Member Service Center Manager (onside/hybrid in Leominster, MA) Position Available In Worcester, Massachusetts

Member Service Center Manager (onside/hybrid in Leominster, MA) All One Credit Union 20 Adams Street, Leominster, MA 01453

Description:

The Member Service Center Manager is responsible for the overall success of the Member Service Center. This includes directing the ongoing activities of the department to provide optimal delivery of member service and to achieve all performance goals. The Member Service Center Manager is responsible for the oversight of the department’s operations and compliance to applicable policies, procedures and regulations.

Primary Responsibilities:

Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to members served by the Credit Union. 1. Oversees the daily activities of the Member Service Center to ensure the financial needs of all members are met within the MSC. Ensures efficient, effective and courteous delivery of member service through a variety of channels including telephone, email, chat and social media. 2. Actively develops the Member Service Center staff through ongoing coaching, mentoring and motivation to achieve assigned member service and sales goals. 3. Participates in hiring, salary and promotional recommendations. Conducts performance evaluations, as required. 4. Sets performance standards regarding service goals such as call times, delays, etc. And achieves or exceeds all assigned member service and sales goals. 5. Recommends appropriate solutions to meet member needs and provides excellent member service. When needed, consults with and/or makes referrals to product specialist who can assist in meeting specific member needs such as wealth management, IRAs, real estate and commercial lending, etc. 6. Completes all member requests including, but not limited to, account openings, personal, car and equity applications, mortgage applications, servicing requests and coordinates loan closings with branch managers. 7. Troubleshoots and reconciles problems and complaints referred by members and staff. 8. Utilizes knowledge of the industry and experience to assist in establishing the future direction and focus of the Member Service Center. 9. Monitors programs and procedures to ensure on-time delivery and member satisfaction. Maintains in-depth working knowledge of credit unions systems and processes. 10. Provides feedback and solutions regarding service or member concerns. Works with operational departments to ensure all members have accurate and timely information regarding their needs. 11. Works with Retail Management to develop and implement quality control programs including service standards and statistics for the department. 12. Keeps current of Credit Union policies and procedures, products and services. Ensures the department is informed; conducts periodic meetings to provide updated information as necessary. 13. Adheres to All One Credit Union policies and procedures. Responsible for compliance with the following regulations: BSA, OFAC, and other regulations as required.

Secondary Responsibilities:

14. Keeps informed of developments within the banking industry and regulatory environment relative to retail products and services. Attends meetings and seminars as needed. 15. Represents the Credit Union through participation in various CRA and community activities. Actively develops new business and promotes Credit Union services within the community. 16. Participates in assigned task forces or committees within the credit union.

Supervisory Responsibility:

The Member Service Center Representatives report directly to this position.

Work-Life Balance, Benefits & Compensation:

We understand the importance of work-life balance, and our programs give employees peace of mind. Employees at All One Credit Union are offered a comprehensive, affordable, and competitive benefits package including a rich 401K plan offering 100% of the first 5% 401K Match contribution and 3% 401K Safe Harbor contribution. Please review our full benefits package at all-onecu.com/about/careers/. This position is eligible to work from home remotely up to 2 day per week after 3 months of hire in accordance with the Work From Home Guidelines. The salary range for this role is between $76,143.80 – $95,179.75. Actual compensation will be determined based on experience and other factors as permitted by law.

Requirements:

Bachelor’s degree or its equivalent in coursework, training or experience. Five years’ experience in retail banking and consumer lending with strong knowledge of banking products, services, operations and compliance. Excellent leadership skills and proven ability to successfully lead and motivate a team. Must have excellent sales skills and proven ability to build and maintain member relationships. Working knowledge of call center operations is a plus. Must have exceptional communication, decision making, and organization skills. Working knowledge of Microsoft Office products is needed. Must be able to work a rotating schedule of Monday through Saturday. Must be registered with NMLS. Employees are expected to embody All One Credit Union’s core values in all interactions, fostering partnerships, trust, and community both internally and externally. This commitment supports a culture of inclusion and drives the achievement of All One’s goals. All One Credit Union is an Equal Opportunity Employer.