Service Manager

Arizona Financial Credit Union•Phoenix, AZ

18d

About The Position

Overview The position is responsible for managing daily operations to ensure a safe, sound, and efficient operating environment. Must maintain a deep knowledge of processes in order to achieve operational excellence. Must demonstrate effective decision-making skills weighing risk vs. benefit when making exceptions to policies and procedures. Essential Job Functions Ensures branch is following required compliance protocols, procedures, and audits. Monitors, coaches, and holds team members accountable for all branch errors, operational processes, and member experiences. Includes but is not limited to survey results, accuracy, financial losses, audit exceptions, fee refunds, overdraft privilege practices etc. Responsible for all branch training related to daily operations. Responsible to partner with Branch Operations Specialist to develop branch operational training sessions with an emphasis on accuracy and exceptional member experiences. Monitors member survey results and adjusts service expectations according to member feedback. Delivers services and expertise to members with a focus on growing business and empowers members toward self-service options. Ensures that processes lead to timely, accurate and positive service experiences for members, identifies and recommends solutions to processes that do not produce that outcome. Provides ongoing coaching and feedback to team members to improve performance and contributes to achieving branch and organizational goals. Expected to be branch expert on cash recycler machines. Provides support to the branch by fulfilling any branch role as needed. Performs other job-related duties as assigned.

Requirements

High School diploma or general education degree (GED) and two (2) years’ experience in a financial institution or retail sales or service industry.
Registered MLO required.
Knowledge of computers required
Ability to read, write, speak, and use proper grammar in English.
Ability to type 25 wpm.
Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals.
Ability to write business correspondence.
Ability to communicate verbally both in person and on the telephone.
Ability to speak effectively to members regarding inquiries or complaints.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to calculate rates, ratios, and percentages.
Registered MLO required.
In compliance with the federal Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act of 2008, Arizona Financial employees acting as Mortgage Loan Originators (MLO) must be registered with the Nationwide Mortgage Licensing System (NMLS).
Prior to performing MLO duties, the registration process requires that applicants and/or current employees: electronically apply for registration, providing personal and employment information; submit fingerprints to the NMLS for an FBI criminal background check, and receive clearance from Arizona Financial regarding that FBI background check.
Applicants with certain criminal convictions, including but not limited to crimes involving dishonesty or fraud, or crimes involving financial services or a financial services related business, may not qualify for the MLO designation.
After successful registration, employees may perform the MLO functions.
To maintain MLO registration and the ability to perform these functions, they must: renew registration on an annual basis, and update any changes to his/her registration information as needed.
The MLO’s registration and employment status will be available to the public on the NMLS Registry.
MLOs routinely handle confidential member information and have strict requirements for maintaining the confidentiality and non-disclosure of that information.

Nice To Haves

One (1) year supervisory/managerial experience.

Responsibilities

Managing daily operations to ensure a safe, sound, and efficient operating environment.
Maintaining a deep knowledge of processes in order to achieve operational excellence.
Demonstrating effective decision-making skills weighing risk vs. benefit when making exceptions to policies and procedures.
Ensuring branch is following required compliance protocols, procedures, and audits.
Monitoring, coaching, and holding team members accountable for all branch errors, operational processes, and member experiences.
Responsible for all branch training related to daily operations.
Partnering with Branch Operations Specialist to develop branch operational training sessions with an emphasis on accuracy and exceptional member experiences.
Monitoring member survey results and adjusts service expectations according to member feedback.
Delivering services and expertise to members with a focus on growing business and empowers members toward self-service options.
Ensuring that processes lead to timely, accurate and positive service experiences for members, identifies and recommends solutions to processes that do not produce that outcome.
Providing ongoing coaching and feedback to team members to improve performance and contributes to achieving branch and organizational goals.
Providing support to the branch by fulfilling any branch role as needed.
Performing other job-related duties as assigned.