Manager - Member Services

Job Summary

The Manager, Member Services leads, manages, and develops a Member Services Representative (MSR) team in a high-volume call center environment. This role partners with the Senior Retail Manager, Retail, Member Services (Sr. Manager) to develop and implement call center department strategies; provides Member Services operational management support, and identifies opportunities for enhanced individual and team training and effectiveness.

The Manager, Member Services reports to the Sr. Manager, Retail Member Services.

About UFCU

As Austin's largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We're proud to focus on people - not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.

Consistently receiving awards as the Top Credit Union and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives - then we're glad you're here.

Essential Functions

Leadership:

* Advance the vision for Member Services and, in partnership with the Snr. Manager, develop and implement strategies to achieve the vision

* Provide input to Snr. Manager regarding metrics and standards for MSR performance and member-centric production

* Evaluate MSR patterns and trends of behavior and identify appropriate solutions for consideration by Manager

* Promote and maintain ongoing effective feedback to evaluate employee engagement and Member satisfaction

* Effectively lead change through agreed upon communication strategies across the department

* Represent the Snr. Manager and Member Services at meetings, as necessary

* Act as Manager on Duty when the Snr. Manager is out of the office

* Serve as a role model to employees and peers by demonstrating UFCU culture and values during all interactions with employees, leadership and Members

Team Development:

* Mentor and coach Assistant Managers to elevate them to Manager level

* Mentor and coach Team Leads and MSRs

* Develop and utilize clear agreed upon career development plans with Assistant Managers for themselves and their teams

* Identify informal leaders across Retail and assist with their career development

* Identify and recommend individual and team development opportunities to the Snr. Manager

* Work to develop team relationships across all of Retail, implementing initiatives to further this effort

Operational Management Support:

* Actively participate in selecting, hiring and onboarding all new employees of all levels to Member Services

* Plan and initiate all expected operational requirements to support his/her team

* Gather and issue all statistics for Member Services on a monthly basis, identifying trends and coordinating improvement actions with the Snr. Manager

* Collaborate with the Snr. Manager in developing initiatives for morale building, employee retention and engagement

* Coordinate all Quality Management disputes providing an objective seamless approach to how they are conducted

* Complete all Net Promoter Score callbacks for Member Services

* Review all processes and procedures to maximize effectiveness and productivity of all resources

* Ensure all service levels are being attained

* Support all necessary escalations

* Support vendor management with contracts, invoicing, and Service Level Agreements (SLAs), identifying training and SLA gaps

Training:

* Identify training trends and gaps within the Member Services team and provide necessary information at an individual and team level

* Communicate identified issues or challenges to Member Services Leadership Team

Core Competencies (How you behave)

* Building Relationships

* Foster collaboration and teamwork; promote professional relationships and partnerships with leaders throughout the organization.

* Be approachable to all employees at all levels of the organization

* Communication

* Advanced verbal, written, listening, and interpersonal communication skills, with excellent telephone voice and demeanor

* Excellent member service skills and ability to quickly establish rapport and trust over the telephone and via email

* Decision Making

* Ability to make effective decisions in a complex, fast-paced environment

* Emotional Intelligence

* Demonstrated high degree of professional maturity, leadership and empathy. Exhibit high levels of integrity and ethical behavior.

* Focus on Results

* Demonstrated ability to initiate, lead, hold others accountable, and implement process improvements.

* Systems Thinking

* Strong creative problem solving and analytical skills, including ability to reach…