Member Service Center Team Manager

Responsibilities

• Manage, direct and control the operations of the Member Service Center with an emphasis on service delivery, member advocacy and staff development.
• Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service.
• Coach, lead and motivate MSC employees; promote participation in recommendation of products and services.
• Meet with employees regularly to establish and reinforce department and organizational goals.
• Ensure compliance with credit union marketing, image and service delivery goals within area of responsibility.
• Responsible for quality and accuracy of fulfilling member requests.
• Responsible for the security, accountability and control of negotiable items.
• Coordinate the personnel functions with the Assistant MSC Team Manager to include scheduling, training, performance evaluations, employee morale and policy compliance.
• Support helplines dedicated for complex requests and escalated calls.
• Provide support to staff by training and developing; coach, lead and motivate specialists.
• Assume responsibility for the Member Service Center as assigned.
• Perform duties of Assistant Member Service Center Team Manager.
• Perform other duties as assigned.

• High school graduate or equivalent.
• Strong communications and personnel management skills required.
• Capable of working independently and exercising sound judgment as related to primary functions.
• Requires strong interpersonal skills and leadership abilities.
• Directly related work experience and/or accelerated training completion may be substituted for tenure.

Demonstrates strong leadership and personnel management skills while ensuring high-quality member service delivery and compliance with organizational goals. Capable of training, coaching, and motivating staff to achieve performance excellence in a member service environment.