Member Service Center Supervisor

JOB Objective

This position is accountable for assisting the Member Service Center Manager with providing call center exceptional service, meeting organizational goals, staff development, implementation of policies and procedures and embracing the credit union’s Mission, Vision and Values.

DIMENSIONS

Direct Reports: Approximately 12 FTE to include Member Service Center Senior, Member Service Specialist I/ II and Member Service Representative I/II/III

Service Goals: Meet/exceed a 4.00 overall service rating, as per established service standards.

Member Support: Approximately 140,000 credit union members.

Department Goals: Meet/exceed established monthly/annual sales goals

o Monthly Average Speed of Answer in seconds, by queue:

§ Real Estate 20 or <

§ Consumer and New Account 20 or <

§ PC 25 or <

§ Service 30 or <

o # of consumer loans funded annually: 1,200 loans

o # of real estate loans funded annually 384

o New member annual goal: 540

Service Goals: Assist in meeting internal and external service goals to include Average Speed of Answer (ASA)

Sales Expectations: Assist in meeting/exceeding established monthly/annual department sales goals

Staff Supervision: Recommends adequate staffing levels to include hiring/termination

Supervisory responsibilities

This position reports directly to the Member Service Center Manager. The following staff report directly or indirectly to the Member Service Center Supervisor:

• Member Service Center Senior
• Member Service Assistant I, II
• On Line Banking Specialist
• Member Service Specialist I, II
• Member Service Representative I, II, III

NATURE & SCOPE

• Assists with directing the workflow of the call center, monitors queues, and employee productivity. Reviews and interprets department statistical reports and takes appropriate action and makes recommendations to resolve any issues or variances.
• Trains, coaches and monitors staff to meet/exceed department and individual sales and service goals. Ensures frequent sales meetings and contests occur.
• Assigns, monitors, and reviews work assignments of department staff to ensure completion of duties according to established procedures and timeframes.
• Recommends departmental efficiencies.
• Provides support with On-line Banking and Bill Pay programs.
• Ensures new account and loan processing are accurate and complete.
• Recommends and implements procedures. Effectively communicates and ensures new programs, policies and procedures are followed by staff.
• May process consumer and real estate loans.
• Assists with the development of personnel by providing effective training, cross training, observing, counseling, timely and fair performance appraisals, effectively motivating employees and maintaining a positive team work environment.
• Monitors employees’ attendance, job performance and conduct. Provides counseling and recommendations for appropriate disciplinary action.
• May ensure adequate staffing levels are maintained by effectively scheduling employee work hours. May review and approve/disapprove employees’ time off.
• May assist with interviews and recommends selection of new employees and promotion of existing employees.
• Responsible for assigning and completing various departmental side-jobs.
• Maintains all necessary department records in accordance with established procedures.
• Assists with the overall maintenance and appearance of the department facilities. Ensures an organized, safe and professional environment is maintained.
• Ensures department is compliant with internal audit procedures. Performs necessary steps to ensure BSA/AML compliance to reduce risk to the credit union.
• Exercises discretion and independent decision-making to ensure growth and soundness of the credit union.
• Conducts regular staff meetings and training sessions to enhance teamwork, share information, improve productivity and maintain proper security and operations.
• Ensures all correspondence is professional and accurate.
• FSCC – Trains and ensures staff is knowledgeable on all FSCC Policies/Procedures that are unique to CU Service Centers.
• Performs other relevant and related duties as required.

Education, skills, & abilities

• A Bachelor’s degree in Business/Financial Services is preferred or up to 5 years equivalent financial industry experience. One of the 5 years must be in a Senior or Lead position with lending experience. Call Center experience preferred.
• Must maintain registration as Mortgage Loan Originator (MLO) in compliance with the Secure and Fair Enforcement for Mortgage Licensing Act of 2008 (SAFE Act) and regularly provide this unique MLO registration number to all consumers as part of their daily work in mortgage lending.
• Good communication, conflict resolution and coaching skills; ability to demonstrate sound reasoning, judgment and decision making.
• Knowledgeable in sales and service, lending, regulations and security procedures.
• Requires demonstrated leadership skills and the ability to effectively train, develop and motivate others. Acts as a role model for co-workers, displaying a professional and positive attitude at all times.
• Ability to interact effectively with coworkers, understand and follow policies and procedures, accept constructive criticism and lead and manage others
• Ability to operate standard business machines such as computer, printer, fax, copier and telephonic devices.

MAJOR ACCOUNTABILITIES

• Support Member Service Center Manager to ensure sales and service goals are met.
• Supervise department to ensure efficiency, accuracy and compliance.
• Motivate, coach, train and mentor staff to excel and achieve goals.
• Adhere to key and dual control policies and procedures.
• Adhere to security and robbery procedures.
• Comply with policies and procedures.

PHYSICAL REQUIREMENTS

• Excellent ability to communicate, both verbally and in writing; ability to tolerate periods of continuous sitting.

ENVIRONMENTAL CONDITIONS

• Work is primarily performed within a cubicle office setting. Subject to standard background noise found in a call center environment.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned.

Management reserves the right to assign or change duties and tasks to this position at their discretion.

SALARY RANGE

$70,351.84 - $105,527.76