Under the general direction of the VP, Member Service Center, oversees the day-to-day activities of the eService's team. Provides leadership, and ensures exceptional service and technical support to members and staff for eService's. Meets organizational goals, implements policies and procedures and embraces the credit union's Mission, Vision and Values.
DIMENSIONS
Service Goals : Meet / exceed a 4.00 overall service rating, as per established service standards.
Technical Support : Provide troubleshooting services and support to members and staff.
E-mails : Handles escalated e-mails from members, primarily related to eService's.
Response Goals : Responds timely to member e-mails and phone messages.
Member Support : Approximately 140,000 credit union members.
Supervisory responsibilities
The incumbent reports directly to the AVP, Member Service Center. The following staff may report directly or indirectly to the Supervisor :
- Member Service Center Senior
- Member Service Specialist I, II
- Member Service Representative I, II, III
- Technical Support Specialist
- Online Banking Specialist
- Member Service Center Assistant I, II
NATURE & SCOPE
Assists with directing the workflow of the eService's team and monitoring employee productivity.Reviews and interprets department statistical reports and takes appropriate action. Makes recommendations to resolve any issues or variances.Forecasts, creates and maintains department work schedules and reports.Manages department eService's helpdesk tickets.Trains, coaches and monitors staff to meet / exceed department and individual goals. Ensures that frequent staff meetings occur.Recommends and implements procedures. Effectively communicates and ensures new programs policies and procedures are followed by staff.Assigns, monitors, and reviews work assignments to ensure completion of duties according to established procedures and timeframes.Develops personnel by providing effective training, cross training, observing, counseling, timely and fair performance appraisals. Effectively motivates employees and maintains a positive team work environment.Monitors employees' productivity, job performance and conduct. Provides counseling and recommendations for appropriate disciplinary action.Ensures adequate staffing levels are maintained by effectively scheduling employee work hours. May review and approve / disapprove employees' time off.Interviews and recommends selection of new employee and promotion of existing employees.Responsible for assigning and completing various departmental side-jobs.Develops, recommends, revises and implements procedures to include training and reference resources for the call center.Identifies, troubleshoots, and recommends solutions and new product and services to Digital Commerce department.Liaison for more complex technical issues to third party service providers. Recommends departmental efficiencies.Assists with testing and implementing new products or services. Tests various online channels on end devices and effectively documents findings.Participates in special projects and interacts with various other departments and different levels of management.Adheres to credit union policies and procedures.Performs necessary steps to ensure BSA / AML compliance to reduce risk to the credit union.Performs other related and relevant duties as required.Education, skills, & abilities
The Eight Superpowers
Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.Applies creative problem-solving to provide clarity, handle resources under one's control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to : national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company's success.Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.Other Education, Skills, and Abilities
Bachelor's degree in Information Systems is preferred or equivalent combination of education and experience. One year technical / eService's experience and technical trouble shooting required. Financial institution and call center experience preferred.Good communication, conflict resolution and coaching skills; ability to demonstrate sound reasoning, judgment and decision making.Requires demonstrated leadership skills and the ability to effectively train, develop and motivate others. Acts as a role model for co-workers, displaying a professional and positive attitude at all times.Ability to interact effectively with co-workers, understand and follow policies and procedures, accept constructive criticism and lead and manage others.Experience working with Microsoft applications such as Word, Excel, Outlook and PowerPoint and windows operating systems.Strong reasoning and analytical skills and aptitude to resolve technical problems using deductive reasoning.Must be independent, innovative and have the ability to stay current with relevant technology.Advanced knowledge of Internet browsers, Online Banking, Mobile Devices, e-mail, and other general database applications.Ability to perform basic to intermediate troubleshooting with various end devices including desktops, laptops, tablets, and other mobile devices, and recommend actions based on findings.Proven ability to effectively troubleshoot various internet browser problems and the ability to communicate technical issues in layman's terms. Ability to recommend technical solutions.General knowledge and understanding of financial or credit union products and services preferred.Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.MAJOR ACCOUNTABILITIES
Support Member Service Center Manager.Supervise MSC eService's to ensure efficiency, accuracy and compliance.Motivate, coach, train and mentor eService's staff to excel and achieve goals.Adhere to key and dual control policies and procedures.Adhere to security and robbery procedures.Comply with policies and procedures.Forecast, create and maintain department schedules.Provide technical expertise and support to members and staff.PHYSICAL REQUIREMENTS
Excellent ability to communicate, both verbally and in writing; ability to tolerate periodsof continuous sitting.
ENVIRONMENTAL CONDITIONS
Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a call center environment.Note : Staff is expected to perform various tasks, projects and administrative duties as assigned.
Management reserves the right to assign or change duties and tasks to this position at their discretion.
Salary Range (annually)
Supervisor - $68,640.0000 - $79,795.0400
Assistant Manager - $72,391.2080 - $90,489.0100
Salary : $72,391 - $90,489
