Meritrust Credit Union

Member Support Specialist Team Manager

US-KS-Wichita
1 week ago
Job ID
2017-2369
# Positions
1
Category
Administrative/Clerical
Hours
Mon-Fri 8am-5pm possibly some Sats 9am-12noon
Type
Regular Full-Time
TRIAD
8710 E. 32nd Street North

Overview

The primary function of this position is to deliver high quality service to our members. This includes identifying members’ needs and offering Meritrust products and services.

Responsibilities

 

  • Responsible for leading a team of Member Support Specialists.
  • Participates in the hiring of Member Support Specialist staff.
  • Responsible for the supervision, development, training, evaluation, and discipline of direct reports.
  • Responsible for the facilitation and management of Associate Readiness function including but not limited to: OJT, incoming mail, various reports and SLA performance
  • Foster positive working relationships with business partners, Meritrust branch and department staff.
  • Recommend change in workflow or process to ensure the best service to the members.
  • Responsible to maintain effective communications with direct manager by establishing routine updates
  • Maintain and trend direct reports performance and develop action plans to support professional and performance growth.  
  • Models the established sales process and coaches direct reports to meet and exceed performance expectations. Monitors calls, motivates employee, holds self and team accountable to established standards and goals, attends ongoing sales training.
  • Conveys the desire to develop people and help them succeed.
  • Celebrates significant team and individual success.
  • Communicates expectations clearly.
  • Regularly monitors, coaches and evaluates individual employee call statistics, employee/member interactions, and job proficiency.
  • Adapts readily to change. Directs workflow through out the day.
  • Initiates routine huddles and team meetings.
  • Demonstrates initiative in identifying problems/solutions and enhancing quality service
  • Provides timely feedback including reports, analysis, etc.
  • Handle escalated issues as necessary.
  • Completion of annual Meritrust education and development program, as well as applicable Management Training programs offered internally.
  • Performs other duties as assigned by supervisor

Qualifications

  • 3-5 years in management role of relative experience, including employee development
  • Previous financial institution experience preferred, including knowledge of principles and practices of a financial institution
  • Excellent oral communication skills
  • Ability to operate applicable PC programs necessary for job function. Microsoft Office suite proficiency preferred
  • High School diploma or equivalent

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