Member Service Center Supervisor

Overview Senior Manager, Talent Acquisition at California Coast Credit Union I PHR. 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. Base pay Base pay range: $68,640.00/yr - $79,795.04/yr 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 Key metrics: Monthly Average Speed of Answer in seconds by queue; consumer and new account Number of consumer loans funded annually: 1,200 Number of real estate loans funded annually: 384 New member annual goal: 540 Sales & service goals: Assist in meeting internal and external service goals and 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 Assistant I, II. 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. Trains, coaches and monitors staff to meet/exceed department and individual goals; ensures regular sales meetings and contests. Assigns, monitors, and reviews work assignments of department staff to ensure completion of duties. Provides support with On-line Banking and Bill Pay programs; ensures new account and loan processing are accurate and complete. Recommends and implements procedures; communicates and ensures new programs, policies and procedures are followed by staff. May process consumer and real estate loans. Assists with development of personnel through training, coaching, and performance appraisals; fosters a positive team environment. Monitors attendance, performance, and conduct; provides counseling and disciplinary recommendations as needed. May assist with staffing decisions and scheduling; may review and approve time off. May assist with interviews and selection of new employees and promotions. Maintains department records and supports department facilities and security. Ensures compliance with internal audit and BSA/AML procedures; supports risk management. Conducts staff meetings and training to enhance teamwork and productivity. Ensures professional and accurate correspondence; trains staff on CU Service Center policies. Performs other related duties as required. Education, skills & abilities A Bachelor’s degree in Business/Financial Services preferred or up to 5 years of 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 Mortgage Loan Originator (MLO) registration in compliance with SAFE Act and provide the MLO registration number as part of daily work in mortgage lending. Good communication, conflict resolution and coaching skills; sound judgment and decision making. Knowledgeable in sales, service, lending, regulations and security procedures. Note: Management reserves the right to assign or change duties and tasks to this position at their discretion. 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 policy, dual control, security and robbery procedures. Comply with policies and procedures. Physical requirements Excellent verbal and written communication; ability to tolerate periods of continuous sitting. Environmental conditions Work is primarily in a cubicle office setting with standard call center background noise. Note: Staff is expected to perform various tasks and duties as assigned. Salary range (annually): $68,640.00 - $79,795.04 Seniority level Mid-Senior level Employment type Full-time Job function Customer Service and General Business #J-18808-Ljbffr Cal Coast Credit Union