Manager, Member Service Center

Company: Alaska USA Federal Credit Union
Location: Anchorage
Posted on: January 27, 2023

Job Description:

Overview
Reports to: -Vice President, Member Service Center
Functions Supervised: -Member Service Center
Primary Functions: -Manage, direct, and control the operations of the Member Service Center operation with emphasis on member service and cross selling: to include personnel management.
Duties and Responsibilities:

• Responsible for the quality and performance of the Member Service Center, including the quality and accuracy of telephonic services.
  
• Ensure Member Service Center compliance with related laws, rules, regulations, policies and procedures.
  
• Maintain current knowledge of credit union services, pricing, related policies and procedures, general call center practices, and member service functions.
  
• Responsible for the personnel function within the Member Service Center including staffing, scheduling, general training, evaluation, policy and procedure compliance.
  
• Manage cost effectiveness of Member Service Center to include personnel related factors such as overtime and turnover.
  
• Monitor trends and recommend changes to enhance the quality, efficiency, and control of Member Service Center operations.
  
• Cross sell credit union services and perform marketing surveys as appropriate.
  
• Perform other duties as assigned.
  Qualifications
  Education: -Bachelor's degree in Business Administration or related field.
  Creditable Experience in Lieu of Education: -Not Applicable
  Experience/Skills: -Six-years experience with a financial institution with supervisory experience in operations, member service or call center. Ability to coordinate multiple activities simultaneously and demonstrate strong organizational and administrative skills. Thorough knowledge of call center regulations, credit union operations, services, and policies and procedures. Must have strong interpersonal, personnel management and communication skills, both verbal and written, and be able to motivate and supervise staff.
  Tenure: -Not Applicable
  Equal Opportunity Employer

Keywords: Alaska USA Federal Credit Union, Anchorage , Manager, Member Service Center, Executive , Anchorage, Alaska