Assistant Member Service Manager - Member Engagement Center (Glendale & San Diego)

Overview

General Summary

The Assistant Member Service Manager’s primary responsibility is managing, and when needed, participating in all service, sales, compliance, and operational activities in the Member Engagement Center. Additionally, under the direction of the Director of Member Engagement Center, the Assistant Member Service Manager position is responsible for providing on-site leadership, training, motivation, and direction for all staff members in order to maintain a quality banking experience for the membership. Maintaining and managing quality service standards set by the organization and supporting the organization’s strategic initiatives will be a critical function of this position.

Responsibilities

Supervisory Scope

Range of Number of Direct/Indirect Employees Supervised:  50

Principal Accountabilities (80%):

• Serve as primary operations officer and maintain proficiency in all policies and procedures.

• Expert level knowledge of department processes and products to serve as the first line of support in resolving internal and external member issues.

• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the credit union and its members assets.

• Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.

• Works with supervisors to ensure department and individual goals are met.
• Recognize and reward achievements; design campaigns and contests to support and achieve departmental or individual goals.

• Monitor call volumes and staff production to ensure exceptional member experience.
• Work with other members of management team to address problems when they arise.
• Ensure supervisors and agents adhere to Member Experience Playbook, Internal Service Level Agreements, and Corporate Strategic Initiatives.

• Ensure staff is trained in first contact resolution and cross-trained in all areas necessary to provide timely and exceptional member service.

• Organize regular meetings, held daily, weekly, or monthly basis, with staff and supervisors to engage in coaching, mentoring, updates, training, and recognition initiatives. Solicit feedback, input, and buy-in from staff.

• Perform assigned audits and quality control, providing coaching to direct reports for quality improvement.

• Along with Director of MEC, make decisions with regard to performance appraisals, promotions, salary increases, and disciplinary actions for team members.

• Oversee post classroom training of new hires, ensuring a comprehensive understanding of department and credit union procedures, products, and services.
• Identify individual and group training needs and work with Learning and Development to implement a plan of action. Develop individual improvement plans for each staff member.

Secondary Accountabilities (20%):

• Promote a positive work environment throughout the Member Engagement Center

• Set example for employees by exhibiting all elements of the credit union’s sales and service process.

• Provide backup support as needed; assist with calls, emails, and/or chat during periods of high volume.

• Maintaining compliance with all financial institution laws and regulations.

• Provide manager with recommendations and feedback to continually enhance member experience and sales processes.
• Participate in specific departmental projects.

• Comply with BSA requirements as commensurate with position.

• Perform any other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

Qualifications

Position Requirement and Qualifications:

Abilities:   

Excellent abilities in the following:  management, leadership, presentation, technical skills, communication, analysis, problem-solving, judgment, planning, negotiation, relationship-building, creativity, decision-making, innovation, process management, coaching and employee retention and development.

Knowledge, Education, Certifications, Licenses: 

• Requires extensive knowledge of all aspects of the Member Engagement Center to deploy effective strategies and plans. 
• Thorough understanding of banking laws, rules, regulations, and procedures impacting the Member Engagement Center. 
• A four-year degree in Business, Communication or equivalent field; or, comparable work experience required.

Experience: 

Requires 5-7 years of progressively responsible experience in a financial institution or equivalent to gain the necessary knowledge, skills, and abilities to handle all aspects of the position.

Position Requirements (Physical and Mental Activities):

• Communication - Ability to communicate instructions or ideas clearly and accurately to co-workers in an appropriate manner. Ability to comprehend normal business conversations.
• Manual Dexterity - Ability to use the fingers to make small movements such as typing or picking up general office objects. Movements frequently and regularly are required using the wrists, hands, and/or fingers.
• Visual Abilities - Visual acuity necessary to prepare or inspect documents and products or operate machinery.
• Physical Strength - May be required to lift up to 10 pounds occasionally.
• Reasoning Ability - Ability to carry out instructions and exhibit problem solving skills.
• Mathematics Ability - Ability to accurately perform basic math functions including addition, subtraction, multiplication, and division.
• Language Ability - Exhibit effective written and verbal communication skills. Ability to read and comprehend job related materials efficiently. Ability to prepare written correspondence in a professional manner.

Important Notes

Working Conditions and Physical Demands

Work is performed in a general office environment.  This position does not require significant physical efforts.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.

EOE