Job Description

Service Center Manager Location Sandy, UT : Manage the operations and staff of the Service center to ensure quality service to the members and enhance their financial relationships with the credit union.

LOCATION:

MACU Footprint

IMPORTANT INFORMATION:

Posting will Close 4/1/2024

Please review , minimum qualifications must be met to be considered

To be effective, an individual must be able to perform each job duty successfully.

• Oversees all Service center functions to ensure quality service is provided, credit union policy and regulatory requirements are met.
• Manages vendors for products.
• Maintains Call Center Reports.
• Exemplifies MACU values and philosophy while fulfilling responsibilities as a leader in the Service center and of the credit union.
• Trains, coaches and evaluates department staff on credit union policies, procedures, philosophies and department functions to encourage the achievement of operational, service and sales goals.
• Assists and trains staff in identifying the financial needs of members and potential members and meeting those needs by selling the credit union's products, services and technologies.
• Monitors telephone calls and analyzes statistical information to track employee performance, increase efficiencies, and recommends changes and enhancements to continually improve the quality of customer service.
• Plans for future development of Service Center function and skill set.
• Develops call models from statistical data to determine daily staffing requirements.
• Utilizes judgment and responsibility in fulfilling members' needs using the credit union policies and the hierarchy of decision-making.
• Oversees communications with members that are conducted through e-mail, Internet and Online Branch messaging systems.
• Develops, implements and administers procedures and programs to facilitate the processing of loans throughout the department. Counsels members regarding credit and handling credit disputes.
• Verifies, documents and approves loan applications to ensure compliance with all policies and regulations and to minimize any potential loss.
• Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.
• Monitors and responds to daily and hourly changes in incoming call patterns. Programs telecommunications equipment to effectively redirect calls to meet these changes.
• Assists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
• Monitors new Call Center technology and propose products to improve efficiencies.
• Performs other duties as assigned.

Depending upon area managing, the following duties responsibilities may also be required:

TECHNOLOGY MANAGER

• Monitors and responds to daily and hourly changes in incoming call patterns.
• Programs telecommunications equipment to effectively redirect calls to meet these changes.
• Assists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
• Monitors new Call Center technology and proposes products to improve efficiencies.

TRAINING

• Assists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
• Develops measurement means to assess the effectiveness of the training department to ensure standards are achieved and continuous improvement is made.
• Assesses training needs for the SC and determine how to best meet those needs in order to introduce successful training programs.
• Gathers training reports and submit those to interested parties.
• Researches, develops, updates and produces written training programs to achieve the objectives of the credit union.
• Presents information and facilitate group discussions and group processes to provide effective learning.

KNOWLEDGE, SKILLS, and ABILITIES

The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Experience

Three to five years of similar or related experience (possibly 5 -8 years)

Education

College Degree or Equivalent

~

Licenses, Certificates, Registrations

• Must meet all expectations of an Agent 3
• Must be MSR Certified
• Must complete other trainings as needed (i.e. Loan and Membership training)
• Must have at least four years service center/branch experience

Computer/Office Equipment Skills

Extensive knowledge and understanding of credit union policies and procedures. Working knowledge of PC's, Windows , internet browsers, e-mail, Word, and Excel. Knowledge of Internet security and protocol. Knowledge of the use and function of Automated Call Distributing systems, telecommuting and other telecommunications equipment. Ability to supervise and lead others to give quality service.

Managerial Responsibility

Has managerial responsibility for a group employees with diversified functions. Policies and practices may be implemented through subordinate supervisors. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.

Other Skills and Abilities

Abilities usually acquired in three years Call Center Supervisory experience. Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions. Must have the ability to coach and direct the work of others to give quality service. Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment. Must have the ability to supervise and lead others to give quality service. Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union. Must have the ability to work in a team environment and promote teamwork among staff.

PHYSICAL ABILITIES / WORKING CONDITIONS

Physical Demands

Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently

Vision Requirements

Close vision (clear vision at 20 inches or less)

Distance Vision (clear vision at 20 feet or more)

Weight Lifted or Force Exerted

Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally

Environmental

There are no unusually environmental factors

Noise Environment

Moderate noise (business office with computers and printers, light traffic)

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Job Tags

Hourly pay, Full time, Remote job,

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