MSC MANAGER

Job Category: MSC - Member Service Center

Requisition Number: MSCMA
001966

• Posted :
  February 25, 2026
• Full-Time
• On-site

Showing 1 location

Administration
Sumter, SC 29150, USA

SUMMARY:

Leads, manages, directs, organizes, and administers the operation of the Member Service Center, Personal Experience Center and Reception area, offering a full range of personal and automated products and services.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Recruits, hires, trains and schedules staff to meet service delivery demands across all channels.
• Responsible for maintaining a sales and service culture within the department, coaching employees in an atmosphere of continuous improvement and achieving assigned sales and service goals for the department as well as individual employees.
• Ensuring agents understand and comply with all call center/PTM objectives, performance standards, and policies.
• Provides weekly feedback and coaching on sales, productivity, and member service.
• Responsible for researching member inquiries to ensure proper follow-up and member satisfaction.
• Ensures timely response to home banking emails, Secure Chat, Texts, PTM availability, online transaction requests and related complaints.
• Complete performance reviews as assigned.
• Researches and makes appropriate corrections concerning transaction errors.
• Prepares and directs scheduling, monitors attendance, schedule shifts and breaks as necessary.
• Ability to meet performance metrics and maintain data for the department.
• Maintain a highly motivated well-trained staff by communicating expectations and providing the knowledge, tools, and performance feedback to be successful.
• Resolves complex member complaints.
• Answers questions and assists staff with daily operational problems or issues.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises the Member Service Center staff, the front desk staff, and PTM. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regulatory Requirements:

Your position has specific procedures that must be followed to comply with Privacy Act, Office of Foreign Assets Control (OFAC), and Bank Secrecy/Patriot Act.

You will receive annual training to keep you current on any changes to these policies/procedures to assure compliance.

Failure to comply with procedures may cause termination of your position as well as possible monetary penalties from the federal regulatory agency.

EDUCATION and/or

EXPERIENCE:

An Associates or Bachelor's Degree preferred, plus Five (5) to seven (7) years relevant experience and/or training in financial services and remote service delivery.

Requires the ability to lead and supervise others.

Ability to communicate verbally and in writing with others is essential.

LANGUAGE

SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos.

Ability to write simple correspondence.

Ability to effectively present information in one‑on‑one and small group situations to employees, members, vendors, and others involved in the service delivery function.

MATHEMATICAL

SKILLS:

Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations as well as occasional situations where only limited standardization exists.

CERTIFICATES,…