies

• Demonstrates Courage
• Drive for Results
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen
• Innovation Management
• Developing Direct Reports and Others
• Managing Through Systems
• Organizational Agility
• Building Effective Teams
• Problem Solving
  
  

Mental Requirements

• Ability to analyze and evaluate information
• Ability to use good judgment and make sound decisions quickly
• Ability to work and reason under pressure
• Ability to train and evaluate for results
• Ability to prioritize in a multi-task environment
• Ability to maintain a positive attitude and professional image
• Ability to interpret lending guidelines and regulations
• Demonstrated understanding of guidelines necessary to generate consumer loans
• Capable of creatively implementing new products and motivating staff
• Proven problem solving abilities
  
  

Tools and Equipment Used

• All available general office equipment as needed.
• All available computer software and hardware as needed.
  
  

Working Relationships/Contacts (Positions with which incumbent has frequent contact)

• Daily, personal/written/phone contact with Credit Union staff.
• Daily, personal/written/phone contact with Credit Union members.
• Daily, personal/written/phone contact with Corporate Office.
• As needed, personal/written/phone contact with other Credit Union managers.
  
  

Physical Demands (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed printouts and computer screen. Deadlines, workloads and pressure to achieve goals may cause increased stress levels.

Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines, Board and committee meetings.

External – Periodic overnight travel may be required.

EOE/Vets/Disability