Member Care Center Manager

MERIWEST CREDIT UNION•San Jose, CA

2d•$99,070 - $123,837

About The Position

The Member Care Center Manager oversees the daily member care operations and supports the Member Care Specialists along with the Digital team. The Member Care Center Manager will provide exceptional member service while achieving ambitious sales and service goals.

Requirements

Minimum five years of banking or financial services experience, required.
Minimum three years of management experience, required.
Two years' experience in a call center, one year of which was in a supervisory or lead capacity, preferred.
A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
A significant level of trust, credibility and diplomacy is required.
In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
Typically includes subject matter experts as well as first level to middle managers.
Must be able to participate in Saturday rotation schedule as assigned.
Management experience including hiring, coaching, and developing direct reports.
Broad knowledge of, and practical experience with, financial institution operating areas, functions, products and services and the laws and regulations that apply to the credit union.
Demonstrated experience in consultative selling techniques.
Ability to successfully drive projects, processes and change management concepts in a dynamic and complex operating environment.
Demonstrates the ability to lead and supervise team members to achieve results related to service level agreements, sales, and operations.
Demonstrates the ability to advise, provide member services, and achieve relationship sales objectives by anticipating and understanding member’s needs and recommending products that will benefit them.
Detailed oriented, excellent organization, verbal, and written communication skills.
This position requires that you obtain, and maintain, a National Mortgage Licensing System (NMLS) number as required by SAFE Act.
Verifiable job history showing stability, consistency, dependability, and accountability.

Responsibilities

Foster a positive and productive work environment with a strong focus on employee engagement and development.
Direct, coach, train and appraise the Member Care team as well as the Digital team to cross sell credit union products and services.
Assist staff with problem resolution and issue escalation.
Oversee the Digital team to ensure the Digital team is providing a high level of service and support to members and front-line employees for electronic banking services.
Answer calls from the service queues during peak times and as needed and assisting member call backs from the overflow team.
Accountable for all aspects of performance including member service, sales goals, various service level agreements, security, operations and personnel administration.
Responsible for achieving various service level agreements, including but not limited to, response time, call time, and wait time through various inbound channels.
Ensure to meet assigned referral goals, including but not limited to, share, deposit, lending, and partner referrals for assigned.
Develop, manage and execute on key strategies and initiatives within the Member Care Center and greater organization to further the transformation of the Member Care Center.
Create department level presentations on performance results and change proposals to operations.
Ensure all policies and procedures are followed to proactively mitigate risk within the department.
Comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Performs other duties as assigned.