Manager Member Sales and Service

United Federal Credit Union; Reno (NV); On-site; USD 85,000 - 115,000; Full time

Job summary

United Federal Credit Union in Reno, NV is seeking a Manager of Member Sales & Service Center to lead daily supervision, coaching, and development of MSC staff, ensuring superior member service and achievement of sales goals.

The role oversees the MSC Contact Center as a CCaaS platform including quality management, workforce management, analytics, and AI as it relates to agent and member experience, with focus on process improvement and policy execution.

Qualifications

• Bachelor’s degree in business, finance, or related field or two years of related work experience required.
• NMLS registration required.
• Experience in financial institutions preferred.

Responsibilities

• Lead the Member Sales and Service Center staff to achieve sales goals and deliver superior member service across multiple channels.
• Oversee daily functions: monitor agent availability, resolve escalations, maintain wait times within SLA, hire and onboard MSAs, and manage the CCaaS platform.
• Resolve escalated member calls and complex issues while maintaining high service quality.
• Lead projects enterprise-wide to improve processes and gain efficiencies.

Skills

Leadership

Communication

Problem-solving

Coaching

Team development

Confidentiality

Policy knowledge

Education

Bachelor’s degree in business/finance/related field

Two years related work experience

Tools

CCaaS platform

Quality Management

Workforce Management

Job description

General Summary (What Is Done And Why)

The Manager Member Sales & Service Center provides leadership, daily supervision, and coaching to Member Sales and Service Center staff. Responsible for superior levels of member service, sales goal achievement, and department efficiency. This position is responsible for the implementation of strategic initiatives to align with organizational values and industry trends, with the direction and support of MSC Director. This position is responsible for daily coaching and mentoring, problem resolution, process improvement, and exercising sound judgment. Responsible for ongoing support of the sales and service culture to enhance the member experience. Responsible for oversight, continuous improvement, and management of the MSC Contact Center as a Solution (CCaaS) platform suite, including but not limited to Quality Management, Workforce Management, Trend Analytics & Artificial Intelligence as it relates to agent and member experience.

General Summary (What Is Done And Why)

The Manager Member Sales & Service Center provides leadership, daily supervision, and coaching to Member Sales and Service Center staff. Responsible for superior levels of member service, sales goal achievement, and department efficiency. This position is responsible for the implementation of strategic initiatives to align with organizational values and industry trends, with the direction and support of MSC Director. This position is responsible for daily coaching and mentoring, problem resolution, process improvement, and exercising sound judgment. Responsible for ongoing support of the sales and service culture to enhance the member experience. Responsible for oversight, continuous improvement, and management of the MSC Contact Center as a Solution (CCaaS) platform suite, including but not limited to Quality Management, Workforce Management, Trend Analytics & Artificial Intelligence as it relates to agent and member experience.

Essential Functions, in Priority Order

(Majority of duties, but not meant to be all inclusive or prevent other duties from being assigned as necessary)

• Responsible for ensuring team success of the Member Sales and Service Center sales goals, achieving superior member service through multiple channels, and ensuring high-performance standards of direct reports. Responsible for staff’s ability to ensure member satisfaction through regular coaching and training of MSC staff; improving sales performance, service skills, product knowledge, and policy/procedure competencies. Time: 40%
• Responsible for all necessary daily functions as needed, included but not limited to monitoring agent availability, resolving member escalations, maintaining wait times and abandonment rates within SLA. Responsible for hiring and onboarding of MSAs and completion of annual performance appraisals. Responsible for design, continuous improvement, and management of MSC technology suite, including but not limited to CCaaS solution. Responsible for conducting on the job training and ensuring successful onboarding and retention of MSC staff members. Time: 40%
• Responsible for resolving escalated member calls and complex member problems and/or system issues while ensuring a high level of quality service and member satisfaction. Time: 10%
• Lead or actively participate in MSC specific or enterprise-wide projects to improve processes and gain efficiencies. Work jointly with other Credit Union Stakeholders to implement time and procedural efficiencies. Responsible for stretch assignments, participation in project teams, and other duties as assigned. Time:10%

Education

(Minimum education required to perform the duties of this position)

• Bachelor’s degree in business, finance, or related field or two years of related work experience required.

Experience

(Minimum experience required to perform the duties of this position)

In Addition To The Education Requirement

• 3-5 years of proven managerial experience or equivalent work experience desired &/or 3-5 years of Contact Center as a solution technical experience.
• Prior financial institution including lending experience desired.
• NMLS registration required.

Knowledge, Skills and Abilities

(Minimum technical and communication skill levels and licenses/certificates normally required to perform the duties of this position)

• Excellent listening skills
• Excellent communication skills
• Excellent problem-solving skills
• Leadership skills in team development
• Working knowledge of quality service components
• Ability and willingness to adapt to change
• Ability to maintain confidentiality
• Ability to develop and implement effective policies and procedures

Required Competencies

• Demonstrates Courage
• Drive for Results
• Customer Focus
• Integrity and Trust
• Self-Development
• Business Acumen
• Innovation Management
• Developing Direct Reports and Others
• Managing Through Systems
• Organizational Agility
• Building Effective Teams
• Problem Solving

Mental Requirements

• Ability to analyze and evaluate information
• Ability to use good judgment and make sound decisions quickly
• Ability to work and reason under pressure
• Ability to train and evaluate results
• Ability to prioritize in a multi-task environment
• Ability to maintain a positive attitude and professional image
• Ability to interpret lending guidelines and regulations
• Demonstrated understanding of guidelines necessary to generate consumer loans
• Capable of creatively implementing new products and motivating staff
• Proven problem-solving abilities

Physical Demands

(Physical effort generally associated with this position)

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed printouts and computer screens. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

(Typical working conditions associated with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal - Work is normally performed in climate-controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines, Board, and committee meetings.

External – Periodic overnight travel may be required.

EOE/Vets/Disability