Manager, Member Service Center
Company: Alaska USA Federal Credit Union
Posted on: January 25, 2023
Reports to: -Vice President, Member Service Center
Functions Supervised: -Member Service Center
Primary Functions: -Manage, direct, and control the operations of
the Member Service Center operation with emphasis on member service
and cross selling: to include personnel management.
Duties and Responsibilities:
- Responsible for the quality and performance of the Member
Service Center, including the quality and accuracy of telephonic
- Ensure Member Service Center compliance with related laws,
rules, regulations, policies and procedures.
- Maintain current knowledge of credit union services, pricing,
related policies and procedures, general call center practices, and
member service functions.
- Responsible for the personnel function within the Member
Service Center including staffing, scheduling, general training,
evaluation, policy and procedure compliance.
- Manage cost effectiveness of Member Service Center to include
personnel related factors such as overtime and turnover.
- Monitor trends and recommend changes to enhance the quality,
efficiency, and control of Member Service Center
- Cross sell credit union services and perform marketing surveys
- Perform other duties as assigned.
Education: -Bachelor's degree in Business Administration or related
Creditable Experience in Lieu of Education: -Not Applicable
Experience/Skills: -Six-years experience with a financial
institution with supervisory experience in operations, member
service or call center. Ability to coordinate multiple activities
simultaneously and demonstrate strong organizational and
administrative skills. Thorough knowledge of call center
regulations, credit union operations, services, and policies and
procedures. Must have strong interpersonal, personnel management
and communication skills, both verbal and written, and be able to
motivate and supervise staff.
Tenure: -Not Applicable
Equal Opportunity Employer
Keywords: Alaska USA Federal Credit Union, Glendale , Manager, Member Service Center, Executive , Glendale, Arizona
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