Under the general guidance of the Senior Vice President of Retail Delivery, responsible for the day-to-day operation of the Member Solutions Center to include staffing, scheduling, productivity, service levels, and sales. Updates and develops Member Solutions Center policies and procedures; performs project management duties on Member Solutions Center projects. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself, and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other Administrative, Member Services, and Managerial duties as assigned by the Senior Vice President of Retail Delivery.
Essential Functions & Responsibilities:
Directs the activities of the Member Solutions Center to ensure Apple FCU members receive superior service from a trained, motivated, and professional staff by via telephone and digital communication channels. Develops action plans to correct any noted deficiencies.
Monitors activity within the departments to ensure service expectations are being met consistently. Establishes and maintains key metrics that measure overall performance of each department in meeting member's needs. Develops proactive plans and approaches to meet identified needs.
Establishes sales and cross-sales goals for the Member Solution Center. Holds staff accountable in reaching the sales targets through the establishment of review goals that mirror the expectations.
Ensures regular, ongoing feedback is being provided to staff by the leaders in these areas.
Ensures that all staff members are knowledgeable of Apple FCU products and services, including all features and benefits, forms, operational procedures, lending guidelines, data input, telephone techniques, rates, etc. Ensures all staff members are up-to-date on any changes impacting the delivery of member services.
Analyzes Member Solution Center statistical information, provides monthly reports on major benchmark measurements. Establishes achievable stretch goals and motivates employees to reach goals.
Interviews, schedules, assigns work, ensures proper staff training, establishes performance expectations, and monitors results. This includes developing staff in their current position as well as for promotional opportunities. Maintains required personnel documentation used to monitor staff performance. Coaches and counsels staff as necessary.
Oversees Member Solution Center Loan Department. Through the Director of MSC Lending Operations, reviews work to ensure compliance with Apple FCU policies and procedures, accuracy, and completeness. Responsible for ensuring that all loan applications received by Member Service Center on a daily basis are initially processed, decisions and/or disbursed within the credit union standard of service timeframe.
Knowledge and Skills:
Experience Five years' experience in Member Service Center management role with strong knowledge of phone systems and Member Service Center metrics.
Minimum five years of financial institution experience required.
Education Bachelor's degree required, preferably in Business, Finance, or related field.
Interpersonal Skills Must possess excellent organization and planning skills.
Must be able to function in a teamwork environment and work successfully across corporate divisions.
Other Skills Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Experience and proven ability to positively develop employees through coaching, motivation, action plans, and when necessary, progressive discipline.
Knowledge of credit union products, services, policies, and procedures preferred.
Knowledge of financial institution core processing systems and Customer Relationship Management systems desirable.
Physical Requirements The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.
Some limited travel may be required.
Work Environment Ability to function in a financial institution environment.
