ChesapeakeRecruiter Since 2001
the smart solution for Chesapeake jobs

Member Service Manager

Company: ABNB Federal Credit Union
Location: Chesapeake
Posted on: April 9, 2021

Job Description:

The Remote Member Service Manager is responsible for orchestrating the day-to-day remote member experience to ensure seamless access and a remarkable experience while delivering financial results aligned with business objectives. The manager leverages all remote channel solutions, develops sales plans, and sets priorities to achieve goals aligned with strategy. Responsible for driving overall sales with a "hands-on" approach and proven leadership experience in a remote service environment, coaches and mentors employees, and demonstrates a thorough understanding of and experience with e-service, online, and mobile banking/contact centers.
Major Responsibilities

  • Manages all Remote Service Channels; including but not limited to: Online Banking Message Center, Online Account Opening, E-Mail, Faxes, Instant Chat, Calls, etc. Develops and implements department action plans to support the overall Credit Union's strategic goals and objectives.
  • Manages, coaches, develops, and evaluates all Remote Member Service staff in addition to the MSC Supervisors to ensure all departments are focused on and achieving service and production goals.
  • Collaborates with the Retail Training Department to ensure staff is properly trained on all remote service channel policies and procedures, products and services, and are providing the best solutions for members in meeting their financial objectives and to support first touch resolution.
  • Manages, monitors, and adheres to operational controls; including legal, corporate and regulatory policies and procedures to ensure the safety and security of members and credit union assets.
  • Analyzes and reports statistics and data to measure and monitor achievement of goals and standards.
  • Drives member satisfaction. Assists members and employees with escalated service issues as needed and provides solutions/responses.
  • Communicates recommendations for cost efficiencies and enhancements to products, processes, and services by monitoring trends in operations and deposit services. Monitors expenditures and supports the Director of Remote Member Services in conforming to budgetary requirements.
  • Proactively identifies and takes action to implement improvement in remote channel processes, reporting, and efficiencies for improved member experience. Collaborates with other departments and/or 3rd party vendors.
  • Performs other job-related duties as assigned.

    Position Requirements

    • Three years to five years of similar or related experience. Previous experience leading a remote workforce is desired.
    • A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
    • Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others
    • Requires a strong working understanding of technology and how it can be used to deliver credit union services.
    • Thorough knowledge of financial regulations, compliance rules, and policies/procedures highly desired.
    • Possess good analytical abilities to make decisions and resolve problems. Possess good organizational and time management skills.
    • Excellent written and oral communication skills, interpersonal skills to supervise staff and communicate effectively with the members.
    • Must be able to operate office equipment and related software programs with average speed and accuracy.
    • Must have the ability to commute to branch locations when needed; valid drivers license required
    • Physical qualifications include sitting at a computer for extended periods of time and wearing a headset; and being able to lift/carry 15 pounds.
    • Office and Remote

      Employee Perks

      • Competitive compensation with opportunities for annual raises and promotions
      • Community focused culture that allows networking and involvement in South Hampton Roads and Parts of North Carolina
      • Employee Benefits (401k match / Company paid Short Term and Long Term Disability / Tuition reimbursement / Affordable health insurance options)
      • An employee-focused, diverse, and member relationship driven workplace environment

        Human Resources will only contact qualified candidates upon receipt and review of your resume. No phone calls please.
        recblid cjf8uvmbaab2q6o3rjito85bwgabhr

Keywords: ABNB Federal Credit Union, Chesapeake , Member Service Manager, Executive , Chesapeake, Virginia

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category

Other Executive Jobs

Manager, Software Engineering (Python, GoLang, CI/CD)
Description: Locations: VA - Richmond, United States of America, Richmond, VirginiaManager, Software Engineering Python, GoLang, CI/CD Do you love building and pioneering in the technology space Do you enjoy solving (more...)
Company: Capital One
Location: Virginia Beach
Posted on: 04/14/2021

Assistant Salon Manager - Elizabeth City Crossing
Description: Assistant Salon Manager Got shears and a winning attitude Have a yearning to earn and a desire to support other stylists Then let--s talk Maybe you--re a stylist who wants more
Company: Great Clips
Location: Elizabeth City
Posted on: 04/14/2021

Assistant Salon Manager - Hilltop
Description: Assistant Salon Manager Got shears and a winning attitude Have a yearning to earn and a desire to support other stylists Then let--s talk Maybe you--re a stylist who wants more
Company: Great Clips
Location: Virginia Beach
Posted on: 04/14/2021

Assistant Salon Manager - Kemps River Shopping Center
Description: Assistant Salon Manager Got shears and a winning attitude Have a yearning to earn and a desire to support other stylists Then let--s talk Maybe you--re a stylist who wants more
Company: Great Clips
Location: Virginia Beach
Posted on: 04/14/2021

11B Infantryman - Management Training (Virginia Beach,VA)
Description: Job Description br br The Infantry is the backbone of the Army. These Soldiers fill the literal boots on the ground who are responsible for taking or holding ground during any combat operation. You'll (more...)
Company: Army National Guard
Location: Virginia Beach
Posted on: 04/14/2021

Sentara Healthcare: Director, Patient Care Services - Rn
Description: Job DescriptionRequisition
Company: Sentara Healthcare
Location: Elizabeth City
Posted on: 04/14/2021

Property Manager
Description: Ref ID: 04769538Classification: Administrative AssistantCompensation: 13.30 to 15.40 hourlyIf you're looking for work as an Administrative Assistant, OfficeTeam has an opening for someone who is results-oriented (more...)
Company: Robert Half
Location: Norfolk
Posted on: 04/14/2021

Assistant Branch Manager
Description: Job DescriptionDollar Bank is community-oriented and customer-focused in everything we do. We embrace the importance of contributing to our local neighborhoods to help them grow and thrive. You would (more...)
Company: Dollar Bank
Location: Virginia Beach
Posted on: 04/14/2021

Hospice Case Manager - Registered Nurse - RN
Description: Hospice Case Manager - Registered Nurse - RNWe have an exceptional opportunity for a Registered Nurse in the Virginia Beach area. This individual will have the opportunity to work at a great Home Health (more...)
Company: CoreMedical Group
Location: Virginia Beach
Posted on: 04/14/2021

Restaurant Manager Jobs: Hiring Immediately! Full Time / Part Time - $12-$22/Hr
Description: Find your next job here Will
Company: Part Time Jobs
Location: Newport News
Posted on: 04/14/2021

Log In or Create An Account

Get the latest Virginia jobs by following @recnetVA on Twitter!

Chesapeake RSS job feeds