Manager Member Sales and Service

United Federal Credit Union•Reno, NV

20d•Onsite

About The Position

The 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, continuous improvement, and management of the MSC Contact Center as a Solution (CCaaS) platform suite, including but not limited to Quality Management, Workforce Management, Trend Analytics & Artificial Intelligence as it relates to agent and member experience.

Requirements

Bachelor’s degree in business, finance, or related field or two years of related work experience required.
3-5 years of proven managerial experience or equivalent work experience desired &/or 3-5 years of Contact Center as a solution technical experience.
Prior financial institution including lending experience desired.
NMLS registration required.
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
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
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 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

Nice To Haves

3-5 years of proven managerial experience or equivalent work experience desired
3-5 years of Contact Center as a solution technical experience.
Prior financial institution including lending experience desired.

Responsibilities

Ensuring team success of the Member Sales and Service Center sales goals, achieving superior member service through multiple channels, and ensuring high-performance standards of direct reports.
Staff’s ability to ensure member satisfaction through regular coaching and training of MSC staff; improving sales performance, service skills, product knowledge, and policy/procedure competencies.
Monitoring agent availability, resolving member escalations, maintaining wait times and abandonment rates within SLA.
Hiring and onboarding of MSAs and completion of annual performance appraisals.
Design, continuous improvement, and management of MSC technology suite, including but not limited to CCaaS solution.
Conducting on the job training and ensuring successful onboarding and retention of MSC staff members.
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 MSC specific or enterprise-wide projects to improve processes and gain efficiencies.
Work jointly with other Credit Union Stakeholders to implement time and procedural efficiencies.
Responsible for stretch assignments, participation in project teams, and other duties as assigned.