MSS Manager

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

Purpose

Provide leadership and support to a team engaged with providing financial services to the SECU membership through telephone and digital channels. Will ensure continued employee development aligned with departmental key performance indicators.

Duties

Direct supervision to MSS team and must serve as the primary point of contact for servicing related questions and researchEducate team members on available services and ensure that staff is well positioned to discuss these services with the Credit Union MembershipEnsure that proper identification of members is taking place and that the team is compliant in all areas covered by the Member Information Security Policy (MISP)Maintain a proficiency of all SECU products and services and provide appropriate transfer to specialists in these areas when requiredMust demonstrate the ability to assist co-workers through document review and participation in the internal assistance skill setsDirectly supervise and support a team of 10-15 MSS agentsProvide and execute action plans to employees that are failing to maintain acceptable performance levelsAssign mentors to agents as they progress through their career with SECU and ensure the effectiveness of these relationshipsBe actively engaged with each employee on their assigned team to track their adherence and progression as it relates to organizational key performance indicatorsWilling to assist as needed in other areas of the operation to include classroom training, recruitment, and community serviceActive participation in the recruitment, interviewing, and hiring process for new agentsActively participate in direct service to the membership during periods of high volume or at the request of managementComplete additional tasks as assigned by management.

Schedule

9am-8pm a combination of weekdays & weekends.

Requirements

Must possess a high level of self-motivation, self-confidence, good mathematical skills, good organizational and communication skills, and a positive attitudeMust be willing to engage in ongoing training and professional developmentMust complete other training, modules, and education as required by managementRegular attendance and adherence to assigned schedule is mandatoryMust be able to speak English fluentlyMust be able to cooperate and collaborate with co-workersMust maintain acceptable performance level based on organizational Key Performance Indicators (KPI’s), and demonstrate a record of growth in these areasSoft skills and call quality must be maintained at an acceptable levelMust have a strong understanding of organizational goals and philosophy and make recommendations to MSS management consistent with those goalsMust be willing to serve the membership in a supervisory capacity and show proficiency in handling member escalations and responding both verbally and in writingMust have a strong understanding of the CXone platform and be able to utilize to track the performance and identify areas of improvement among team members3 years of experience in Member Service PreferredFour Year Degree Strongly Encouraged

Job Environment

Office setting will include physical proximity to other employees. Some background noise from other employees, copy machine, and telephone. Remote/hybrid opportunities available.Must be willing to work as assigned in an SECU facility or in a work from home office or hybrid capacity at the request of managementSome in-state travel may be required

Physical Demands

Must be able to comprehend and carry out job demands.Job requires a substantial amount of sitting.Use hands and fingers to press keys on a computer keyboard to enter or retrieve information.Use hands and fingers to press telephone keypad and lift telephone receiver.Must be able to comprehend phone calls.Must be able to lift 5 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.