Hybrid MSS Manager at State Employees' Credit Union

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 SECU values and departmental key performance indicators. 

Duties
•    Direct supervision to MSS team and must serve as the primary point of contact for servicing related questions and research
•    Educate team members on available services and ensure that staff is well positioned to discuss these services with the Credit Union Membership
•    Ensure 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 required
•    Must demonstrate the ability to assist co-workers through document review and participation in the internal assistance skill sets
•    Directly supervise and support a team of 10-15 MSS agents 
•    Provide and execute action plans to employees that are not maintain acceptable performance levels
•    Assign mentors to agents as they progress through their career with SECU and ensure the effectiveness of these engagements
•    Be actively engaged with each employee on their assigned team to support them with their growth and career progression  
•    Actively participate in the MSS Coaching program as a means of promoting employee development
•    Willing to assist as needed in other areas of the operation to include classroom training, recruitment, and community service
•    Active participation in the recruitment, interviewing, and hiring process for new agents
•    Actively participate in direct service to the membership during periods of high volume or at the request of management
•    Complete additional tasks as assigned by management
 
Minimum Requirements
•    Must have high school diploma or GED equivalent.
o    Preferred – Bachelor’s degree, or CCUE Certification, or Associate of Arts degree or Associate of Science degree via the North Carolina Community College Transfer Program (NC-CTP).
•    Must possess a high level of self-motivation, self-confidence, good mathematical skills, good organizational and communication skills, and a positive attitude
•    Must be willing to engage in ongoing training and professional development
•    Must complete other training, modules, and education as required by management
•    Regular attendance and adherence to assigned schedule is mandatory
•    Must be able to speak English fluently
•    Must be able to cooperate and collaborate with co-workers
•    Must maintain acceptable performance level based on organizational Key Performance Indicators (KPI’s), and demonstrate a record of growth in these areas
•    Soft skills and call quality must be maintained at an acceptable level
•    Must have a strong understanding of organizational goals and philosophy and make recommendations to MSS leadership consistent with those goals
•    Must be willing to serve the membership in a supervisory capacity and show proficiency in handling member escalations and responding both verbally and in writing
•    Must have a strong understanding of the CXone platform and be able to utilize to track the performance and identify areas of improvement among team members
•    Minimum of 7 years of SECU or directly related experience with at least 3 years’ experience in Member Services Support strongly preferred.

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 management. Some 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.