MSC Manager

About BrightStar Credit Union, we are committed to creating a diverse work environment where everyone has the opportunity to succeed and feel a sense of belonging. We are dedicated to empowering the careers of our employees and helping them reach their full potential. Our work environment is fun, fast-paced, and service-oriented. We offer a collaborative and engaging atmosphere.

What we offer:

• Medical, Dental, and Vision
• 401K Plan with Matching
• Tuition Reimbursement Program
• Supplemental Benefits
• Engagement Area
• Wellness Studio & Gym
• Company Paid Life Insurance
• Health Savings Account with Company Contributions

The Member Service Manager is to lead a department of Service Agents who provides the highest quality of service to members analyzing call metrics and behaviors to improve efficiencies, improve customer satisfaction, and improve overall performance. A strategic thinker who will instill the latest techniques and tools to ensure optimal performance. The Department is tasked to ensure members and potential members receive expedited, courteous, and accurate service on the phone; explain services, set up new accounts, respond to concerns, and direct members' phone calls to the appropriate area; assist and train other telephone center representatives

Essential Functions & Responsibilities:

• Deliver a strategic growth mindset to move the member service center forward and help achieve the organizational goals.
• Leads department by mentoring assistant manager(s) within the department.
• Identifies cross-sell opportunities or other products/services that enhance the member experience and department’s performance.
• Identifies and takes action to improve the department's operating methods and procedures.
• Ensures that the department is compliant with the Policies and Procedures of the Credit Union and adheres to regulatory requirements and audits.
• Oversee operations to ensure efficiency and optimal resource allocation and appropriate levels of authority.
• Establish department objectives and service-level agreements to measure and improve service and team performance.
• Coordinate with the IT Department to ensure technology is optimal for the volume.
• Create and maintain the budget for the department.
• Foster a positive working environment that promotes team engagement and productivity.
• Assist the Member Service Assistant Manager as an escalation to member questions related to products and services; resolve problems within their authority; refer problems that are beyond their authority to the next level supervisor, along with their recommendations.
• Second-level monitoring of work performed by the Service Agents, assists in scheduling, troubleshooting problems, addressing trends, conducting performance evaluations, and recommendations to the Executive team or other areas within the organization.
• Hire, onboard, and assist in developing the current training content of new Service Agents.
• Identify areas for improvement and implement best practices.
• Facilitate communication between staff, management, and other areas of the organization.
• Performs other related duties as assigned.
• Maintain knowledge with B.S.A. Compliance training.

Performance Measurements:

• Provide outstanding service to internal and external members as defined by our service standards and promises.
• Achieve closed loan goals, deposit goals, and product sales goals as stated.
• Maintain an average of 80% on Target Service Score based on Senior Management service expectations.
• Maintain an average of 95% on-call disposition codes being utilized for the Member Service Center.
• To improve talk times and hold times for our members
• To maintain a professional appearance and atmosphere for the department.
• To complete performance reviews within two weeks of the due date.
• To provide training, development, support, and leadership for all direct reports.

Minimum Expectations of Knowledge and Skills:

Experience: Three years to five years of similar or related experience.

Education: Equivalent to a college degree (BS or BA in a relevant field).

Interpersonal Skills- A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing, or training others. Outside contacts become important and fostering sound relationships with other departments (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Compliance

Employees must uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures. Specific functions with B.S.C.U. will consider the awareness of unusual or suspicious activity relevant to the department.

• In addition to any other assigned training courses, online B.S.A. and O.F.A.C. courses must be completed at least annually, as made available by the Training and Compliance Department.
• Maintains comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, O.F.A.C., Fair Lending, and Credit Card Act.
• Maintain standard compliance for member identification procedures for all agents and team leads.

Physical Requirements

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this Job, the employee is regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee may occasionally stand, stoop, kneel, or crouch. The employee may occasionally lift and move up to 10 pounds. Specific vision abilities this job requires include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here represent those an employee encounters while performing this job's essential functions. Reasonable accommodations may enable individuals with disabilities to perform essential functions.

BrightStar Credit Union is an Equal Opportunity Employer. BrightStar Credit Union is a Drug-Free Workplace