Title

Virtual Member Service Manager 


About the Organization Why work at KEMBA? KEMBA Financial Credit Union is a not-for-profit financial institution, founded in 1933. Our mission is to provide superior quality, innovative, convenient, and competitive financial services that contribute to the well being of our members and their families. We take this commitment seriously.

Thanks to prudent decision-making and hard work, KEMBA has grown steadily over the years and has become one of the largest credit unions in Ohio. We are very proud to say that throughout the recent economic recession, we have continued to hire new associates, give raises to existing associates, and offer the same level of benefits offered before the recession began!

KEMBA offers competitive pay in addition to medical, dental, and vision insurance, 4 weeks of paid time off (PTO) per year, holiday pay, dollar-for-dollar 401(k) match up to 5% of associates' salaries, profit sharing, tuition reimbursement, as well as free life and disability insurance.

KEMBA also provides a safe, professional working environment for all of its associates. We have 7 branches to serve our members plus a corporate office. All of our facilities are modern, clean, and visually appealing. In addition, KEMBA associates enjoy using the latest technologies to ensure that we are able to deliver excellent service to our members and that our associates are able to perform their jobs as efficiently as possible.

Pre-employment background check required. Equal Opportunity Employer/M/F/D/V

If you have a disability and are unable to utilize our online application system, you may mail your resume to KEMBA Financial Credit Union, Attn: Human Resources, 555 Officenter Place, Gahanna, OH 43230.

*All benefits are available to full and part-time associates working at least 25 hours per week. Associates working at least 20 hours are eligible for all benefits except medical, dental, and vision.  

Description

Objective:

The Virtual Member Service Manager provides the primary level of sales and service support to the Member Contact Center Member Sales and Services Representatives.  This high-contact position is responsible for tracking Contact Center sales activity, staffing and supervision and requires the ability to deal effectively with Members and Associates primarily by telephone, in writing and in person.

 

Duties and Responsibilities:

  • Coordinate, supervise and effectively schedule the Contact Center staff and their daily activities in servicing the membership.

 

  • Establish performance standards for positions within the department, monitor performance and provide feedback to employees, i.e. only two errors per month, only two member complaints per month, all phone calls returned within one hour, etc.

 

  • Provide consistent and ongoing support to the staff:
  1. Conduct regular performance appraisals (quarterly and annually);
  2. Plan and conduct regular department meetings;
  3. Regularly assess training needs of department employees and schedule additional education as needed;

d)   Recognize and reward employees for achievement;

e)   Act as a role model, motivator and coach.

 

  • Maintain employee time records and report to the Vice President, Sales and Member Service, any missed work or scheduled days off.

 

  • Coordinate the processing of all new member applications received by mail.

 

  • Establish and maintain a sales and service culture among department employees.

 

  • Motivate staff to cross-sell products and services, provide referrals and promote automated services.

 

  • Establish individual sales goals for department employees and track results, i.e. department will generate set dollar amount in new car loans, deposits, credit cards, IRAs, etc.

 

  • Monitor sales activity of the department and administer sales incentive programs.

 

  • Ensure member satisfaction by developing and implementing a system to address member complaints and resolve account-related problems.

 

  • Maintain and improve the quality of the Credit Union’s financial products and services and assist in the development of new products/services.

 

  • Develop a working knowledge of the Credit Union’s data processing system, Symitar.

 

  • Develop thorough knowledge of lending and financial services.

 

  • Assist in other areas as directed by Credit Union management.

 

  • Develop an understanding of Credit Union history, philosophy, organization, policies and operational procedures.

 

  • On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs.

 

  • Must be able to relate to other people beyond giving and receiving instructions: (a) can get along with coworkers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor.

 

 

 

 

Position Requirements

Objective:

The Virtual Member Service Manager provides the primary level of sales and service support to the Member Contact Center Member Sales and Services Representatives.  This high-contact position is responsible for tracking Contact Center sales activity, staffing and supervision and requires the ability to deal effectively with Members and Associates primarily by telephone, in writing and in person.

 

Duties and Responsibilities:

  • Coordinate, supervise and effectively schedule the Contact Center staff and their daily activities in servicing the membership.

 

  • Establish performance standards for positions within the department, monitor performance and provide feedback to employees, i.e. only two errors per month, only two member complaints per month, all phone calls returned within one hour, etc.

 

  • Provide consistent and ongoing support to the staff:
  1. Conduct regular performance appraisals (quarterly and annually);
  2. Plan and conduct regular department meetings;
  3. Regularly assess training needs of department employees and schedule additional education as needed;

d)   Recognize and reward employees for achievement;

e)   Act as a role model, motivator and coach.

 

  • Maintain employee time records and report to the Vice President, Sales and Member Service, any missed work or scheduled days off.

 

  • Coordinate the processing of all new member applications received by mail.

 

  • Establish and maintain a sales and service culture among department employees.

 

  • Motivate staff to cross-sell products and services, provide referrals and promote automated services.

 

  • Establish individual sales goals for department employees and track results, i.e. department will generate set dollar amount in new car loans, deposits, credit cards, IRAs, etc.

 

  • Monitor sales activity of the department and administer sales incentive programs.

 

  • Ensure member satisfaction by developing and implementing a system to address member complaints and resolve account-related problems.

 

  • Maintain and improve the quality of the Credit Union’s financial products and services and assist in the development of new products/services.

 

  • Develop a working knowledge of the Credit Union’s data processing system, Symitar.

 

  • Develop thorough knowledge of lending and financial services.

 

  • Assist in other areas as directed by Credit Union management.

 

  • Develop an understanding of Credit Union history, philosophy, organization, policies and operational procedures.

 

  • On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs.

 

  • Must be able to relate to other people beyond giving and receiving instructions: (a) can get along with coworkers or peers without exhibiting behavioral extremes; (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others; and (c) respond appropriately to criticism from a supervisor.

 

Required Qualifications:

Undergraduate degree in Business or Finance or related education and experience

Three to five years of managerial experience

One to two years in a sales environment

Strong organizational skills

Professional demeanor

Effective communication skills

 

Desired Qualification:

Previous experience in a branch management or assistant branch management capacity

 

Exempt/Non-Exempt Exempt  

Full-Time/Part-Time Full-Time  

Location Gahanna Corporate Office  

Req Number MAN-13-00007  


This position is currently not accepting applications.

To search for an open position, please go to http://KembaFCU.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Assistant Branch Manager - Location TBD in Columbus, Ohio
Posted on: 1/17/2014
[Apply Now]

Assistant Branch Manager in Columbus, Ohio
Posted on: 9/5/2013
[Apply Now]


Other Jobs Within 60 Miles
Assistant Branch Manager in Columbus, Ohio
Posted on: 9/5/2013
[Apply Now]

Assistant Branch Manager - Location TBD in Columbus, Ohio
Posted on: 1/17/2014
[Apply Now]

General Resumes in Gahanna, Ohio
Posted on: 2/3/2012
[Apply Now]

Head Teller in Bellefontaine, Ohio
Posted on: 3/24/2014
[Apply Now]

Part-Time Teller in Columbus, Ohio
Posted on: 8/22/2013
[Apply Now]

 


AppOne.comTM   copyrightŠ1999-2013 HR Services, Inc.
Click here for technical assistance.