Service Center Manager

Job Description

SUMMARY: Responsible for executing service and sales strategies to achieve overall credit union goals and objectives. Manages service center staff in the areas of service, transactions, and sales, while meeting organizational compliance, quality and security standards.

ESSENTIAL FUNCTIONS:

Executes service programs that motivate Service Center to operate at or above organizational service standards and goals

Executes sales programs that motivate Service Center to meet or exceed organizational sales expectations and goals

Responsible for Service Center compliance with state and federal credit union regulations

Reviews costs and volume of ITM activities, adjusting staffing and providing recommendations for other changes as appropriate.

Reviews ITM recorded sessions to ensure consistent high levels of service.

Monitors and orders cash for ITM machines as needed.

Monitors downtime of ITM machines and reports issues to vendor as required.

Ensures compliance with credit union internal controls.

Performs monthly and quarterly coaching with staff

Ensures service centers meet quality expectations in the areas of teller transactions, branch audits, member files, loan files, and other service center operations

Ensures that security and loss control policies and procedures followed by service center

Manages all office activity, including ATMs, Coin machine, TCRs teller errors, teller sales, vault controls, cash controls, check administration, and security/safety procedures and processes

SECONDARY FUNCTIONS:

Works on Saturdays in Gurnee Service Center on rotating basis

Other duties as may be assigned

QUALIFICATIONS:

Education Required: High School Diploma or equivalent (GED), Nationwide Multistate Licensing System (NMLS) Certification

Education Preferred: Bachelor’s degree in Business Administration or related field

Experience Required: Three (3) years of management experience in a financial institution or retail environment.

Experience Preferred: Experience managing multiple locations

Knowledge, Skills and Abilities (KSAs):

Knowledge of credit union products, services, policies and procedures

Ability to perform job functions independently

Ability to work as part of a team

Ability to verbally communicate effectively with internal and/or external members

Ability to use computers and job-specific technology/software efficiently

Maintains confidentiality

Performs responsibilities with composure, quality and accuracy under stress of deadlines/requirements

Must be able to plan and direct the work of self and others

Ability to attract, develop and retain talent and build high performing teams

SUPERVISORY RESPONSIBILITIES:

Responsible for overseeing employees’ performance, identifying development areas, addressing employee relations issues and providing direction, support, training and regular coaching.

Responsible for communicating organizational needs and updates

Supervises: Senior MSR, MSR, Teller, Floating Teller, Teller Supervisor, ITM MSR

TRAVEL: Up to 20% local travel to assist with service center coverage