With growth comes opportunity. Michigan First Credit Union is excited about the opportunity to find our first AVP for our call center in Lathrup Village, MI! We are looking for a leader who embraces challenges and focuses on outcomes. We are looking for someone who is nice and truly values people. If you are the type who takes ownership over your work and inspires the same within your team, we want to talk. Our members have come to expect five-star service and we want to continue to exceed those expectations as their most highly regarded financial institution.
The AVP - Call Center role will involve overall guidance of the Member Service Center. This will involve a variety of member service delivery activities that collectively represent the public relations and corporate image of the credit union and maximizes our Members' experiences. The position requires the ability to properly staff, schedule, train, and develop service delivery personnel who can deal effectively with members utilizing all methods of communication.
With Training and the Member Services leadership team, ensures the training of Team Members in skills and sales and service delivery methodology and philosophy.
Is responsible for the overall strategic direction of the call center.
Ensures the development of Member Service Center processes and procedures and the reporting procedures for tracking compliance to them.
Works with Member Services leaders to develop Member Service Center standards, service level and sales goals, that are acceptable for both internal and external expectations.
Has overall responsibility for staffing, scheduling, training and developing staff. who can deal effectively with Members by telephone and in writing (web chat and emails).
Works with the Senior Vice President of Branch Operations, implementing product sales programs for credit union products and services.
Works with other teams to ensure the Call Center employs the development and use of the most advanced systems for responding to our members needs.
Becomes/is an advocate of the Michigan First culture, supporting diversity, philosophy and other credit union initiatives. Fosters a positive image of Michigan First via professional representation in all contacts and complies with all of Michigan First’s mission and vision goals. Reflects each of the credit union’s “Isms” in daily job performance. Learns and utilizes the EMEC way (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members and team members.
LEADERSHIP RESPONSIBI LITIES:
Manages team members and production in the Member Services area. Is responsible for the overall direction, coordination, and evaluation of this area.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training team members, planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Demonstrates a commitment to our “Leader Code of Conduct”.
Bachelors degree and a minimum of five years of call center management experience, preferably in a 24/7 environment.
Must be available to respond to critical issues on a 24/7 basis and accept that this position requires candidates to have a 24/7 mindset.
Ability to read and comprehend a wide range of reports, data and communication.
Ability to converse in the full range of communication platforms.
Ability to effectively present information in one‑on‑one and small group situations to team members, members, vendors, and others involved in the service delivery function.
Must be certified as a Notary Public for the purpose of verifying signatures, executing documents and obtaining information.
Complete working knowledge of the credit union's computer system, including input and output functions, general ledger account knowledge, assigning security codes, balancing daily work, and training Team Members and Leaders in the appropriate usage of the computer system in their assigned tasks.
Must have a full working knowledge of online scheduling and tracking systems.
Complete working knowledge of credit union products and services, including, but not limited to: savings accounts, certificates of deposit, IRA programs, share draft programs, ATM services, Teller Telephone, Wire transfer rules and procedures, VISA cash advance procedures, bill payment, direct deposit, and payroll deduction.
Knowledgeable about the credit union system, its structure, common language and acronyms, philosophy and the credit union's mission statement.
Michigan First offers one of the strongest benefit programs around including coverage for medical, dental, vision, disability & life insurance and 401(k) with Company match, & tuition reimbursement.
Michigan First Credit Union is an Equal Opportunity Employer
Michigan First Credit Union - 17 months ago