Mgr Member Service Center

4 weeks ago

Laurel, United States Tower Federal Credit Union Full time

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**:

- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Responsible for the selection of the unit’s personnel and for directing, training, motivating, and evaluating the staff. Responsible for identifying performance deficiencies, coa

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