What we offer

• Health and dental benefits through Blue Cross Blue Shield, plus vision benefits through VSP
• 401(k) and Roth plan with a competitive employer match
• Robust Wellness Program
• Employee Recognition Program
• Fun, food, and events

Position Summary

The Head of Member Service Center requires strong leadership skills, strategic thinking, and a passion for developing a high performing team. The Head of Member Service Center is responsible for the successful operation, leadership, and daily oversight of the Member Service Center. This position will also be responsible for the implementation and utilization of new technology, and continuing to enhance the Member Service Center's ability to serve our membership.

Essential Responsibilities and Accountabilities

Member Service Center Operations

• Responsible for leading and directing the Member Service Center team and MSC Team Lead to provide extraordinary service to our members in the areas of account transactions, including loans and deposits, member inquiries, wire processing, digital banking, and problem solving within established policies and procedures of the credit union.
• Comprehensive understanding of the following applications: phone system, core system, digital banking, bill pay, debit card management, online account opening, wire origination, and dispute system. Understanding Glia or other digital call center systems a plus.
• Analyzes Member Service Center efficiency and identifies ways to increase productivity within the MSC and efficiencies for the organization.
• Oversees the maintenance and improvement of Member Service Center operations by monitoring team performance to ensure service goals.
• Works with Member Service Center Lead to create departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service Center transaction volumes to ensure compliance with service goals.
• Supports Member Service Center Lead and MSC Representatives in resolution of the most complex member inquiries/problems to ensure proper follow-up and member satisfaction.
• Looks for resolutions and solutions for product and service complaints by determining cause of the problem, and identifying both immediate and long-term solutions.
• Ensures compliance with Credit Union policies, procedures, and regulatory guidelines. Works with auditors, members, and other senior/department managers as necessary to resolve any related compliance, legal, or member issues/complaints.
• Oversees the maintenance and updates to the Member Service Center manual and procedures and implements new procedures as needed.
• Oversees the management of assigned systems and vendor relationships to ensure efficiency and proper maintenance of retail services, applications, and equipment.

Leadership/Team Development

• Leads, coaches, and motivates staff for maximum achievement of the department and individual goals, using open communication. Leads and supervises the staff responsibilities ensuring staff is skilled to perform all necessary functions, including meeting or exceeding member satisfaction standards and assigned service and growth goals.
• Ensures compliance with Credit Union policies, procedures, and regulatory guidelines. Works with auditors, members, and other senior/department managers as necessary to resolve any related compliance, legal, or member issues/complaints.
• Oversees collaboration with Learning & Development to develop new and continuously improve retail learning processes and procedures, coaching, and mentoring of existing and newly hired Member Service Center Representatives (MSCR) through People’s Credit Union training program.
• Works with Member Service Center Lead to evaluate employee performance, complete and document monthly one-on-one coaching and development meetings with MSCRs. Participates in completing and delivering annual reviews.
• Supports the Credit Union’s community involvement program through participation in activities as outlined; ensures appropriate staff level participation. Participates in local community organizations to aid in furthering business and member development.
• Effectively coaches and develops MSC Team Lead and Member Service Center team members to meet and/or exceed stated goals. This is done through regular one-on-ones, using data within Glia, call observations, and indirect observations via call monitoring weekly.

MSC Technology Solutions

Key Behavioral Competencies

Individuals effective at this competency can see the organization as connected and integrated systems and processes. They understand the general concepts of the organization and the business that it operates. They create and align processes as the business and organization changes and understand how a change in one area is connected to other areas in the organization. They are effective at using the interdependencies to create synergy within the organization.

Individuals effective at this competency are able to take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they are able to achieve goals. They make things happen.

Individuals effective at this competency exhibit good judgment and sound logic. They are able to identify the problem at its core, determine solutions, and make decisions. They are able to identify the core issues by gathering relevant information and including the appropriate individuals and sources to highlight the issue as well as outline solutions. They are committed to solving the issue by making a decision based on the information and taking action.

Individuals effective at this competency are continuously assessing talent and succession planning. They are able to identify strengths and weaknesses, assess potential, and clearly address individuals’ performance and potential with clear development goals, continuous coaching, identification of future roles, and delegation of appropriate development projects and assignments.

Knowledge and Skills

• At least five (5) years of progressive experience in banking leadership with at least 2-4 years of call center experience.
• Thorough understanding of retail deposit and loan products, services, procedures, and related state and federal regulations.
• Ability to obtain National Mortgage Licensing System (NMLS) registration required.
• Proven excellence in member service and leadership skills.
• Excellent oral and written communication skills.
• Experience in Windows, Microsoft Office, and Loan Origination Systems.

ADA Requirements

Physical Requirements

• Perform primarily sedentary work with limited physical exertion and regularly lifting cash box of up to 10 lbs. and coin bags up to 30 lbs. on occasion.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary (including weekends).
• Must be able to work additional hours whenever required or requested by management.
• Must be capable of regular, reliable, and timely attendance.

Working Conditions