AVP/Member Service Center Manager

TRUSTONE FINANCIAL CREDIT UNION•Plymouth, MN

9h•$73,000 - $91,000•Onsite

About The Position

This role provides structure and leadership to, and is responsible for, all Member Service Representatives, Member Service Specialists, Member Service Leads, and Assistant Member Service Center Managers. Cultivate employee engagement and development through directing leadership to coach, mentor and lead to achieve Member Service Center goals, corporate goals, and strategic initiatives. Execute strategies and formalized plans to maintain cost control and service level delivery through appropriate staffing and workforce management, using efficient and effective work processes through all channels. Responsible for contributing to strategically focused committees relating research and development of enhancements to new technologies and product offerings. Committed to ensuring all levels of staff are empowered to deliver on our Core Values.

Requirements

Availability to work 40 hours per week Monday through Friday between the hours of 8:00am – 5:30pm and rotating Saturdays 9:00am – 1:00pm at our Plymouth Corporate office location; non-exempt.
Associate’s Degree or equivalent work experience.
5+ years of customer service or contact center experience, including financial services experience.
4+ years of previous supervisory or proven leadership experience.
Excellent customer service and sales skills.
Experience in computer systems including MS Office.
Strong verbal and written communication skills.
Ability to be self-directed while displaying initiative and decision making skills.
Ability to maintain a high level of professionalism while working under pressure.
Excellent organizational and project management skills.
Compliance with the Bank Secrecy Act and all its provisions.
Ability to pass a pre-employment drug test and various background checks.
Regular and reliable attendance at the workplace.

Nice To Haves

Experience leading workforce management efforts.
Working knowledge of telephony systems.

Responsibilities

Provide structure and leadership to Member Service Representatives, Member Service Specialists, Member Service Leads, and Assistant Member Service Center Managers.
Cultivate employee engagement and development through coaching, mentoring, and leading to achieve Member Service Center goals, corporate goals, and strategic initiatives.
Execute strategies and formalized plans to maintain cost control and service level delivery through appropriate staffing and workforce management.
Utilize efficient and effective work processes through all channels.
Contribute to strategically focused committees for research and development of enhancements to new technologies and product offerings.
Ensure all levels of staff are empowered to deliver on Core Values.

Benefits

Competitive pay and incentive programs for all positions.
Health insurance with the ability to choose which plan option is best for you – a Traditional Health Plan or Health Savings Plan.
Affordable dental and vision insurance coverage.
22 days of paid time off annually for full-time employees with an equivalent accrual for part-time employees.
10+ paid holidays each year.
Up to 16 hours of paid time annually to volunteer for organizations you are passionate about.
401(k) with 50% employer match on the first 6% you contribute.
Additional 3% safe harbor employer contribution after one year of service (immediately 100% vested).
Eligibility for profit sharing opportunities in the form of a contribution to your 401(k) account.
Employer-paid Short Term and Long Term Disability benefits.
Employer-provided life insurance up to 2.5x your base salary with the option to purchase additional coverage for yourself, spouse and eligible dependents.
Reimbursement for higher education expenses of up to $5,250 per calendar year (including tuition, books and activity fees).
Career development opportunities – including our STEP job shadow program, TruStone Academy certification courses, Mentorship Program and more.
Special employee discounts when you join TruStone Financial as a credit union member.
Employee activities, events, discounts, and many other great benefits and perks!