Manager of Member Solutions Center
Apply NowCompany: Direct Federal Credit Union
Location: Fairfax, VA 22030
Description:
Why Join Apple?
Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.
Additional Workplace Highlights:
Role:
Under general supervision, but following established policies and procedures, performs a variety of duties as delegated by the Director of the Member Solutions Center to coordinate the day-to-day operations of the Member Solutions Center. Responsible for the overall supervision of all functions within the Member Solutions Center including training, operations, and vendor management. Will be responsible for Net Promoter Survey System, Knowledge Base Management, and will act as a lead on Projects as deemed critical to the MSC by the Director of Member Solutions to be necessary for continued process improvement. Will assist in the day-to-day management of the Member Solutions Center personnel by helping to facilitate and coordinate all necessary activities to maintain an effective and efficient operation. Responds to the escalation of members' questions and/or complaints (internal and external). Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve With Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other job duties as assigned by the Director of Member Solution Center.
Essential Functions & Responsibilities:
Experience
Five years to eight years of similar or related experience. Two years supervisory experience required; previous call center supervisory experience preferred. Experience coaching employees, preferably some experience monitoring calls for service quality.
Education
A high school education or GED. Associate's degree in business, Finance, or other field related to working in a financial institution preferred, four-year degree in related field desirable.
Interpersonal Skills
Work involves extensive personal contact with others and is often confidential in nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Ability to work as a team member, as well as independently. Ability to perform comfortably in a fast-paced, member centric work environment.
*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.
As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.
All selected candidates will be subject to credit and background checks to determine employment eligibility. ***
Apple FCU is deeply rooted in the community; we value and embrace workplace diversity. We believe our employees are our most valuable asset, so we are committed to providing professional development and assisting in career journeys. Apple FCU also offers a robust benefits package, including health; vision; dental; 401(k) contribution match; tuition reimbursement; guaranteed 11 federal holidays; paid time off; paid volunteer time; TEAM Bonus plan and much more.
Additional Workplace Highlights:
- Named Top Workplaces by the Washington Post 2024
- Named Top Workplace USA 2024
- Named American Banker Best Credit Unions to Work For 2024
- Diverse, friendly work environment, progressive management staff
- 21 branches in Northern Virginia with easy commuting distance
Role:
Under general supervision, but following established policies and procedures, performs a variety of duties as delegated by the Director of the Member Solutions Center to coordinate the day-to-day operations of the Member Solutions Center. Responsible for the overall supervision of all functions within the Member Solutions Center including training, operations, and vendor management. Will be responsible for Net Promoter Survey System, Knowledge Base Management, and will act as a lead on Projects as deemed critical to the MSC by the Director of Member Solutions to be necessary for continued process improvement. Will assist in the day-to-day management of the Member Solutions Center personnel by helping to facilitate and coordinate all necessary activities to maintain an effective and efficient operation. Responds to the escalation of members' questions and/or complaints (internal and external). Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve With Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other job duties as assigned by the Director of Member Solution Center.
Essential Functions & Responsibilities:
- Supervise Subordinates, interviews, schedules, trains, allocates work, establishes performance expectations, and monitors results of subordinates. Ensures a trained, motivated, and professional staff capable of providing efficient and effective member services/support to internal and external members. Recommends the discipline and/or discharge of subordinates while maintaining required personnel documentation. Coaches and counsels staff as necessary.
- In conjunction with the Director of the Member Solutions Center and other departments, recommends and once approved, implements new products and services. Researches and recommends products and services that harmonize with overall credit union policies, competitive within the marketplace and profitable for the credit union.
- Collects and analyzes information such as performance metrics including ACD data, outputs, and reports, and communicates relevant information. Recommends improvements based on metrics and data to improve overall performance, results, and customer experience. Prepares reports on MSC performance as instructed by the Member Solutions Center Management Team.
- Working together with the other Managers within the Member Solution Center to oversee the day-to-day operations of the Member Solution Center including but not limited to Phones, Chat, Email, Video Banking, and other Omni channel modes of communication as used by the department.
- In conjunction with the Member Solutions Center Management Team, ensures the Member Solutions Center is open and ready to conduct business each workday. Assigns various operational duties, as appropriate, to Member Solutions Center Supervisors and Member Solutions Center Specialists. Ensures quality service standards are maintained. Communicates changes in work activities and priorities to employees. Assists team in adjusting and responding to change, maintaining personnel and teamwork effectiveness during changing or ambiguous situations.
- Serves as administrator on a variety of Member Solutions Center systems to include but not be limited to, phone system, Insight, Operative Intelligence, Glia Chat, Message Center+, etc.
- Develops, promotes, and maintains collaborative working relationships among team members and other departments, and proactively addresses potential issues/conflicts. Provides feedback and recommendations as part of a team, project or committee that will help improve the member experience.
- Helps resolve escalated member issues and uses discretionary authority to approve exceptions to procedures to resolve issues. Monitors member feedback on a regular basis and communicates as appropriate.
- Solicits feedback from direct reports on how to improve processes and procedures. Provides guidance, direction, and feedback to employees on handling of difficult member issues.
Experience
Five years to eight years of similar or related experience. Two years supervisory experience required; previous call center supervisory experience preferred. Experience coaching employees, preferably some experience monitoring calls for service quality.
Education
A high school education or GED. Associate's degree in business, Finance, or other field related to working in a financial institution preferred, four-year degree in related field desirable.
Interpersonal Skills
Work involves extensive personal contact with others and is often confidential in nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. Ability to work as a team member, as well as independently. Ability to perform comfortably in a fast-paced, member centric work environment.
*** Apple Federal Credit Union values, encourages, and implements diversity in the workplace.
As an equal opportunity employer, Apple Federal Credit Union does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.
All selected candidates will be subject to credit and background checks to determine employment eligibility. ***