Member Service Center Manager

Rogue Credit Union•Medford, OR

13d•$93,738 - $117,172•Onsite

About The Position

Inspires loyalty and directs/creates exceptional member experiences with assigned teams and members. Performs all management functions within the Member Service Center (MSC) including supervision of all staff and operational activities involved with member contact by phone, online and video. Develop and coach personnel within the MSC to increase member loyalty and achieve key metrics that drive member loyalty. Manages to the expectations, key performance indicators and department plan. Assume responsibility for teams achieving assigned goals and metrics while fostering an environment of exceptional member service, operational excellence and active member participation.

Requirements

Three years to five years of similar or related call center experience
Supervisory experience preferred
A two-year college degree or Completion of a specialized course of study at a business or trade school or Completion of a specialized and extensive in-house training or apprentice program.
Strong leadership and high-level management and personnel development skills.
Highly professional.
Strong networking skills with ability to build member and Rogue staff rapport.
Critical thinking skills with the ability to make decisions and recommendations.
Strong recruitment/hiring skills with ability to hire an excellent team capable of building loyalty and meeting established goals.
Self-starter with excellent time management/ organizational skills with the ability to multi-task.
Excellent eye for detail/quality.
Excellent training and coaching skills.
Project management skills.
Strong problem resolution skills and skilled at handling difficult and escalated member interactions.
Resourceful.
Strong PC computer and software skills, calculator and other office equipment.
Some adjusting or moving objects up to 30 pounds in all directions.
Must be able to remain in a stationary position, often standing or sitting for prolonged periods.
Repeating motions that may include the wrists, hands and/or fingers while using computer.
Communicating with others to exchange information.
Perceiving the nature of sounds at normal speaking levels or without correction.
Ability to receive detailed information through oral communication, and make fine discernments in sound.
Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.

Nice To Haves

Supervisory experience preferred

Responsibilities

Manages all facets of Member Service Center operations including member contact, policies and procedures, process consistency and compliance, capacity planning and service level management, quality performance, productivity, budget and financial management, overall personnel hiring and development, and day-to-day performance management.
Consistently analyze lending center data and department operations to increase effectiveness, productivity, and to assure members are being promptly provided with exceptional experiences that meets member needs. Reports metrics and trends regularly to management.
Develops, implements, and meets member service metrics to include Loan Production, New Accounts, Referrals, Outbound efforts, Payment Protection and Accuracy goals, adherence and conformance to staff schedules.
Develops training and a coaching culture with staff to make sure they are consistently maintaining and improving their skills and knowledge so they can provide the exceptional experiences. Develops and manages elements of a sales culture, including product knowledge, sales philosophy, sales planning/strategy, tracking and coaching, and recognition/rewards system.
Monitors and is accountable for executing all job functions in a way that is consistent with all requirements of Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and the USA Patriot Act/CIP. Monitors all online, phone or email contact activities through the Remote Loan Center to insure they are in compliance with established credit union policies and procedures.
Proactively performs other duties as needed or assigned.