Member Contact Center Manager

The Member Contact Center Manager directs and coordinates the operations of the Member Contact Center. Supervises the activities of Member Contact Center Reps. and ensures the delivery of timely, accurate, and high-quality service to members.

Department: Member Contact Center

Reports To: Director of Branch Operations

Classification: Exempt

Key Responsibilities:

• Supports senior management in achieving the goals established in the business plan.
• Monitors member contact center operating results relative to established goals and objectives to ensure positive results are attained.
• Maintains communications with main office; prepares and submits standard reports; attends scheduled management meetings.
• Directs, motivates, hires and disciplines Member Contact Center personnel; administers performance evaluations on-time and recommends appropriate personnel actions.
• Provides consistent coaching to assist in staff development, plans and coordinates monthly staff training programs, and conducts monthly coaching and counseling sessions.
• Maintains and develops a qualified staff sufficient to meet the needs of members.
• Develop, apply, and evaluate policies and procedures for the Member Contact Center.
• Supervise the processing of checks, VOD, deceased and new accounts within the MCC.
• Assist department employees by answering questions, solving problems and helping with complex work-related issues.
• Monitors all member contact center activities to ensure the department is in compliance with established credit union policies and procedures.
• Promotes respect and harmonious relations among Member Contact Center staff and with departments throughout the organization.
• Oversees the Infouser online new accounts.
• Attain and maintains up-to-date knowledge of all credit union products and services to better assist in the cross-training of department personnel, ensuring quality service to members.
• Maintain up to date knowledge of all credit union products and services.
• Ensures friendly, professional and accurate service and support is being provided to all members. Provides training and staff development for all direct reports to ensure that the MCC staff is educating our members on products and services TFCU offers.
• Maintain a smoothly functioning department that meets and can demonstrate compliance with regulatory standards.
• Stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC
• Performs other job-related duties as assigned.

Benefits:

Health, Dental, Vision, 401k, Long-term Disability, Life, Tuition Reimbursement, Paid Time Off (PTO) leave and paid holidays

Knowledge, Skills, and Abilities:

Experience

• Two years to five years of similar or related experience.

Education

• Associates or Bachelors degree preferred. A high school diploma or GED required.

Interpersonal Skills

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills

• Must have good communication skills (verbal and written). Proficient in using general office equipment such as computers, copiers/scanners, and calculators. Familiar with MS Office software (Word and Excel).

Other Requirements:

Physical Requirements

• While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Occasionally lift and move objects weighing up to 25 pounds.

Work Environment

• While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
• Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.