Overview

PenFed is hiring a (Hybrid) Manager, Service Unit at our San Antonio, Texas Service Center. The primary purpose of this job is to manage the day to day operations of a phone unit. This role will maintain accurate tracking of the performance of assigned inbound service center unit to consistently meet or exceed current standards, and this role will be responsible for performance and productivity for all member contact functions.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Responsible for stated objectives, goals and performance standards for assigned unit and ensuring that goals are met and/or exceeded. Collaborate with service center management staff in the development and support of both corporate and business unit-level initiatives, provide support to the Operations project management team as well as assist with merger transitions as required.
• Oversee the assigned tasks and unit employees to include, but not limited to, recruitment, scheduling, task completion, inbound call optimization, performance evaluations, and provide guidance on highly complex issues. Responsible for management of team to ensure all internal standards are met in a compliant manner in accordance with applicable regulations, guidance, and established standard levels of service.
• Drive the strategy of the unit and ensure corporate strategic initiatives are supported, and that processes are aligned with division targets in an efficient and effective manner.
• Coordinate with SVP Service Center and Director to ensure coverage for Unit Manager absences during business hours to include coordinating and scheduling personnel for specified shifts and/or providing direct coverage for the service center as needed in addition to the incumbent's typical work schedule in order to ensure adequate coverage of all shifts.
• Participate in business unit and corporate initiatives as assigned to include coordinating and conducting team meetings regularly to review current marketing promotions, credit union initiatives, performance results of unit or organization, and provide training or re-training on credit union procedures and technical processes.
• Provide information to members with respect to financial services offered by the credit union, answer member inquiries via telephone as necessary regarding PenFed's share and loan products and accounts. Expedite calls and ensure quality member service with each interaction and provide assistance to unit team members in the resolution of complex member account problems and/or questions, making decisions as appropriate in a professional, accurate, and timely manner.
• Responsible for the successful performance of assigned personnel by consistently mentoring staff in sales, productivity, quality, job knowledge, and innovation.
• Perform management responsibilities such as schedule administration, enforcement of policies and procedures, and ensuring assist line and escalation calls are handled in a timely manner and with high levels of member service. Implement performance management, including coaching on a regular and frequent basis, counseling, employee discipline, communicating job expectations for all assigned team member and participating in scheduled training and personal development opportunities.
• Monitor and troubleshoot technology and process issues, escalating any issues impacting Service center Operations that may occur to avoid member service disruption.
• Ensure that financial transactions performed are compliant with policies and procedures. Provide support for First Call Resolution, working with assigned supervisors and team members to address member inquiries professionally, and within target service levels.
• Participate in the Quality Assurance (QA) process for the unit, including regular one-on-one stat reviews and performance evaluations.
• Ensure that related programs, policies and procedures are followed in accordance with federal and state regulations, organizational standards, and guidelines.
• Conduct root cause analysis reviews and problem solve for internally and externally raised member issues; address identified issues by conducting research and analysis of presented issues and provide a sound resolution through various forms of communication.
• Engage with product owners and other business units to identify and resolve systemic and member related issues.
• Keep informed of new ideas and developments through publications, membership in professional organizations, and contact with other financial institutions.
• Review competitive market practices and provide recommendations to Senior Leadership concerning adjustments to programs in related areas.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's Degree in a related field or a combination of education and experiences that provides the necessary skills and knowledge to satisfactorily perform the essential job functions, advanced degree preferred.
• Minimum of eight (8) years of work experience with three (3) to five (5) years' progressively responsible supervisory/work experience within Operations in a financial institution; at least two (2) years' of PenFed work experience in an Operations role preferred.
• Strong experience in coaching, developing, and leading a service center team or individuals in a service center environment are required.
• Excellent verbal and written communication skills, with an ability to review complex issues and make sound decisions, is required.
• Detailed knowledge of PenFed operations preferred.
• Experience with automation or A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites may be required.

Pay Transparency
The anticipated starting salary range for this role is $69,000.00 - $100,556.00
This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

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