Manager Member Sales and Service

About the Role

The Manager Member Sales & Service Center provides leadership, daily supervision, and coaching to Member Sales and Service Center staff. This position ensures superior member service, sales goal achievement, and department efficiency while implementing strategic initiatives aligned with organizational values and industry trends. The role involves coaching and mentoring staff, resolving member escalations, managing the MSC Contact Center as a Solution (CCaaS) platform suite, and driving continuous improvement in processes and technology.

Responsibilities

• Ensure team success in achieving Member Sales and Service Center sales goals, delivering superior member service across multiple channels, and maintaining high-performance standards for direct reports. Time: 40%
• Coach and train MSC staff to improve sales performance, service skills, product knowledge, and policy/procedure competencies, ensuring member satisfaction.
• Oversee daily functions such as monitoring agent availability, resolving member escalations, and maintaining wait times and abandonment rates within SLA. Time: 40%
• Manage hiring, onboarding, and annual performance appraisals for MSAs.
• Design, continuously improve, and manage the MSC technology suite, including the CCaaS solution.
• Conduct on-the-job training to ensure successful onboarding and retention of MSC staff.
• Resolve escalated member calls and complex member problems or system issues while maintaining high-quality service and member satisfaction. Time: 10%
• Lead or participate in MSC-specific or enterprise-wide projects to improve processes and gain efficiencies. Collaborate with other Credit Union stakeholders to implement time and procedural efficiencies. Time: 10%
• Handle stretch assignments, participate in project teams, and perform other duties as assigned.

Requirements

• Bachelor’s degree in business, finance, or a related field or two years of related work experience.
• 3-5 years of proven managerial experience or equivalent work experience and/or 3-5 years of Contact Center as a Solution (CCaaS) technical experience.
• Prior experience in a financial institution, including lending, is desired.
• NMLS registration required.

Skills

• Excellent listening, communication, and problem-solving skills.
• Leadership skills in team development.
• Working knowledge of quality service components.
• Ability and willingness to adapt to change and maintain confidentiality.
• Ability to develop and implement effective policies and procedures.
• Demonstrated competencies in:
  • Courage and drive for results
  • Customer focus
  • Integrity and trust
  • Self-development and business acumen
  • Innovation management
  • Developing direct reports and others
  • Managing through systems
  • Organizational agility
  • Building effective teams
  • Problem-solving
• Ability to analyze and evaluate information, use good judgment, and make sound decisions quickly.
• Ability to work and reason under pressure, prioritize in a multi-task environment, and maintain a positive attitude and professional image.
• Ability to interpret lending guidelines and regulations.
• Demonstrated understanding of guidelines necessary to generate consumer loans.
• Capable of creatively implementing new products and motivating staff.
• Proven problem-solving abilities.

Physical Demands

Work involves standing and walking for brief periods, though most tasks are performed seated. Potential for eyestrain from reading detailed printouts and computer screens. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

Work is primarily performed in a climate-controlled office environment with moderate noise levels from standard office equipment. No known environmental hazards are encountered. The length of the workday may be unpredictable, with potential for long hours to accommodate deadlines, meetings, or other requirements. Periodic overnight travel may be required.