Digital Service Center Manager

Member Service Kalamazoo, Michigan


Description

Digital Service Center Manager

The Consumers Credit Union team is looking to hire a passionate Digital Service Center Manager. In this role, you will provide consistent coaching and development of DSR staff to ensure high level of member service with a focus on new hire and new DSR staff. You will handle day to day operations of the DSR; this includes: scheduling, prioritizing, and tracking metrics to ensure that member service is handled at the expected level.

What you'll be doing:

  • Provide leadership by conducting monthly one-on-one and ongoing coaching, training, conducting annual performance reviews and managing scheduling for Digital Service Representatives employees.
  • Primary coaching and mentoring with new hire groups and new employees entering the DSR role.
  • Develop employees to set on right career path based on strengths and interests.
  • Through coaching and call monitoring/session reviews, work with the team to assist them in maximizing cross sell opportunities thus insuring team goals are met.
  • Work closely with DSR team members to complete the training process and ensure they have all necessary tools and coaching needed for them to be successful.
  • Remain knowledgeable of the daily job duties in the DSR.
  • Handle escalated member situations with a timely response and always displays a high level of professionalism and empathy.
  • Conduct daily and monthly DSR reporting.
  • Continually enhance operating efficiency of the Digital Service Center.
  • Cross sell credit union products and services.
  • Demonstrate knowledge of all Credit Union products and services.
  • Promote an understanding of policies and procedures by staff.
  • Provide superior member service.
  • Assist in any area as directed by the supervisor.
What you'll bring to the table:
  • Bachelor’s degree and 4 years of office management experience or equivalent.
  • Proven history of goal attainment.
  • Excellent communication, listening and interpersonal skills.
  • Initiative, drive, intensity and commitment; must be energetic and engaged.
  • Must be a strategic and visionary thinker and be a self-starter that is proactive in creating solutions.
  • Must be able to lead and rally others around ideas.
  • Has an understanding of credit union history, philosophy, organization by-laws and operating procedures.
  • Has an understanding of Credit Union operating policies and procedures.
  • Has an understanding of Credit Union rules and regulations.
  • Knowledge of Credit Union products, services, software and technology.
  • Extensive product knowledge and cross selling skills.

What you didn't know about the team:

At Consumers, you're joining a team that works closely together and counts on one another. You'll find the people here enjoy an unusual high level of camaraderie.

Perks:

Consumers offers outstanding health, dental, and vision plans and an excellent health insurance plan, which features low copays at the doctor and a low deductible for major medical. A 401(k) plan that provides a 100 percent match up to your first 10 percent of contribution following one year of employment. Plus generous paid time off, paid gym memberships, in-house training, wellness programs, life coaches, tuition reimbursement, and more. And don’t forget, loan discounts.

We are committed to Equal Employment Opportunity.

We are a proud Veteran & Military Friendly Employer.