The Member Service Manager is responsible for ensuring the execution of the member experience and the operations of the Video Tellers and Member Service Center (MSC) department. This will require setting and aligning individual, departmental, and organizational goals that support the credit union’s values and strategic direction. Ensuring the proper policies, guidelines and procedures are in place, followed, and employees are held accountable to meet this goal through motivation, recognition, rewards, and performance management.

• Recruit and retain staff capable of accomplishing the objectives and goals of the MSC team, by using a targeted hiring approach maintained through consistent contact with the Talent Acquisition team.
• Ensure staff has been adequately trained by fostering an open dialogue with the Employee Development department as it relates to staff progress with defined benchmarks. Assist in the training of new and specialized products, processes, and systems.
• Participate in coaching sessions to assist staff in expanding their knowledge regarding processes, guidelines, procedures, products, member interactions, systems, sales techniques, and credit union values.
• Develop and guide the Supervisor- MSC and Sr Member Service Specialist to ensure member satisfaction, improved call and video teller session efficiency, low abandonment, and improved employee product knowledge and training.
• Analyze department and individual performance metrics to proactively identify, develop and implement strategies to improve quality, productivity, retention, fraud detection, and profitability.
• Assist in the formulation and implementation of goals which align with the strategic goals of the credit union.
• Discuss and evaluate each agent’s individual growth path, using a realistic approach and in-depth knowledge of other credit union departments.
• Take necessary disciplinary action pertaining to attendance and job performance, where the action is delivered both verbally and in writing.
• Organize and lead team meetings to discuss changes, improvements, and successes.
• Maintain, review and approve timecards and PTO counts.
• Work with escalated members to reach a resolution beneficial to both the member and the credit union.
• Responsible for creating and maintaining MSC and Video Teller guidelines, processes and procedures. Along with communicating changes to other credit union departments.
• Assist MSC groups in handling member requests.
• Responsible for creating and maintaining the team budget.
• Develop and support a strong service culture throughout the credit union.
• Responsible for the level of service received by members to include hold times, abandoned calls/sessions, member service skills of staff and other quantitative measurements.
• Review standards and customized Teller sessions, Network Manager and Five9 reports to analyze statistical data, assisting in the evaluations of call center efficiencies in the following areas: adherence and deviations in schedules, call trends, service levels, abandonment rate and session/call volume.
• Assist with the development and implementation of specialized projects.
• Cultivate an environment of trust, teamwork, self-confidence, and ownership.
• Participate in the development and implementation of the credit union strategic plan.
• Promote honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union values, philosophies and leadership characteristics.
• Work with other credit union departments and branches to ensure the workflow or process is providing the best service to the members.
• Responsible for the daily operations of the Video Teller and Service team.
• Performs other duties as assigned.

Education and Experience Requirements:

• Bachelor’s degree or equivalent work experience.
• Five (5) years’ of leadership experience in a financial institution.   
• Extensive leadership experience in the areas of Branch or Contact Center management is preferred.

Required Knowledge, Skills and Abilities:

• Knowledge of teller operations, service management and leadership practices.
• Ability to lead, motivate and coach a group of individuals towards individual, team and organizational goals.
• Develop and maintain relationships with a diverse workforce.
• Ability to identify and remove barriers.
• Flexibility/Responds promptly to shifts in direction, priorities, and schedules.
• Strong decision-making skills.
• Ability to build and maintain the trust of others.
• Approachable/Caring Nature/Demonstrates sincere interest in others.
• Knowledge of credit union services and products.
• Advanced ability to communicate effectively in writing and verbally.
• Ability to resolve interpersonal conflict and miscommunications.
• Advanced level of emotional intelligence and ability to de-escalate member issues calmly with a solution driven perspective.
• Knowledge of spreadsheet software and ability to use word processing software.
• Knowledge of employment law guidelines, including but not limited to FMLA, ADA, ADEA, Title VII, and EPA.

Physical Requirements:

• In this position, individual will be expected to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach or stand for extended periods of time.