Manager Member Sales and Service

Manager Member Sales & Service Center

The Manager Member Sales & Service Center provides leadership, daily supervision, and coaching to Member Sales and Service Center staff. Responsible for superior levels of member service, sales goal achievement, and department efficiency. This position is responsible for the implementation of strategic initiatives to align with organizational values and industry trends, with the direction and support of MSC Director. This position is responsible for daily coaching and mentoring, problem resolution, process improvement, and exercising sound judgment.

Responsible for ongoing support of the sales and service culture to enhance the member experience. Responsible for oversight, continuous improvement, and management of the MSC Contact Center as a Solution (CCaaS) platform suite, including but not limited to Quality Management, Workforce Management, Trend Analytics & Artificial Intelligence as it relates to agent and member experience.

Essential Functions, in Priority Order (Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

1. Responsible for ensuring team success of the Member Sales and Service Center sales goals, achieving superior member service through multiple channels, and ensuring high-performance standards of direct reports. Responsible for staff's ability to ensure member satisfaction through regular coaching and training of MSC staff; improving sales performance, service skills, product knowledge, and policy/procedure competencies. Time: 40%

2. Responsible for all necessary daily functions as needed, included but not limited to monitoring agent availability, resolving member escalations, maintaining wait times and abandonment rates within SLA. Responsible for hiring and onboarding of MSAs and completion of annual performance appraisals. Responsible for design, continuous improvement, and management of MSC technology suite, including but not limited to CCaaS solution. Responsible for conducting on the job training and ensuring successful onboarding and retention of MSC staff members.

Time: 40%

3. Responsible for resolving escalated member calls and complex member problems and/or system issues while ensuring a high level of quality service and member satisfaction. Time: 10%

4. Lead or actively participate in MSC specific or enterprise-wide projects to improve processes and gain efficiencies. Work jointly with other Credit Union Stakeholders to implement time and procedural efficiencies. Responsible for stretch assignments, participation in project teams, and other duties as assigned. Time: 10%

Education (Minimum education required to perform the duties of this position)

Bachelor's degree in business, finance, or related field or two years of related work experience required.

Experience (Minimum experience required to perform the duties of this position)

In addition to the education requirement: 3-5 years of proven managerial experience or equivalent work experience desired &/or 3-5 years of Contact Center as a solution technical experience. Prior financial institution including lending experience desired. NMLS registration required.

Knowledge,

Skills and Abilities

(Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

Excellent listening skills

Excellent communication skills

Excellent problem-solving skills

Leadership skills in team development

Working knowledge of quality service components

Ability and willingness to adapt to change

Ability to maintain confidentiality

Ability to develop and implement effective policies and procedures

Required Competencies

Demonstrates Courage

Drive for Results

Customer Focus

Integrity and Trust

Self-Development

Business Acumen

Innovation Management

Developing Direct Reports and Others

Managing Through Systems

Organizational Agility

Building Effective Teams

Problem Solving

Mental Requirements

Ability to analyze and evaluate information

Ability to use good judgment and make sound decisions quickly

Ability to work and reason under pressure

Ability to train and evaluate results

Ability to prioritize in a multi-task environment

Ability to maintain a positive attitude and professional image

Ability to interpret lending guidelines and regulations

Demonstrated understanding of guidelines necessary to generate consumer loans

Capable of creatively implementing new products and motivating staff

Proven problem-solving abilities

Physical Demands (Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed printouts and computer screens. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions (Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this…