Job Description
Department: Member Service Center
Reports To: Assistant Vice President of Member Service
Grade: 13 Classification: Exempt
Supervises Direct: 4 Supervises Indirect: 25
Role:
Inspires loyalty and directs/creates exceptional member experiences with assigned teams and members. Performs all management functions within the Member Service Center (MSC) including supervision of all staff and operational activities involved with member contact by phone, online and video. Develop and coach personnel within the MSC to increase member loyalty and achieve key metrics that drive member loyalty. Manages to the expectations, key performance indicators and department plan. Assume responsibility for teams achieving assigned goals and metrics while fostering an environment of exceptional member service, operational excellence and active member participation.
Essential Functions & Responsibilities:
25% Manages all facets of Member Service Center operations including member contact, policies and procedures, process consistency and compliance, capacity planning and service level management, quality performance, productivity, budget and financial management, overall personnel hiring and development, and day-to-day performance management.
25% Consistently analyze lending center data and department operations to increase effectiveness, productivity, and to assure members are being promptly provided with exceptional experiences that meets member needs. Reports metrics and trends regularly to management.
20% Develops, implements, and meets member service metrics to include Loan Production, New Accounts, Referrals, Outbound efforts, Payment Protection and Accuracy goals, adherence and conformance to staff schedules.
15% Develops training and a coaching culture with staff to make sure they are consistently maintaining and improving their skills and knowledge so they can provide the exceptional experiences. Develops and manages elements of a sales culture, including product knowledge, sales philosophy, sales planning/strategy, tracking and coaching, and recognition/rewards system.
10% Monitors and is accountable for executing all job functions in a way that is consistent with all requirements of Bank Secrecy Act (BSA), Office of Foreign Assets Control (OFAC), and the USA Patriot Act/CIP. Monitors all online, phone or email contact activities through the Remote Loan Center to insure they are in compliance with established credit union policies and procedures.
5% Proactively performs other duties as needed or assigned.
Performance Measurements:
1. Supports and practices Rogue's Vision, Mission, Values and Loyalty Culture. Utilizes the Service Promises with both internal and external members. Embraces Rogue's community involvement program in a positive and proactive manner.
2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, displaying effective emotional intelligence.
3. Recruits, hires, trains, coaches and motivates a highly qualified staff sufficient to meet the daily operational needs of the areas assigned. Establishes and maintains objective accountability measurements and evaluates performance on all direct reports. Creates and maintains a coaching culture to consistently strive toward the highest level of employee achievement and performance in building Member Loyalty.
4. Meets or exceeds annual budgeted operating plan for the branch.
5. Provides informed, professional, and accurate service and support to all members and co-workers.
6. Develops and maintains business partner relationships within the community and area schools by coordinating MSC participation in community activities.
7. Implements and reviews MSC policies and procedures and keeps management informed regarding key operating issues affecting the branch.
8. Meets or exceeds the minimum established MSC incentive goals and credit union goals.
9. Develops recommendations for cost efficiencies and enhancements to products, system's designs, pricing and processes by monitoring trends in operations and service as well as the financial and lending center industry.
10. Promotes a sales and coaching culture within the MSC.
11. Proactively performs other duties as needed or assigned.
Knowledge and Skills:
Experience: Three years to five years of similar or related call center experience; supervisory experience preferred.
Education: (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprentice program.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Additionally, the ability to motivate or influence others is a material part of the job and obtaining cooperation (internally and/or externally) is an important part of the job.
Other Skills: Strong leadership and high-level management and personnel development skills. Highly professional. Strong networking skills with ability to build member and Rogue staff rapport. Critical thinking skills with the ability to make decisions and recommendations. Strong recruitment/hiring skills with ability to hire an excellent team capable of building loyalty and meeting established goals. Self-starter with excellent time management/ organizational skills with the ability to multi-task. Excellent eye for detail/quality. Excellent training and coaching skills. Project management skills. Strong problem resolution skills and skilled at handling difficult and escalated member interactions. Resourceful. Strong PC computer and software skills, calculator and other office equipment.
Physical Requirements: Some adjusting or moving objects up to 30 pounds in all directions. Must be able to remain in a stationary position, often standing or sitting for prolonged periods. Repeating motions that may include the wrists, hands and/or fingers while using computer. Communicating with others to exchange information. Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication, and make fine discernments in sound. Close and continuous visual acuity to perform activities such as: preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading.
Work Environment: This job is an exempt position that requires flexibility in scheduling tasks and projects. The employee must independently monitor hours and judge the time needed to be spent on applicable duties. Employee must be capable of adjusting to unpredictable schedules proactively. As a direct representative of the credit union, the employee must conduct and present themselves courteously and professionally. Exposed to potentially hazardous conditions, i.e., robbery. Travel to all credit union regions may be required.
Disclaimer:
Job descriptions are not intended, and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs.
Note: Rogue Credit Union is a drug free workplace and requires a drug screening test within 48 hours of employment offer.
Rogue Credit Union is an Equal Opportunity Employer and makes employment decisions without regard to race, color, national origin, religion, sex, age, disability, veteran status, or any other protected class. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method, please call (541) 622-7295 or email [email protected].
This Job Description is not a complete statement of all duties and responsibilities comprising the position.