Mgr Member Service Center

The Manager, Member Service Center is responsible for supervising and coordinating the daily operations of the full-service Member Service Center to effectively service members who conduct loan, savings, transactional, account maintenance and financial services by telephone, mail, fax, chat and digital services via alternative delivery systems. This position ensures these services are in compliance with State and Federal regulations and Tower Federal Credit Union (Tower) policies, procedures and audit guidelines. This position acts as Assistant Vice President in incumbent’s absence and must be aware of all department security and emergency procedures and be able to administer the credit union’s Automated Call Distribution (ACD), Call reporting, Call recording and telephone message systems.

Responsible for managing and coordinating the daily operation of the Member Service Center to ensure that multiple time sensitive functions are completed in a timely manner.  Also ensures that members receive consistently high quality digital services, loan, savings, transactional, account maintenance and financial services.

Selects, trains, motivates and evaluates staff to ensure they are capable of satisfying a large number of varied member needs, requests and problem resolutions. Responsible for managing multiple shifts of full-time and part-time staff to meet operational needs, controlling turnover and for developing their staff to their full potential.

Ensures the physical security of the Member Service Center which includes controlling access to safe, negotiable instruments and sensitive member documents and data. Also ensures that staff are adequately trained in emergency, security and disaster recovery procedures.

Maintains accounting accuracy of the department through the daily balancing of MSCS system transactions, negotiable instruments, department transaction records and reports. Participates in internal audits and implements internal auditing procedures within the department to ensure control of information, records and negotiable items.

Has primary responsibility for drafting and/or developing, implementing and monitoring procedures to prevent online wire transfer, phone, email, chat, mail, digital services fraud and to ensure ease of operations within the Member Service Center.  Ensures all operations are compliant with Tower policies and procedures and State and Federal regulations to safeguard the assets and member accounts of Tower. 

Works with Assistant Vice President, Member Service Center to develop and maintain a cross sells program that is effective within a remote member services environment. Has primary responsibility for coaching and measuring staff responsible for cross sells and for attaining cross sells and growth goals for deposits, loans and other designated services as set forth by Senior Management.

Operates unique digital, call center and remote technologies such as Digital Banking platform, digital chat and email platforms, digital services, Automated Call Distribution system to include reporting and recording, telephone messaging systems on a daily basis. In the absence of the Assistant Vice President, Member Service Center also administers these systems.

Contributes to the growth of Tower by providing timely and accurate information related to MSC operations and member feedback on Tower’s products and services, conducting research on member services issues and participating in projects and action items assigned in furtherance of Tower’s strategic plan.

Resolves more complex operational and member problems, advising members and staff using obtained working knowledge of financial services.  Provides guidance on a wide variety of issues and uses independent discretion to deal with member needs and exceptions as well as interpretation of policy and procedures.

Responsible for the selection of the unit’s personnel and for directing, training, motivating, and evaluating the staff.  Responsible for identifying performance deficiencies, coaching employees, instituting remedial actions when appropriate and monitoring the achievement of development plans.

Informs and updates the MSC staff about Tower policy and procedure changes, government regulation changes, new products and services and changes in organizational goals so that they are able to respond to the members’ needs.

Effectively provides services to remote members and multiple (SEG) employees with more complex service needs compared to individual (DOD) sponsor employees.

Responsible for making independent decisions without the back-up support of departmental headquarters staff/management (evenings and weekends).  The MSC is open for member service during hours in which there is no operational support at headquarters.

Monitors the Member Service Center’s delivery systems and recommends and implements changes to improve efficiency and member service and actively pursues opportunities that could positively influence Tower’s operation or growth.

Responsible for the daily balancing of MSCS system transactions, negotiable instruments, department transaction records and reports. Participates in internal audits and implements internal auditing procedures within the department to assure control of information, records and negotiable items.

Provides input and is responsible for implementing disaster recovery procedures should the need arise as remote member service will be critical should there be a disaster.

Responsible for analyzing statistics and data from the Automated Call Distribution system (ACD), real time call reporting system, system reports and other sources to ensure sufficient daytime and extended hours staffing to handle call, loan and new account volume.  Responsible for maintaining a call abandonment rate that is within industry standards.

Uses, manipulates and provides guidance to staff on all digital platforms, unique call center and remote technologies such as digital banking, chat, secure email, bill pay, Transfer Now, Zelle, Remote Deposit Capture, Automated Call Distribution to include reporting and recording, telephone messaging and online account opening systems on a daily basis. Administers and trouble shoots these systems in the absence of the Assistant Vice President, Member Services.

Regularly monitors and evaluates member calls into the MSC to assist with coaching and evaluating staff, to help individual members resolve issues and to gauge the overall effectiveness and quality of the department’s member service.

This position is responsible for attaining department growth goals for deposits, loans and other designated services as set forth by Senior Leadership. 

Provides timely and accurate information and research related to the Member Service Center and member feedback on Tower’s products and services for evaluation of progress towards goals and objectives.  This includes analyzing and preparing reports on an ongoing basis.

Frequent and active participant in departmental and corporate projects and action items assigned in furtherance of Tower’s strategic plan as assigned by the Assistant Vice President Member Services and/or Chief Executive Office.

Responsible for managing key software vendor relationships, in conjunction with the Member Service Center Assistant Vice President, for phone/digital products and services.

Provides input to annual budget and runs operation to stay within approved budget.

Bachelor’s degree with 2-4 years of relevant experience

Minimum of 3 years of previous supervisory experience.

Or combination of education and related experience

In-depth customer service experience

Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations, to understand and analyze financial and operational data

Proficiency in reconciling and balancing transaction records

Ability to apply basic accounting rules and procedures

Ability to operate a PC in a Microsoft Windows environment to include Microsoft Office applications (Word, Excel), to create, edit and format word-processing and spread sheet documents using formulas and data tools, including graphs and to assist others with such operation.

Proven ability to become and maintain proficiency in the technical operations and administration of our Avaya Automated Call Distribution, CMS call reporting, Contact Recorder call recording, Andera online account opening systems and other call center technologies.

Ability to write read and interpret procedure manuals (operational and technical), to interpret a variety of technical instructions, to write reports, business correspondence and internal communications

Ability to read, analyze and interpret business periodicals, professional journals, technical procedures, statistical reports and government regulations

Ability to exchange information in one-on-one situations with employees or members and explanation or instruction and effectively respond to questions in one-on-one situation either in person or over the phone

Ability to convey/present information effectively to groups and to respond to questions from a diverse audience

Ability to proactively solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to define problems, collect data, establish fact and draw valid conclusions.

Ability to develop solutions for problems with abstract variables in ambiguous or novel situations

Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Ability to focus on detail and verify accuracy of numbers and text

Ability to troubleshoot and resolve member and staff issues/problems related to our ACD, call reporting, call recording, online account opening systems and other call center technologies

Ability to prioritize tasks and diverse job assignments, complete daily job assignments and meet established deadlines while participating on project teams.

Ability to develop action plans and organize workload to accommodate competing demands.

Ability to effectively work under stress, to successfully work on multiple and concurrent tasks in a high stress call center environment

Ability to routinely monitor call center technologies and make rapid and frequent adjustments in tasking and staffing to accommodate changing call volumes

Ability to respond to sensitive inquiries and complaints in a timely, effective manner.

Ability to maintain sensitive and confidential information and to resolve controversial and delicate matters skillfully

Ability to interact effectively and professionally with colleagues, supervisors, outside vendors, auditors and regulators

Ability to motivate others to take action, provide constructive feedback and coach others.

Ability to facilitate group discussions and encourage the expression of diverse ideas.

Ability to provide excellent customer service

Ability to recognize opportunities to cross sell products and the skill to successfully sell those products to eligible members and the ability to coach subordinates to do the same.

Has knowledge of and adheres to credit union policies and procedures and all regulations related to the bank Secrecy Act, the USA Patriot Act and OFAC.

Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

Ability to lift up to 15 lbs, with or without assistance, in compliance with ADA.