Position Summary

eServices Managers lead employees to achieve the strategic initiatives set forth by the Credit Union. The position is responsible for the complete member and employee experience with enhanced focus on the digital experience for employees and members. The eServices Manager is responsible for identifying areas of strength and development for their team, and utilizing this knowledge to lead the department to achieve its goals. The eServices Manager is responsible for the training, coaching, mentoring, and performance of the employees. The position is responsible for growing and developing the department. In addition, the Manager ensures compliance with Credit Union policies and procedures. The Manager leads operations, including member service, lending, new accounts, and sales.

Schedule

• This position requires the ability to work during the hours of the department, including Saturdays and the hours necessary to meet responsibilities
  
  • Department Hours: Monday – Friday hours may vary between 7:00am and 9:00pm and Saturday from 8:45am to 5:00pm
• Additionally, this position is required to represent the Credit Union in the community at events and volunteer functions.

Benefits

• 100% company-paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
• 401(k) with a 2:1 Match
• Tuition Reimbursement
• 12 Weeks Paid Parental Benefit
• To learn more about our benefits, visit www.msufcu.org/benefits

Essential Duties and Responsibilities

eServices Manager

• Understand performance of employees by recognizing strengths and areas of development, while mentoring, coaching, and developing skills for success
• Deliver accurate and timely feedback regarding overall performance of employees; utilize performance management system to document employee performance, and provide timely delivery of review
• Develop Department Lead to provide effective support to Management and employees, ensuring their decisions and direction to employees matches Credit Union direction
• Develop Department Trainer to deliver thorough training to department employees that supports Credit Union direction
• Responsible for the complete member experience and performance of employees within the department, ensuring resolution for any situations that arise
• Work independently with limited supervisory direction, using knowledge, judgement and resources to address unfamiliar situations
• Develop functional understanding of how technologies work and ability to translate technical information and explain it to employees and members
• Maintain a strong working knowledge of digital systems and platforms to provide solutions
• Work closely with IT teams to maintain working knowledge of digital systems utilized by members such as chat, virtual assistant chat bot, member to member transfers, etc.
• Garner support for digital initiatives from the department
• Support Credit Union digital initiatives by actively participating in beta testing and early adoption of new products and services
• Assist employees in person and through various helpline channels with member situations, overrides, and decisions
• Conduct on-going training to ensure employees have working knowledge of department procedures regarding all safety and security guidelines
• Lead department through difficult circumstances such as emergency situations
• Troubleshoot employee used systems and understand escalation process to appropriate departments
• Ensure the completion and accuracy of all audits to remain in compliance with policy
• Create promotions that align with Credit Union initiatives while adding value to the department
• Use critical thinking to solve problems
• Handle complex situations finding the most appropriate solution with confidence, knowledge, and creativity
• Build culture of department to ensure a positive environment for employees and members
• Utilize knowledge of Credit Union financials to drive strategic initiatives forward
• Understand, recognize, and act with urgency to appropriate to situations
• Assume risk and utilize lending limits commensurate with level, while mentoring others in Credit Union philosophy
• Use judgment and decision making skills to protect members and the Credit Union, while teaching others to do the same
• Lead hiring and onboarding processes for positions posted within the department
• Maintain professionalism with interactions and relationships throughout the Credit Union
• Attend and support internal Credit Union events
• Actively work with employees on performance management, including the corrective action process when necessary, to improve work performance, while maintaining professionalism and confidentiality
• Provide timely response when information or follow up is needed
• Follow procedures to mitigate risk while ensuring others do the same
• Build relationships with members by educating them about relevant products and services while training others to do the same
• Analyze, research, and resolve discrepancies and offages
• Identify and prepare employees to take on leadership roles within the Credit Union
• Maintain regular communication with the department AVP, sharing relevant information as needed
• Understand and be able to perform duties and responsibilities performed by employees
• Monitor and take ownership of performance and productivity of your area
• Assist employees in evaluating and decisioning member situations
• Respond to and take corrective action on, all internal and external audit findings
• Remain current on information, processes, and software relevant to the department
• Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines
• Participate in training activities to ensure compliance with Credit Union policies and Federal and State regulations and laws
• Understand and maintain appropriate staffing levels to meet membership needs
• Evaluate and respond to fluctuations in membership volume to ensure service levels are met
• Work with other departments to provide superior service and consistency for the membership and employees
• Perform other duties and assist other employees, as assigned

eServices Manager I

• Identify areas of development for employees and provide clear performance feedback
• Recognize and respond to escalated member situations as they occur, ensuring the support of employees
• Maintain daily department operations with limited supervision, recognizing when to escalate to AVP
• Create a consistent schedule that maintains appropriate staffing levels to meet membership needs
• Evaluate and update the schedule each day to ensure appropriate staffing based on changing circumstances within the department
• Recognize fluctuations in volume, demonstrating ability to move team fluidly throughout daily tasks to support member needs
• Utilize department metrics to increase understanding of department performance; Take ownership of performance and productivity of the team and department
• Understand performance of employees by recognizing strengths and areas of development, while mentoring, coaching, and developing skills for success
• Represent the Credit Union at events in the surrounding communities
• Communicate information in a clear and concise way that is impactful to employees, through multiple digital channels and in person
• Create and develop goals, objectives, and sales strategies
• Identify and communicate trends that impact the level of service provided in the department
• Lead your area through difficult circumstances such as robbery or other emergency situations with support
• Work with AVP to determine strategic direction for your area
• Mentor and develop Management Development Associates
• Recognize training needs within the department, create and/or coordinate relevant resources
• Actively participate on committees or projects within the department
• Actively work with employees on performance management, including the corrective action process when necessary, to improve work performance, while maintaining professionalism and confidentiality
• Provide timely response when information or follow up is needed
• Follow procedures to mitigate risk while ensuring others do the same
• Understand and be able to perform duties and responsibilities performed by employees
• Use critical thinking to solve problems
• Respond to and resolve escalated member situations with support as needed, while teaching others to do the same
• Handle complex situations finding the most appropriate solution with confidence, knowledge, and creativity, with support as needed
• Build culture of department to ensure a positive environment for employees and members with support
• Actively learn about Credit Union financials
• Perform all of the eServices Manager duties and responsibilities

eServices Manager II

• Perform all of the eServices Manager and Manager I duties and responsibilities
• Demonstrate ability to assist in the development of co-managers operational and managerial skills, resulting in overall growth and performance
• Demonstrate ability to develop employees' skills, resulting in growth and overall performance
• Recognize and respond to escalated member situations, resulting in de-escalation and resolution, while teaching others to do the same
• Recognize and implement opportunities to update procedures and improve daily department operations
• Utilize knowledge of department volume and seasonality to predict changes in member traffic patterns
• Increase performance and productivity of department
• Create and develop goals, objectives and sales strategies for the team, that aligns with Credit Union direction
• Identify, communicate, and provide solutions for trends that impact the level of service provided in the department
• Determine and implement strategic direction for the department, that aligns with the Credit Union philosophy
• Evaluate processes and procedures to offer suggestions for increased efficiencies
• Lead team through difficult, complex, or emergency situations

Senior eServices Manager

• Mastery of eServices Manager, eServices Manager I and eServices Manager II duties and responsibilities
• Proven ability to successfully assist in developing co-managers operations and managerial skills
• Proven ability to consistently and successfully develop employees while assisting them in advancing their skill-set and career
• Recognize inefficiencies within the department, making recommendations for updates that will improve overall member and employee experiences
• Demonstrated skill of providing support to members and employees during situations that impact safety and security
• Contribute to growth and development of peers by providing direction and perspective regarding complex situations
• Regularly act as a mentor and peer leader to members of the management team
• Be a known resource throughout the organization, providing direction aligned with Credit Union philosophy
• Regularly take independent initiative to develop solutions for issues challenging to the department or Credit Union
• Share information obtained through independent learning; present ideas to benefit the department and the Credit Union
• Utilize advanced knowledge of the department's financials; identify trends in the Credit Union financials to drive performance and change
• Take a leadership role for projects and committees within the department and Credit Union wide
• Develop processes and procedures to ensure superior service is experienced at every touch point with members and employees
• De-escalate complex situations involving members and/or employees, while teaching others to do the same

Knowledge, Skills, and Abilities Required

eServices Manager I

• Bachelor’s degree required
• Strong communication skills
• Ability to share strategic direction
• Knowledge of Credit Union’s culture, philosophy and mission
• Knowledge of Credit Union’s systems, products, services, procedures, laws and regulations
• Ability to work independently while utilizing resources
• Ability to adapt and assist others through change
• Judgment and knowledge when making decisions
• Ability to prioritize, work efficiently, and meet deadlines
• Demonstrate initiative, responsibility, integrity, and dependability
• Attention to detail with emphasis on accuracy
• Organizational skills and ability to multi-task
• Exemplify reliability and dependability
• Ability to analyze and think critically
• Three or more years of financial industry experience preferred
• Previous management experience preferred

eServices Manager II

• All of the eServices Manager I knowledge, skills and abilities
• Advanced communication skills
• Ability to develop and garner performance from employees
• Ability to define strategic direction
• Advanced analytical and critical thinking skills
• Independent judgment and decision making skills
• Ability to lead employees through complex change
• Strong knowledge of lending decision making
• Strong organizational skills and ability to multi-task

Senior eServices Manager

• Mastery of all required knowledge, skills and abilities of eServices Manager I and eServices Manager II
• Advanced ability to understand complexities of department, taking corrective action to resolve concerns before they escalate
• Ability to develop strategic direction for the area
• Ability to assist others in determining solutions utilizing strong analytical and critical thinking skills
• Ability to lead peers through complex change
• Shown ability to utilize organizational skills
• Bachelor’s degree required with preference toward a Master’s degree

Physical Demands and Work Environment

• Ability to utilize office equipment including work at a computer, interact with others, and move about the department
• Ability to lift up to 50 pounds
• Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
• Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure

Education

• Bachelors or better

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)