What are the responsibilities and job description for the Service Manager (Call Center) (on-site) position at Universal 1 Credit Union?
Universal 1 Credit Union (U1) is a not-for-profit financial institution that exists to create personal, community, and financial well-being. Our way of life is centered on being Trustworthy, Friendly, and Reliable and our go-to phrase is "Beyond What You Expect".
At U1, Service Managers are responsible for Overseeing the delivery of a full range of services to members and ensuring that members are effectively and professionally served following the U1 Values. This includes product and service support, making appropriate referrals, performing transactions, handling balancing, and providing excellent member service. Responsible for service center operational efforts such as following established policies and procedures and properly maintaining the facilities. Are responsible for service center leadership, which includes execution of the strategic plan, operations initiatives, and achieving service center goals.
Skills And Qualifications
Education/Certification:
At U1, Service Managers are responsible for Overseeing the delivery of a full range of services to members and ensuring that members are effectively and professionally served following the U1 Values. This includes product and service support, making appropriate referrals, performing transactions, handling balancing, and providing excellent member service. Responsible for service center operational efforts such as following established policies and procedures and properly maintaining the facilities. Are responsible for service center leadership, which includes execution of the strategic plan, operations initiatives, and achieving service center goals.
Skills And Qualifications
Education/Certification:
- High school graduate or equivalent.
- Additional college coursework in business or finance preferred.
- Required to attain and/or maintain NMLS certification.
- May be required to have a current notary
- A minimum of 2-5 years of progressive financial experience in a financial institution
- One (1) year of managerial experience OR three (3) years in a leadership role.
- One (1) year of call center experience, preferred.
- Understanding of the Credit Union's field of membership.
- Thorough knowledge of Credit Union services and products.
- Understanding of related legal and regulatory requirements.
- Familiarity with service center functions, policies, and procedures.
- Excellent communication, interpersonal, and supervisory abilities.
- Organizational and analytical skills.
- Ability to operate related computer applications and related business equipment.
- Attention to detail.
- Ability to maintain an effective and efficient workflow; and,
- Strong project management skills.