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.
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
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