Position SummaryThe Head of Member Service Center requires strong leadership skills, strategic thinking, and a passion for developing a high performing team. The Head of Member Service Center is responsible for the successful operation, leadership, and daily oversight of the Member Service Center. This position will also be responsible for the implementation and utilization of new technology, and continuing to enhance the Member Service Center's ability to serve our membership.
Essential Responsibilities and AccountabilitiesMember Service Center Operations- Responsible for leading and directing the Member Service Center team and MSC Team Lead to provide extraordinary service to our members in the areas of account transactions, including loans and deposits, member inquiries, wire processing, digital banking, and problem solving within established policies and procedures of the credit union.
- Comprehensive understanding of the following applications: phone system, core system, digital banking, bill pay, debit card management, online account opening, wire origination, and dispute system. Understanding Glia or other digital call center systems is a plus.
- Analyzes Member Service Center efficiency and identifies ways to increase productivity within the MSC and efficiencies for the organization.
- Oversees the maintenance and improvement of Member Service Center operations by monitoring team performance to ensure service goals are achieved.
- Works with Member Service Center Lead to create departmental schedules to ensure adequate coverage based on historical statistics, anticipated call and Member Service Center transaction volumes to ensure compliance with service goals.
- Supports Member Service Center Lead and MSC Representatives in resolution of complex member inquiries/problems to ensure proper follow-up and member satisfaction.
- Looks for resolutions for product and service complaints by determining cause of the problem, and identifying both immediate and long-term solutions.
- Ensures compliance with Credit Union policies, procedures, and regulatory guidelines. Works with Head of Retail, Head of Retail Operations, and other department managers as necessary to resolve any related compliance, legal, or member issues/complaints.
- Oversees the maintenance and updates to the Member Service Center manual and procedures and works with Head of Retail and Head of Retail Operations to implement new procedures as needed.
- Oversees the management of assigned systems and vendor relationships to ensure efficiency and proper maintenance of retail services, applications, and equipment.
Leadership & Culture- Models People's Credit Union's values and purpose in all interactions, decisions, and leadership practices.
- Continuously develops expertise and leverages industry trends to strengthen performance and align with the Credit Union's strategic direction.
- Champions financial literacy and transparency internally, helping all employees understand how their work contributes to PCU's success.
- Serves as a visible leader and ambassador of PCU's mission in the community and the credit union movement.
- Communicates organizational updates and initiatives to staff in a timely and effective manner.
- Maintains a positive leadership role with staff and works to foster a culture of trust, collaboration and accountability.
- Effective management in creating highly motivated, well-trained staff.
- Ensures all employees have appropriate training and development plans including the recommendations of appropriate external and internal training as necessary for staff development.
- Works with Member Service Center Lead to evaluate employee performance, complete and document monthly one-on-one coaching and development meetings with MSCRs. Completes and delivers annual reviews.
MSC Technology Solutions - Oversees overall call monitoring, scorecards, and call-routing opportunities to streamline, digitize, and automate processes in the Member Service Center.
- Oversees overall management of the digital member service channels to enrich member touchpoints utilizing chat, messaging, phone, co-browsing, social, online voice, and video using any combination of AI and Member Service Center representatives.
- Leads the implementation of new call center technologies, promotes the adoption and usage of existing technologies to ensure maximum achievement of member satisfaction.
- Proactively identifies and leads the ongoing updates to existing technologies being used, keeping the Member Service Center team and branch agents up to date with updates and changes.
National Mortgage Licensing System (NMLS) Registration- Apply for and successfully maintain NMLS registration
- Completion of all assigned trainings per regulations set forth by SAFE Act
- Completion of annual registration renewal process
Key Behavioral CompetenciesOrganization Process Thinking Individuals effective at this competency can see the organization as connected and integrated systems and processes. They understand the general concepts of the organization and the business that it operates. They create and align processes as the business and organization changes and understand how a change in one area is connected to other areas in the organization. They are effective at using the interdependencies to create synergy within the organization.
Influence Individuals effective at this competency are able to read people and situations to skillfully direct, persuade, and motivate others. They customize their communication to the audience and create trust by transparency, honesty, and dealing with all situations with competence and a sense of fairness.
Initiative Individuals effective at this competency are able to take effective action without being directed. When they see a need or are given a goal, they take full ownership and act on it without waiting for someone to tell them what to do or how. They seek out guidance when needed so they are able to achieve goals. They make things happen.
Problem Solving and Decision Making Individuals effective at this competency exhibit good judgment and sound logic. They are able to identify the problem at its core, determine solutions, and make decisions. They are able to identify the core issues by gathering relevant information and including the appropriate individuals and sources to highlight the issue as well as outline solutions. They are committed to solving the issue by making a decision based on the information and taking action.
Talent Development Individuals effective at this competency are continuously assessing talent and succession planning. They are able to identify strengths and weaknesses, assess potential, and clearly address individuals' performance and potential with clear development goals, continuous coaching, identification of future roles, and delegation of appropriate development projects and assignments.
Knowledge and Skills- At least five (5) years of progressive experience in banking leadership, with at least 2-4 years of call center experience.
- Thorough understanding of retail deposit and loan products, services, procedures, and related state and federal regulations.
- Proven excellence in member service and leadership skills.
- Excellent oral and written communication skills.
- Experience in Windows, Microsoft Office, and Loan Origination Systems.
- National Mortgage Licensing System (NMLS) registration required
ADA RequirementsPhysical Requirements
- Perform primarily sedentary work with limited physical exertion.
- Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary (including weekends).
- Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator
- Must be able to work additional hours whenever required or requested by management.
- Must be capable of regular, reliable, and timely attendance.
Working Conditions
- Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
- Must be able to prioritize work, maintain engagement and productivity in a remote work environment.
