Member Solutions Center Assistant Manager

UW Credit Union • Wauwatosa, WI

5d • $70,050 - $77,400 • Onsite

About The Position

The Member Solutions Center (MSC) Assistant Manager assists an MSC Manager in motivating the team to develop, expand and retain member relationships in support of world-class service experiences. This position creates energy and excitement among staff to maximize the remote member experience. This is a management development position for those that have potential and desire to eventually manage within the MSC or another department. This individual assumes responsibility for MSC operations and staff development under the direction of an MSC Manager II. This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.

Requirements

• Associates degree in business administration, finance, marketing or related field required or equivalent work experience.
• 2-3 years financial services experience with increasing responsibility leading toward management required.
• 2-3 years of contact center or call center experience preferred.
• Demonstrated leadership skills to motivate and develop staff.
• Demonstrated understanding of world-class service experiences.
• Ability to learn, understand, and lead complex operations while applying creative problem solving.
• Strong verbal and written interpersonal communication, outstanding ability to influence and build relationships.
• Knowledge of major Web browsers and computer, tablet, and mobile devices.
• Expertise in problem solving, design and delivery of Web-based solutions.
• Talent and passion for technology, automation, and process improvement.

Nice To Haves

• 2-3 years of contact center or call center experience preferred.

Responsibilities

• Achieve Balanced Scorecard Results
• Manage MSC Operations and Quality
• Serve as highly visible Manager to a team of MSC Specialists delivering member service.
• Actively role model behaviors necessary for consistent service delivery to members across all channels for increased acceptance, brand awareness, and respect/reputation. Aspire to the MSC’s vision of world-class service.
• Be highly visible to staff through regular communication.
• Provide backup support on MSC Resource lines as needed to support coverage.
• Partner with HR and MSC management to interview and select highly engaged employees.
• Support front-line staff by taking ownership of member service recovery opportunities, escalations, and tasks requiring management.
• Maintain trusting relationship with MSC management and leadership peers to deliver cohesive, consistent experiences for MSC staff and members.
• Maintain close partnership with internal MSC support function teams, especially QA & Training for seamless staff handoffs post-on-boarding.
• Regularly conduct quality assurance reviews of staff interactions with members, in accordance with the MSC QA Program, and coach staff to deliver world-class service.
• Assume responsibility for direct reporting staff possessing high awareness of MSC policies and procedures, and demonstrating appropriate use of systems (e.g., staff learning to search knowledge base instead of repeatedly calling Resource line, or resolving an issue while on a call with a member instead of a callback).
• Promote effective coordination of resources across UW Credit Union business units to support an optimal member experience.
• Participate in strong, mutually beneficial relationships with internal customers, including Internet Services, Retail, Marketing, Lending, Card Programs, Membership Services, Loss Prevention, Investment Services, IT.
• Demonstrate advance planning and communication in support of MSC scheduling, according to MSC Scheduling Philosophy.
• Support Technical Operations
• Maintain comprehensive knowledge of all systems used by members, MSC leadership and front-line staff. Demonstrate expertise sufficient to effectively support staff and manage member service experiences.
• Identify potential gaps in a user’s remote / Web Branch experience. Promote voice of the member feedback by encouraging staff to share via appropriate feedback channels.
• Contribute to member experience documentation of systems and processes through knowledge base suggestions.
• By collaborating with staff and peer Managers, support appropriate prioritization of technical operations feedback with senior management and organizational partners.
• Support direct staff with establishing strong relationships with support resources, including appropriate use of MSC Resource lines and outreach to support departments, as measured on Specialist Scorecard.

Benefits

• 21.5+ days annual paid time off (4+ weeks)
• 2 weeks paid caregiver leave
• 2.5 weeks paid new child parental leave
• 2 days paid volunteer time
• 11 paid holidays (includes your birthday!)
• 401k company match of up to 5%, plus approximately 4% discretionary match
• Variable bonus reward
• Competitive Medical, Dental and Vision plans, including domestic partner eligibility
• Discounted bus pass and bublr membership
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree