Member Service Center Team Manager

Overview

Reports to: Varies by location

Functions Supervised: Manage, direct and control the operations of the Member Service Center with an emphasis on service delivery, member advocacy and staff development.

Duties and Responsibilities:

Responsible for providing prompt, professional, helpful, knowledgeable and courteous member service. Coach, lead and motivate MSC employees; promote participation in recommendation of products and services. Meet with employees regularly to establish and reinforce department and organizational goals. Ensure compliance with credit union marketing, image and service delivery goals within area of responsibility. Responsible for quality and accuracy of fulfilling member requests. Responsible for the security, accountability and control of negotiable items. Coordinate the personnel functions with the Assistant MSC Team Manager to include scheduling, training, performance evaluations, employee morale and policy compliance. Support helplines dedicated for complex requests and escalated calls. Provide support to staff by training and developing; coach, lead and motivate specialists. Assume responsibility for the Member Service Center as assigned. Perform duties of Assistant Member Service Center Team Manager. Perform other duties as assigned.

Qualifications

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not Applicable

Experience/Skills: Strong communications and personnel management skills required. Capable of working independently and exercising sound judgment as related to primary functions. Requires strong interpersonal skills and leadership abilities. Directly related work experience and/or accelerated training completion may be substituted for tenure.

Tenure: Not Applicable

Compensation

Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.

Salary Pay Range: 09

$69,557 - $112,677 annually

Benefits

• Short-term and long-term incentives
• Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
• 401(k) plan with a 5% match
• Employee Assistance Program (EAP)
• Life and disability coverage
• Voluntary cash benefits for accident, hospitalization and critical illness
• Tuition Reimbursement
• Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
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Equal Opportunity Employer