Job Abstract

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2023.

HOURS FOR POSITION: Varying hours between Monday-Friday 8:00am and 6:00pm and rotational Saturdays 9:00am-2:00pm

Note: All full-time positions include the option of $0 out-of-pocket premium cost for Employee Only PPO AND exceptionally low premiums for all other PPO coverage levels.

SUMMARY OF POSITION:

The Manager, Member Service Center is responsible for supervising and coordinating the daily operations of the full service Member Service Center to effectively service members who conduct loan, savings, transactional, account maintenance and financial services by telephone, mail, fax and electronic services via alternative delivery systems. This position ensures these services are in compliance with State and Federal regulations and Tower Federal Credit Union (TFCU) policies, procedures and audit guidelines. This position acts as Manager, MSC Operations in incumbent’s absence and must be aware of all department security and emergency procedures and be able to administer the credit union’s Automated Call Distribution (ACD), CMS call reporting , Witness call recording and telephone audix message systems.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS:

1. Manages and coordinates the daily operation of the Member Service Center to assure effective and professional Credit Union loan, savings, transactional, account maintenance and financial services to members via telephone, mail, fax and electronic services.
2. Selects, trains, motivates and evaluates staff to ensure they are capable of satisfying a large number of varied member needs, requests and problem resolutions. This position is responsible for managing multiple shifts of full-time, part- time and peak-time staff to meet operational needs, controlling turnover and for developing their staff to their full potential.
3. Assures the physical security of the Member Service Center which includes controlling access to the vault, negotiable instruments and sensitive member documents and data. Also ensures that staff is adequately trained in emergency, security and disaster recovery procedures.
4. Maintains accounting accuracy of the department through the daily balancing of MSR system transactions, negotiable instruments, department transaction records and reports. Participates in internal audits and implements internal auditing procedures within the department to assure control of information, records and negotiable items.
5. Knowledgeable in remote fraud prevention and detection and has primary responsibility for developing, implementing and monitoring procedures to prevent wire transfer, phone, mail and electronic services fraud. Assures all operations are compliant with TFCU policies and procedures and State and Federal regulations to safeguard the assets and member accounts of TFCU.
6. Works with Manager, MSC Operations to develop and maintain a cross sales program that is effective within a remote member services environment. Has primary responsibility for coaching and measuring staff responsible for cross sales and for attaining cross sales and growth goals for deposits, loans and other designated services as set forth by Senior Management.
7. Operates unique call center and remote technologies such as Avaya Automated Call Distribution, CMS call reporting, Witness call recording, AT&T telephone audix messaging and Andera online account opening systems on a daily basis. In the absence of the Manager, MSC Operations also administers these systems.
8. Contributes to the growth of TFCU by providing timely and accurate information related to MSC operations and member feedback on Tower’s products and services, conducting research on member services issues and participating in projects and action items assigned in furtherance of Tower’s strategic plan.
9. Responsible for supervising and coordinating the daily operation of the Member Service Center to ensure that multiple time sensitive functions are completed in a timely manner. Also ensures that members receive consistently high quality loan, savings, transactional, account maintenance and financial services.
10. Responsible for developing and maintaining procedures to assure ease of operations within the Member Service Center and department compliance with State and Federal government regulations and TFCU policies and procedures.
11. Manages and coordinates a large number of employees and multiple shifts on a weekly basis and ensures consistent department performance across a large number of hours.
12. Resolves more complex operational and member problems, advising members and staff using obtained working knowledge of financial services. Provides guidance on a wide variety of issues and uses independent discretion to deal with member needs and exceptions.
13. Responsible for the selection of the unit’s personnel and for directing, training, motivating, and evaluating the staff. Responsible for identifying performance deficiencies, coaching employees, instituting remedial actions when appropriate and monitoring the achievement of development plans.
14. Informs and updates the MSC staff about TFCU policy and procedure changes, government regulation changes, new products and services and changes in organizational goals so that they are able to respond to the member needs.
15. Has full knowledge and approval authority (loan and override) for all Tower products and services (excluding mortgages) in order to assist subordinates and members to resolve questions/problems and to interpret policy and procedures.
16. Effectively provide services to remote members and multiple (SEG) employees with more complex servicing needs compared to individual (DOD) sponsor employees.
17. Responsible for making independent decisions without the back-up support of departmental headquarters staff/management (evenings and weekends). The MSC is open for member service during hours in which there is no operational support at headquarters.
18. Monitors the Member Service Center’s delivery systems and recommends and implements changes to improve efficiency and member service and actively pursues opportunities that could positively influence Tower’s operation or growth.
19. Responsible for the physical security of the Member Service Center and assuring that confidential records, checks, cash and vaults are handled properly throughout the day and secured at close of business.
20. Responsible for the daily balancing of MSR system transactions, negotiable instruments, department transaction records and reports. Participates in internal audits and implements internal auditing procedures within the department to assure control of information, records and negotiable items.
21. Maintains knowledge of potential remote services fraud schemes and employs fraud prevention and detection techniques to thwart such schemes. Has delegated responsibility for developing, implementing and monitoring procedures to prevent wire transfer, phone, mail and electronic services fraud.
22. Ensures that staff is adequately trained in department and credit union emergency and security procedures. Provides input and is responsible for implementing disaster recovery procedures should the need arise as remote member service will be critical should there be a disaster.
23. Responsible for analyzing statistics and data from the Automated Call Distribution system (ACD), real time call reporting system, system reports and other sources to ensure sufficient daytime and extended hours staffing to handle call, loan and new account volume.
24. Responsible for maintaining a call abandonment rate that is within industry standards.
25. Uses, manipulates and provides guidance to staff on unique call center and remote technologies such as Avaya Automated Call Distribution, CMS call reporting , Witness call recording , AT&T telephone audix messaging and Andera online account opening systems on a daily basis. Administers and trouble shoots these systems in the absence of the RMS Operations Supervisor.
26. Regularly monitors and evaluates member calls into the MSC to assist with coaching and evaluating staff, to help individual members resolve issues and to gauge the overall effectiveness and quality of the department’s member service.
27. Develops and maintains a cross sales program and has primary responsibility for coaching and measuring staff responsible for cross sales. Responsible for solicitations, acquisition and retention goals for: savings, checking, consumer loans and generating qualified referrals for other products and services.
28. This position is responsible for attaining department growth goals for deposits, loans and other designated services as set forth by Senior Management.
29. Provides timely and accurate information and research related to the Member Service Center and member feedback on Tower’s products and services for evaluation of progress towards goals and objectives. This includes analyzing and preparing reports on an ongoing basis.
30. Frequent and active participant in departmental and corporate projects and action items assigned in furtherance of Tower’s strategic plan as assigned by the Manager, Member Service Center and/or Executive Vice President, Member Services.
31. Provides input to annual budget and runs operation to stay within approved budget.

• Bachelor’s degree with 4 to 5 years of relevant experience; 6 to 8 years of relevant experience in lieu of degree; OR combination of education and experience.
  • Minimum of 3 years of previous supervisory experience.
  • In-depth customer service experience

• Ability to apply concepts of fractions, percentages, ratios and proportions to practical situations, to understand and analyze financial and operational data
• Proficiency in reconciling and balancing transaction records
• Ability to apply basic accounting rules and procedures
• Ability to operate a PC in a Microsoft Windows environment to include Microsoft Office applications (Word, Excel), to create, edit and format word-processing and spread sheet documents using formulas and data tools, including graphs and to assist others with such operation.
• Proven ability to become and maintain proficiency in the technical operations and administration of our Avaya Automated Call Distribution, CMS call reporting, Contact Recorder call recording, Andera online account opening systems and other call center technologies.
• Ability to write read and interpret procedure manuals (operational and technical), to interpret a variety of technical instructions, to write reports, business correspondence and internal communications
• Ability to read, analyze and interpret business periodicals, professional journals, technical procedures, statistical reports and government regulations
• Ability to exchange information in one-on-one situations with employees or members and explanation or instruction and effectively respond to questions in one-on-one situation either in person or over the phone
• Ability to convey/present information effectively to groups and to respond to questions from a diverse audience .
• Ability to proactively solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to define problems, collect data, establish fact and draw valid conclusions.
• Ability to develop solutions for problems with abstract variables in ambiguous or novel situations
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to focus on detail and verify accuracy of numbers and text
• Ability to troubleshoot and resolve member and staff issues/problems related to our ACD, call reporting, call recording, online account opening systems and other call center technologies
• Ability to prioritize tasks and diverse job assignments, complete daily job assignments and meet established deadlines while participating on project teams.
• Ability to develop action plans and organize workload to accommodate competing demands.
• Ability to effectively work under stress, to successfully work on multiple and concurrent tasks in a high stress call center environment
• Ability to routinely monitor call center technologies and make rapid and frequent adjustments in tasking and staffing to accommodate changing call volumes
• Ability to routinely arrive/stay at work as scheduled
• Ability to respond to sensitive inquiries and complaints in a timely, effective manner.
• Ability to maintain sensitive and confidential information and to resolve controversial and delicate matters skillfully
• Ability to interact effectively and professional with colleagues, supervisors, outside vendors, auditors and regulators
• Ability to take and follow instructions
• Ability to motivate others to take action, provide constructive feedback and coach others.
• Ability to facilitate group discussions and encourage the expression of diverse ideas.
• Ability to provide excellent customer service
• Ability to recognize opportunities to cross sell products and the skill to successfully sell those products to eligible members and the ability to coach subordinates to do the same
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

• TFO Clearance Required
• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 15 lbs with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate.

This position description is not necessarily all inclusive in terms of work detail.