Service Center Manager

Ent Credit Union • Aurora, CO

15h

About The Position

Service Center Managers are responsible for delivering a unique and personal experience to our member-owners that is centered around meeting all of their financial needs. As a leader, you will coach, mentor and develop employees to support a high level of engagement and growth opportunities. You will direct all aspects of center operations, hire and train staff as necessary, manage risk, drive consultative sales interactions, ensure regulatory compliance, and facilitate activities that align with the strategic direction of the credit union.

Requirements

• Bachelor's Degree in Business, Finance, Accounting, or related field of study.
• 3+ years' in financial services or retail delivery to include:
• 2+ years' management of staff or team leadership.
• Leadership Skills.
• Professional interpersonal relationship skills.
• Knowledge of Credit Union Policies, Procedures, and Audit requirements.
• Ability to think Analytically.
• Ability to effectively communication
• Ability to function in and create a team environment.
• Ability to organize, supervise, and delegate effectively.
• Ability to motivate self and others.
• Ability to manage numerous tasks simultaneously.
• Ability to manage time effectively.
• Strong sales and sales management ability.

Nice To Haves

• Experience using Jack Henry Symitar/Episys.

Responsibilities

• Lead service center operations and provide an engaging member experience by fostering a positive culture, which results in member loyalty.
• Guide daily activities of staff, provide quarterly performance assessments, establish goals, and pursue development opportunities.
• Handle supervisory duties such as approving time off, performance reviews, and disciplinary actions.
• Promote a service-oriented environment.
• Set and follow up on member service expectations with staff, providing recognition and staff rewards when warranted, as well as proactively identify and take corrective action in the event of sub-standard performance.
• Foster a positive sales culture.
• Communicate center sales expectations and goals and coach to achieve results.
• Develop service and sales strategies and implement them into daily actions; track and assess results; conduct weekly sales meetings and daily briefing/debriefing.
• Ensure that staff maintain an active member follow-up program.
• Consistently meeting service center and credit union goals.
• Proactively identify and take corrective action in the event of sub-standard performance.
• Ensure employee development by facilitating monthly coaching and conducting regular observations and feedback on member interactions in regard to sales and service.
• Provide and suggest additional employee training development opportunities.
• Perform operational duties including, but not limited to, regular staff meetings on operational and regulatory matters.
• Assure compliance with credit union policies, procedures, and financial regulations including BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau).
• Ensure regulatory Canvas assignments are completed by center staff.
• Accountable for controllable center budget items; maintain FTE allotments; ensure Service Center Control Manual (SCCM) compliance.
• Act as member liaison for problem resolution and complaints.
• Occasionally open accounts or process basic member transactions.
• Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Benefits

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees