Service Manager (Virtual Service Center)

Universal 1 Credit Union, Inc.; Dayton (OH); On-site; USD 55,000 - 75,000; Full time

Job summary

Universal 1 Credit Union, Inc. is seeking a Service Manager to oversee the delivery of the full spectrum of member services. You will ensure high-quality, professional service aligned with U1 values and facilitate referrals, balancing, and transaction handling.

Responsibilities include leading service center operations, executing the strategic plan, and achieving service goals while maintaining strong customer relations and compliance with regulatory requirements.

Qualifications

• A minimum of 2-5 years of progressive financial experience in a financial institution.
• One year of managerial experience OR three years in a leadership role.
• One year of call center experience, preferred.

Responsibilities

• Oversee delivery of a full range of services to members.
• Ensure professional member service following U1 values.
• Support product and service referrals and appropriate referrals.
• Handle balancing and transactions.
• Lead service center operations and execute the strategic plan.
• Drive attainment of service center goals.

Skills

Customer service

Supervisory skills

Communication

Project management

Operations management

Education

High school diploma

Finance coursework

NMLS certification

Notary

Tools

CRM software

Job description

Overview

Universal 1 Credit Union (U1) is a not-for-profit financial institution that exists to create personal, community, and financial well-being. Our way of life is centered on being Trustworthy, Friendly, and Reliable and our go-to phrase is "Beyond What You Expect".

Responsibilities

Service Managers are responsible for overseeing the delivery of a full range of services to members and ensuring that members are effectively and professionally served following the U1 Values. This includes product and service support, making appropriate referrals, performing transactions, handling balancing, and providing excellent member service. Responsible for service center operational efforts such as following established policies and procedures and properly maintaining the facilities. They are responsible for service center leadership, which includes execution of the strategic plan, operations initiatives, and achieving service center goals.

Skills And Qualifications

Education/Certification

• High school graduate or equivalent.
• Additional college coursework in business or finance preferred.
• Required to attain and/or maintain NMLS certification.
• May be required to have a current notary.

Experience Required

• A minimum of 2-5 years of progressive financial experience in a financial institution.
• One (1) year of managerial experience OR three (3) years in a leadership role.
• One (1) year of call center experience, preferred.

Knowledge/Skills/Abilities

• Understanding of the Credit Union's field of membership.
• Thorough knowledge of Credit Union services and products.
• Understanding of related legal and regulatory requirements.
• Familiarity with service center functions, policies, and procedures.
• Excellent communication, interpersonal, and supervisory abilities.
• Organizational and analytical skills.
• Ability to operate related computer applications and related business equipment.
• Attention to detail.
• Ability to maintain an effective and efficient workflow; and,
• Strong project management skills.