Post Date: 03/12/2019
Close Date: 04/30/2019
We’re Passionate Advocates. We love what we do.
At Advantis, we're passionate advocates for our members' financial success. Our tagline “With us you can!” reflects our passion for helping our members succeed - and we are just as committed to helping our employees succeed. You’ll find opportunities for personal growth, meaningful work, and proud recognition of accomplishments. We work with passion and purpose, and empower our employees to do the right thing.
The Member Solutions Center Manager is responsible for the day-to-day supervision and operations for delivery of the sales and service teams of the Member Solutions Center (MSC). The MSC Manager provides leadership, direction, guidance and coaching to MSC leadership and employees to ensure that they meet and exceed the Credit Union’s service standards and performance goals. The manager ensures that designated systems and procedures are utilized to provide services to members appropriately, efficiently and accurately.
•Bachelor’s Degree in related field required.
•5+ years’ experience in a management or supervisory capacity; well-developed leadership, management, and coaching skills required.
•7+ years previous financial institution operations experience, preferably in a call center or member service area required.
•5+ years lending experience is required. NMLS registration preferred.
•Ability to lead, train and motivate assigned staff and to maintain an efficient schedule of workflow.
•A high level of problem solving skills required to coordinate the department’s functions in the event of security changes, unexpected events, and new product or service development.
•Ability to analyze work processes and to make recommendations for process improvement.
•Strong communication skills, both written and verbal. Excellent group presentation skills to lead staff meeting and training sessions.
•Working knowledge of all functions within a call center, as well as all applicable state and federal regulations.
•Demonstrated ability to integrate Member Solutions Center operation plans with organizational strategy. Capable of establishing goals, forecasting staffing needs and determining infrastructure requirements.
•Proficient in use of personal computer, ability to operate related computer applications and business equipment. Proficient in use of credit union’s computer system(s) for member account management and in the use of Microsoft Office products, particularly Word and Excel. Must be technology savvy, with the ability to learn new software applications quickly.
•Knowledge of ACD systems including call flow design, queues, reporting and call recording functions.
•Ability to create and implement quality assurance program for call and email interactions.
•Ability to maintain confidentiality.
A Great Place to Work!
At Advantis, we help our members succeed financially. We serve our members with a purpose and a passion, and our talented team delivers uncommon value with every interaction. We inspire fresh ideas, bold creativity, and outside-the-box ingenuity by asking, “How can we do banking differently?” We celebrate individual achievement and excellence with proud recognition and upward opportunity. We work together in a spirit of “together we can” teamwork, mutual respect, and a unified effort to reach common goals. We work hard but we get to do it in an atmosphere that’s upbeat and fun. We live our passionate community commitment to strengthen, educate, and elevate the prosperity of the communities we’re proud to call home.
If you like to work with passion and purpose, collaborate, elevate, and celebrate, Advantis Credit Union is the place for you. Advantis is one of Oregon’s largest member-owned financial cooperatives, serving the Portland areas for over 90 years.
Advantis Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.