Member Service Center Manager

CONNEX CREDIT UNION INC•North Haven, CT

6d•$56,120 - $70,149•Onsite

About The Position

Are you looking to have a positive impact on people in your community? Connex Credit Union is looking for diverse talent who are motivated to improve the financial well-being of others. We’re a company with a long and successful history where trust is important and exceptional customer service is the standard. We are committed to our employees, our members and the communities we serve. If you want to make a difference and be part of a growing, inclusive organization, join us in our mission. The primary function of this position is to assist the Credit Union in achieving its mission to “improve the lives of our members, one member at a time.” To achieve this mission, the Member Service Center Manager must provide outstanding service to both internal and external members as defined by our Service Promises and Service Standards. A key component of this service delivery is to identify members’ financial needs and to provide Credit Union Solutions. The Manager is responsible for assisting the AVP of Member Service in managing the Call Center Team and the PTM/ITM (Remote Teller) Team in the Member Service Center.

Requirements

High degree of responsibility and integrity.
College degree or equivalent educational or work experience.
Minimum 3 years of management or banking operations experience.
1 year of direct supervisory service
Excellent people skills and ability to manage change.
Strong sales, customer (member) service and Advocacy skills.
Ability to analyze customer (member) problems and find beneficial solutions in a timely manner.
Thorough knowledge of retail banking industry including deposits, lending and operations.
Working knowledge of all federal and state laws governing consumer banking.
Ability to manage multiple tasks simultaneously in a fast-paced environment.
Clear and pleasant phone voice.
Effective communication skills (verbal and written).
Continuing education through selected training courses.
After hours meetings are required.
Microsoft Word and Excel skills.
40 hours per week, some Saturdays.

Responsibilities

Assists the AVP in coaching sales and service skills to the Member Service Center teams on a daily basis.
Performs Quality Assurance and call evaluations for Call Center staff weekly
Coordinates the training of new hires in the Member Service Center.
Assists the AVP with quality hiring practices for the Member Service Center.
Assists the AVP with professional development and career planning for each employee in the Member Service Center. This includes assisting with action plans and other forms of discipline.
Assists the AVP in developing and tracking Member Service Center goals, as well as analyzing results, making adjustments when goals are not met and celebrating when they are.
Resolves member problems/responds to inquiries beyond the authority of other Member Service Center personnel including handling call escalations. Refers issues as needed to the AVP of Member Service.
Assists the AVP in ensuring that all Member Service Center teams and employees comply with relevant laws, regulations and internal controls as well as all credit union policies and procedures.
Assists the AVP in supporting, maintaining and growing the Connex Credit Union Advocacy Culture internally. Serves as a role-model for other Member Service Center team members and Credit Union employees.
Coaches Advocacy on a daily basis and overcomes internal objections. Supports cohesion by leading with “we” instead of “they.”
Advises the AVP of Member Service regarding training needs and operational problems.
Represents the Member Service Center when needed during the discussion and implementation of new strategies, goals, programs, products and procedures.
Assists the AVP in managing vendors assigned to the Member Service Center.
Serves as Administrator for Connex Credit Union software programs as assigned.
Ensures successful project management.
Under the AVP of Member Service and through any assigned Supervisors, directly oversees the daily operations of the department