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Service Center Team Leader

2 months ago

Parker, Colorado, United States Ent Credit Union Full time

Member Support Coordinator (Assistant Manager)

Job Category: Service Centers

Job Overview

Ent Credit Union stands as Colorado's largest credit union, with a legacy exceeding 60 years. Our esteemed reputation is anchored in trust, integrity, innovation, and outstanding customer service. We value our employees and members as the cornerstone of our success. Join a dynamic organization recognized for its commitment to teamwork, community, and member service.

Role Summary

The Member Support Coordinator plays a pivotal role in overseeing the daily operations of the Member Service team within the Service Center. This position entails providing leadership and technical guidance to ensure that service quality and member satisfaction standards are consistently met. The Coordinator will effectively manage member transactions and account inquiries, applying sound judgment in decision-making.

Key Responsibilities

  1. Lead and manage Service Center personnel, including staff scheduling and monitoring lobby activity to maintain high service standards.
  2. Inspire, train, and mentor team members, fostering a positive and collaborative work environment.
  3. Ensure daily reconciliation of teller transactions, vault, ATM, and cash handling activities, maintaining security and compliance with established policies.
  4. Act as the first point of escalation for member and staff issue resolution.
  5. Adhere to audit and control requirements as outlined in the Service Center Control Manual, conducting staff meetings to address operational and regulatory matters.
  6. Provide performance feedback to the Center Manager regarding staff evaluations and areas for improvement.
  7. Perform Member Service Representative duties as necessary to ensure timely and effective service delivery.

Qualifications

Education: High School Diploma or Equivalent

Experience: A minimum of 2.5 years in customer service, sales, or team leadership roles, with relevant experience in a financial institution preferred.

Skills: Strong interpersonal and conflict resolution skills, attention to detail, and proficiency in basic mathematics. Familiarity with credit union policies and procedures is advantageous.

Physical Requirements: Ability to sit or stand for extended periods and lift up to 40 lbs. Must possess good visual and auditory acuity typical of an office environment.

Ent Credit Union is an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.