Description
Position Summary
eServices Managers lead employees to achieve the strategic initiatives set forth by the Credit Union. The position is responsible for the complete member and employee experience with enhanced focus on the digital experience for employees and members. The eServices Manager is responsible for identifying areas of strength and development for their team, and utilizing this knowledge to lead the department to achieve its goals. The eServices Manager is responsible for the training, coaching, mentoring, and performance of the employees. The position is responsible for growing and developing the department. In addition, the Manager ensures compliance with Credit Union policies and procedures. The Manager leads operations, including member service, lending, new accounts, and sales.
Schedule
This position requires the ability to work during the hours of the department, including Saturdays and the hours necessary to meet responsibilities
Department Hours: Monday - Friday hours may vary between 7:00am and 9:00pm and Saturday from 8:45am to 5:00pm
Additionally, this position is required to represent the Credit Union in the community at events and volunteer functions.
Pay & Benefits
100% company-paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
401(k) with a 2:1 Match
Tuition Reimbursement
12 Weeks Paid Parental Benefit
To learn more about our benefits, visit www.msufcu.org/benefits
Essential Duties and Responsibilities
eServices Manager
Understand performance of employees by recognizing strengths and areas of development, while mentoring, coaching, and developing skills for success
Deliver accurate and timely feedback regarding overall performance of employees; utilize performance management system to document employee performance, and provide timely delivery of review
Develop Department Lead to provide effective support to Management and employees, ensuring their decisions and direction to employees matches Credit Union direction
Develop Department Trainer to deliver thorough training to department employees that supports Credit Union direction
Responsible for the complete member experience and performance of employees within the department, ensuring resolution for any situations that arise
Work independently with limited supervisory direction, using knowledge, judgement and resources to address unfamiliar situations
Develop functional understanding of how technologies work and ability to translate technical information and explain it to employees and members
Maintain a strong working knowledge of digital systems and platforms to provide solutions
Work closely with IT teams to maintain working knowledge of digital systems utilized by members such as chat, virtual assistant chat bot, member to member transfers, etc.
Garner support for digital initiatives from the department
Support Credit Union digital initiatives by actively participating in beta testing and early adoption of new products and services
Assist employees in person and through various helpline channels with member situations, overrides, and decisions
Conduct on-going training to ensure employees have working knowledge of department procedures regarding all safety and security guidelines
Lead department through difficult circumstances such as emergency situations
Troubleshoot employee used systems and understand escalation process to appropriate departments
Ensure the completion and accuracy of all audits to remain in compliance with policy
Create promotions that align with Credit Union initiatives while adding value to the department
Use critical thinking to solve problems
Handle complex situations finding the most appropriate solution with confidence, knowledge, and creativity
Build culture of department to ensure a positive environment for employees and members
Utilize knowledge of Credit Union financials to drive strategic initiatives forward
Understand, recognize, and act with urgency to appropriate to situations
Assume risk and utilize lending limits commensurate with level, while mentoring others in Credit Union philosophy
Use judgment and decision making skills to protect members and the Credit Union, while teaching others to do the same
Lead hiring and onboarding processes for positions posted within the department
Maintain professionalism with interactions and relationships throughout the Credit Union
Attend and support internal Credit Union events
Actively work with employees on performance management, including the corrective action process when necessary, to improve work performance, while maintaining professionalism and confidentiality
Provide timely response when information or follow up is needed
Follow procedures to mitigate risk while ensuring others do the same
Build relationships with members by educating them about relevant products and services while training others to do the same
Analyze, research, and resolve discrepancies and offages
Identify and prepare employees to take on leadership roles within the Credit Union
Maintain regular communication with the department AVP, sharing relevant information as needed
Understand and be able to perform duties and responsibilities performed by employees
Monitor and take ownership of performance and productivity of your area
Assist employees in evaluating and decisioning member situations
Respond to and take corrective action on, all internal and external audit findings
Remain current on information, processes, and software relevant to the department
Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines
Participate in training activities to ensure compliance with Credit Union policies and... For full info follow application link.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
