Alaska USA Employment Opportunities

Job Details

Requisition Number 19-0724
Post Date 9/9/2019
Title Member Service Center Team Manager - AZ
Position Type Full Time
Company Alaska USA Federal Credit Union
Location Glendale Ops Center
City Glendale
State AZ
Minimum Salary Grade Category 09: depending on experience
Work Hours Monday - Friday: 6:00 am - 3:00 pm
Regular Schedule is five 8 hour days? Yes

Reports to: Vice President, Operations Center

Functions Supervised: Telephone Services

Primary Functions: Supervise telephonic member services to ensure the delivery of prompt, professional, knowledgeable and courteous service.

Duties and Responsibilities:

  1. Responsible for the quality and accuracy of telephonic transactions and operations, including achievement of service factor standards.
  2. Answer member telephonic inquiries and ensure proper disposition of member requests.
  3. Maintain a current in-depth knowledge of credit union services, policies and programs.
  4. Ensure department compliance with established policies and procedures. Perform routine call monitoring and communicate results with Member Service Center personnel.
  5. Coordinate the personnel function for Member Service Center personnel under the guidance of the Vice President, Operations Center including staffing, scheduling, training, and the appropriate communication of performance expectations and corresponding evaluations.
  6. Assist in defining and implementing training needs of Member Service center staff.
  7. Evaluate work flow and staffing needs to ensure the delivery of quality member service cost effectively.
  8. Cross sell credit union services.
  9. Perform duties of Senior Member Service Center Specialists as required.
  10. Coordinate and schedule semi-monthly MSC Specialist meetings.
  11. Assume responsibility for the Member Service Center as assigned.
  12. Perform other duties as assigned.

Education: High school graduate or equivalent.

Creditable Experience in Lieu of Education: Not Applicable.

Experience/Skills: Minimum two years experience as a Senior Member Service Center Specialist preferred or two years prior management officer experience with this credit union. Two years similar operational and supervisory experience in another financial institution or service orientated field. Must have strong oral and written communication skills, have demonstrable administrative and interpersonal skills and possess leadership abilities. Personnel management and training technique preferred.

Tenure: Not Applicable.

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