Job Description

The Call Center Member Service Manager is accountable for the Call Center in reaching the Credit Union's operational service and sales initiatives directly through administration and supervision of the Call Center Supervisors and Call Center Staff. This includes, but is not limited to, accountability in the areas of member service, conflict resolution with members and personnel, facility maintenance, safety and soundness of all personnel. This position is responsible for holding the Call Center Supervisors and all Member Service Representatives to a high level of performance and accountability in support of the organization and members through measurable agent, call center, and corporate standards while promoting innovative opportunities for call center and corporate growth. Assumes all management responsibilities in the absence of the Contact Center Director.

Essential Functions

• Call Center Operational Oversight: ? Oversight of Call Center Supervisors and their direct reports as necessary. ? Address escalated member concerns. ? Assessing and prioritizing the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc. ). ? Assist with daily frontline workload as necessary. ? Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for MSR's. ? Assists in selection of new hires for the department.
• Call Center Staff Alignment / Departmental Development: ? Coach and develop staff weekly to build / reinforce Ent's sales and service culture. ? Address personnel issues / best practices as needed such as assisting a supervisor with implementing a performance improvement plan for one of their reports. ? Write and deliver performance evaluations. ? Assess and revise performance standards to align with strategic department goals / regulatory changes. ? Research, recommend, and implement approved process and/or procedural changes. ? Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology).
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Business, Finance, Management, or another relevant field of study.
• 5+ years' experience in Financial Services to include: Required
• 5+ years' of Call Center experience. Required
• 2+ years' of Management/Supervisory experience to include mentoring / training of other staff. Required

Technical or Specialized Knowledge/Skills:

• Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction.
• Advanced conflict resolution and problem solving skills.
• Ability to recognize needed improvements and take necessary steps to implement changes.
• Broad understanding of relevant Federal, State, and local regulations governing credit unions.
• Knowledge of compliance and internal controls related to financial services.
• Ability to prioritize/manage workload and allocate resources.
• Strong technical knowledge of financial industry, to include specialty areas such as Certificate/IRA, handling deceased member accounts, online banking applications, etc.
• Knowledge of Cisco applications or similar reporting tools to manage daily call volume.
• Knowledge of Call Center Operations to include Sales and Service culture.
• Working knowledge of HR policies, procedures, and compliance.
• Working knowledge of training theory, training delivery methods, and best practices.
• Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company.
• Ability to lead by example and be a positive role model to others. Possess leadership abilities.
• Self-motivated.
• Ability to give oral presentations to a group.
• Organized, detail oriented, flexible and able to multi- task in an ever-changing environment.
• Proficient with the Microsoft Office Suite (Word, Excel, Outlook).

Certifications Required:

• Certified Sales Professional (CSP) or similar certification for consultative sales practices preferred

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

The pay range for this position is: $88,650 to $97,968 per Year (S16)

Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, and internal pay equity.

This position is eligible for our corporate bonus program based on company performance.

Benefits Summary Sheet

At Ent Credit Union, we offer a comprehensive benefits package, including:

• Health Benefits: Affordable insurance, 24/7 doctor access, and a nationwide provider network.
• 401(k): 3% automatic contribution after three months, plus up to 6% matching.
• Paid Time Off: During your first year, enjoy 16 days of paid time off (PTO) plus 9 paid holidays. And it grows from there.
• Volunteer Time Off: Paid time off to give back to the community.
• Education Support: Up to $10,000 annually for higher education and assistance for certifications.
• Exclusive Discounts: Significant savings on home, car, and personal loans.

For more information about our outstanding benefits please visit our careers page at www.ent.com/careers.

We anticipate this position to close on 10/06/2025. Please submit your application at your earliest convenience to be considered.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)