Service Center Manager Aurora

Job Description

Ent Credit Union is Colorado's premier financial institution and is currently expanding service offerings across the state. We are seeking quality financial service professionals to lead our service centers. 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.

• Management:
  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.
• Sales:
  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.
• Coaching and Staff Development:
  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.
• Operations Support:
  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.
• Member Support:
  Act as member liaison for problem resolution and complaints. Occasionally open accounts or process basic member transactions.
• Bank Secrecy Act:
  Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

• Bachelor's Degree in Business, Finance, Accounting, or related field of study.
• 3+ years in financial services or retail delivery, including required experience.
• 2+ years managing staff or team leadership.

• Leadership Skills.
• Professional interpersonal relationship skills.
• Knowledge of Credit Union Policies, Procedures, and Audit requirements.
• Analytical thinking ability.
• Effective communication ability.
• Team environment creation and function ability.
• Organize, supervise, and delegate effectively.
• Motivational ability for self and others.
• Task and time management ability.
• Strong sales and sales management ability.
• Preferred:
  Experience using Jack Henry Symitar/Episys.

• None

The pay range for this position is: $82,222 to $90,875 per Year (S15)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for a monthly incentive plan.

Benefits Summary Sheet

At Ent Credit Union, we offer a comprehensive benefits package, including:

• Health…