Essential Duties and Responsibilities:
The Service Manager position is responsible for driving all strategic service initiatives of Desert Schools Federal Credit Union delivered in the branch. They support the sales and business development strategies in the branch through sales referrals and performing non-sales activities. The Service Manager also develops and implements best practice methods to continually improve the member experience and operational performance while remaining committed to the credit union’s core values (Big 4) of Member Solutions, Employee Satisfaction, Community Involvement, and Financial Results.
Key Areas of Responsibility Include
•Driving outstanding service with emphasis on the overall member experience (i.e. efficiency, accuracy, friendliness)
•Provide adequate training to staff members to ensure branch is under operational control, complying with DSFCU policies and procedures and following required audit and regulatory guidelines.
•Inspiring each member of the service team to achieve their individual performance standards and deliver outstanding service.
•Direct, manage and develops Tellers, Team Lead and Assistant Service Management staff through effective training and coaching methods.
•Supporting sales initiatives through referral efforts and collaborating with the sales team to execute business plans.
•Sustaining intensity, excitement and engagement of employees with their job and members.
•Supervising and coaching teams on the proper behaviors, member solutions techniques, service expectations and compliance guidelines, while modeling the same.
The Service Manager is responsible for training, coaching, and motivating tellers to provide outstanding service to members while maintaining prescribed operational standards and controls. They manage the Teller function, Team Lead and Assistant Service Manager to ensure prompt and efficient transaction processing and support the branch sales initiatives through the generation of quality referrals. They also create innovative strategies that drive results and meet/exceed goals.
The Service Manager is responsible for effective staff administration and recognition. They are responsible for scheduling staff efficiently to optimize the Member experience. The Service Manager also ensures compliance with audit and operational regulations and guidelines.
The Service Manager is responsible for communicating effectively and building positive relationships with other DSFCU lines of business partners while effectively communicating within the organization. They promote and build positive relationships with members and provide solutions to their financial needs. They also provide solutions to member problems complaints and handle escalated issues. The Service Manager applies approved processes to ensure branch security is in alignment with credit union policies and in compliance with State and Federal regulations. They will set a positive example for all branch personnel while supporting the overall operations of the branch.
Minimum 2 years experience in a financial institution
18 months in a supervisory role
Excellent transaction accuracy and volume.
Ability to coach, mentor and train a team of tellers to meet and exceed assigned goals.
Excellent interpersonal, verbal and written communication skills.
Strong probing, analytical, problem solving and decision-making skills
Extensive experience with member contact and ongoing relationship building.
In a leadership position with Desert Schools Federal Credit Union, Leaders will build mutually beneficial, high value relationships with our member-owners, achieving intelligent, sustainable growth levels consistent with our “Big 4” Values of Member Solutions, Employee Satisfaction, Community Involvement and Financial Results.
Leaders of our Organization must project the following competencies.
•Ethics and Values: Instills mutual trust and confidence, creates a culture that fosters high standards of ethics, behaves in a fair and ethical manner toward others, and demonstrates a sense of corporate responsibility and commitment to community service.
•Personal Learning: Taking Responsibility for performance and development.
•Interpersonal Savvy: Effective and clear communication skills including open and direct verbal communication, clear and concise business writing, effective presentation skills, and good listening skills. It also includes developing effective working relationships; fostering teamwork and building relationships.
•Caring About Direct Reports: Genuinely cares about others and demonstrates cognitive and behavioral flexibility.
•Building Effective Teams: Growing the business through the performance of others by igniting passion and ownership. Includes hiring the best people, providing specific feedback, maintaining high performance, and rewarding and recognizing effectively.
•Conflict Management: Successfully mediates conflict between individuals and groups with minimal individual and organizational impact.
•Business Acumen: Having a comprehensive understanding of both the business and the industry.
•Member Focus: Creating an environment that promotes member service, aligning business goals with member needs, and building and leveraging member relationships.
•Managing Through Systems: Designs practices, processes, and procedures to get things done; simplifies complex processes; gets more out of fewer resources; creates systems that manage themselves.
•Drive for Results: Sets stretch goals and clear expectations for performance and ensures they are met. Making sound decisions that achieve results in a timely fashion. This competency calls upon problem-solving logic, action orientation, and a heightened sense of urgency.
Education and/or Experience:
Bachelor’s Degree from a university or college preferred or 2 to 5 years related experience and/or training; or equivalent combination of education and experience.
To perform this job successfully, an individual should have knowledge of Microsoft Outlook Contact Management systems; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk .The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
One of the largest credit unions in Arizona, Desert Schools Federal Credit Union operates more than 50 locations in the Phoenix area,...