Senior Member Service Center Team Manager
Company: AlaskaUSA Mortgage Company
Posted on: June 6, 2021
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
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
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