ASSISTANT MRC MANAGER

General Summary

The primary function of this position is to supervise and drive the department that is responsible for providing a seamless member experience to credit union members that are outside of the branch setting. This position will play a crucial role in meeting our members’ needs on both the service and lending side of the member experience. 

Essential Functions

• Ensure team delivers service, to both internal and external members, in alignment with the credit union’s purpose statement: We’ll Help You Get There, Wherever That May Be. 
• Identify areas of improvement within the department while actively and appropriately coaching and training.
• Perform monthly one on one meetings with each employee to review previous month’s performance, and to set goals for the coming month. 
• Ensure that the department meets/exceeds sales and service goals as established by the Credit Union Score Card. 
• Develop each employee to their highest potential by identifying areas in need of improvement. Provide coaching, training or corrective action as required while also recognizing employees who perform at a high level. 
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Assign, direct, coordinate and review work performed by staff.
• Maintains a highly motivated, well-trained staff maintaining effective employee relations.
• Remains current on legal, regulatory, economic, competitive and technological environments which may affect the member resource center function and ensures that all employees follow applicable federal, state and credit union regulations.
• Maintain and review processes and procedures to improve effectiveness and efficiencies in Department.      
• Develop, maintain, and monitor inter¬nal controls and policies/procedures.
• Perform monthly quality assurance monitoring of calls and review performance against standards with MRC team members to insure an exceptional member experience. Provide daily feedback to the staff about their performance. Complete and maintain daily, weekly, and monthly reporting.
• Ensure that Digital Experience Officers complete loan applications in an accurate and timely manner. 
• Manage workflow and quality response to member inquiries received via online channels, including but not limited to opening new accounts, processing loan applications, and maintenance of member data and accounts. 
• Conduct daily reviews of all leads in the lead management center to ensure that members are being served in a timely manner. 
• Conduct employee performance meetings, coordinating goals and development plans with the assistance of the Member Resource Center Manager. 
• Ensure adequate staffing for efficient department operations. Conduct interviews and coordinate hiring decisions in conjunction with Member Resource Center Manager and Human Resources.
• Ensure proper coverage on all contact channels such as phone, video and chat during the day. Manage handle times and talk times on a day-to-day basis to ensure members are assisted as defined by departmental goals. 
• Ensure that Digital Experience Specialists complete incoming faxes, incoming mail such as payments and insurance notices, return mail, online messages and other duties in a timely manner.
• Maintain and ensure the front desk of Silver Lake has coverage and duties are completed.
• Provide coverage on digital contact channels and in loan queues as necessary. 
• Ensure team members are signed up for required training sessions. Provide instruction regarding policy, procedure, and service and product offerings. 
• Must have a strong understanding of products and procedures to be the trusted resource for the staff on their team.
• Must be proficient in both the member experience and the lending side of the member resource center. 
• Identify and communicate member experience concerns to management.
• Interact and communicate with all team members both in and outside of the department. 
• Provide coverage to other branches as required. 
• Consistently look for ways to improve the process.
• Ensure staff cooperation during branch audits.

• Requires education equivalent to a four-year high school education, plus some additional post-secondary technical coursework. 
• At least 4 years of experience in credit union or financial service industry required.
• Consumer lending experience required.
• Requires judgment to apply broader aspects of established practices to situations, which go beyond clear, concise guidelines.
• Work requires intermediate working knowledge of PC applications (Word, Excel, MS Outlook).  
• Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is occasionally required to stand, walk, bend, kneel, and reach above or at shoulder level. The employee must occasionally lift/push/pull and/or carry up to 10 pounds.