Senior Member Service Center Team Manager

Company: AlaskaUSA Mortgage Company
Location: Glendale
Posted on: June 6, 2021

Job Description:

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. Assist in operational training of Member Service Center staff to include regular call monitoring and electronic service delivery. Communicate effectively across all channels to include phone, social media, email and chat. Maintain current in depth knowledge of and assist to incorporate regulations and best practices related to card services and electronic/digital service to members into procedures and training. Maintain a collaborative communication style and act as a liaison between various operations support departments and/or marketing and the MSC to streamline processes, review systems enhancements and make recommendations to incorporate enhancements into MSC procedures, processes and service delivery methods related to card and electronic/digital service to members. Assist with risk assessments related to card services and/or electronic/digital service to members. Maintain department team site. Assist with tracking and reporting of Member and Employee Recommendations. Review current procedures, make recommendations to eliminate duplication of efforts, streamline processes and assist to coordinate changes across business lines as assigned. Perform duties of 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

Equal Opportunity Employer

Keywords: AlaskaUSA Mortgage Company, Glendale , Senior Member Service Center Team Manager, Other , Glendale, Arizona