Member Solutions Manager- (Call Center)

at  Sikorsky Financial Credit Union

WHY JOIN THE SIKORSKY CREDIT UNION TEAM?

Sikorsky Credit Union has been named the #1 Credit Union in Connecticut for 5 years in a row. We are one of the largest credit unions in the state, with over $1 billion in assets, and we continue to grow!
If you are passionate about helping people achieve their financial goals and want to make a difference in the local community, we want to hear from you! We are looking for talented people to help us improve the banking experience for our valued members.
Working at Sikorsky Credit Union has its benefits. You’ll enjoy an awesome work-life balance, competitive pay, and an excellent benefits package that includes paid-time off, medical/dental, 401K plan with company match, tuition reimbursement and more! Please check out the details below to learn more about this position.

GENERAL SUMMARY

Under the general supervision of the Vice President of Digital Banking, supervises all functions of the Member Solutions Center and Digital Account Opening team. This person looks for ways to drive continuous improvement in member service by championing new technology, educates team members, drives production of the digital channel, and ensures compliance with regulatory requirements.

Key Essential Responsibilities:

• Leads and supervises Member Solutions Supervisor and Digital Service Representatives.
• Motivates, mentors, and trains staff to ensure assigned goals are achieved and that staff delivers a positive experience for members. Acts as a key resource for the team to drive member education of credit union products and services.
• Accurately processes transactions for members. Analyzes and resolves complex product and service issues for members and assigned team.
• Manages volume and supports the team through assisting with engagements, application processing, and handling all member requests to ensure member service levels are met.
• Utilizes in depth knowledge of credit union products and services and compliance related to the industry to ensure staff is trained and educated to support needs related to the membership.
• Creates and evaluates reports for member engagements and applications trending to determine staffing trends to support member service levels and production goals.
• Evaluates staffing needs with oversite of schedules and requests to ensure member service levels are met.
• Provides exceptional and professional member service through phone, email, and other systems/technologies available to credit union staff to support credit union members.
• Keeps up to date with latest technology trends to support membership and staff as newer technologies become more pervasive throughout the industry.
• Interviews prospective staff, evaluates performance, and manages disciplinary actions.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors. Demonstrates the credit union’s core values of Service, Teamwork, Integrity, and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Ensures adherence to company policies and procedures and banking/credit union regulations.
• Performs additional duties as required.

ESSENTIAL SKILLS, KNOWLEDGE AND REQUIREMENTS

• Bachelor’s degree strongly preferred, preferably in Business Management or related studies.
• Minimum of 3 years of relevant management experience in banking, lending, or call center roles.
• Extensive knowledge of state and federal regulatory compliance requirements and credit union policies and procedures, and knowledge of basic legal processing.
• Strong management, analytical, interpersonal, written, and verbal communications skills.
• Proven customer service skills.
• Technical proficiency in all Microsoft 365 applications, Fiserv DNA, NCR Digital Banking, and loan origination systems strongly preferred. Working knowledge of other banking and lending systems is a plus.

• Leads and supervises Member Solutions Supervisor and Digital Service Representatives.
• Motivates, mentors, and trains staff to ensure assigned goals are achieved and that staff delivers a positive experience for members. Acts as a key resource for the team to drive member education of credit union products and services.
• Accurately processes transactions for members. Analyzes and resolves complex product and service issues for members and assigned team.
• Manages volume and supports the team through assisting with engagements, application processing, and handling all member requests to ensure member service levels are met.
• Utilizes in depth knowledge of credit union products and services and compliance related to the industry to ensure staff is trained and educated to support needs related to the membership.
• Creates and evaluates reports for member engagements and applications trending to determine staffing trends to support member service levels and production goals.
• Evaluates staffing needs with oversite of schedules and requests to ensure member service levels are met.
• Provides exceptional and professional member service through phone, email, and other systems/technologies available to credit union staff to support credit union members.
• Keeps up to date with latest technology trends to support membership and staff as newer technologies become more pervasive throughout the industry.
• Interviews prospective staff, evaluates performance, and manages disciplinary actions.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors. Demonstrates the credit union’s core values of Service, Teamwork, Integrity, and Responsibility.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Ensures adherence to company policies and procedures and banking/credit union regulations.
• Performs additional duties as required