Oregon Community Credit Union (OCCU) is looking for a Member Solutions Manager to join our high performing team. If you have matching experience and want to work for a local credit union consider applying today!
The Member Solutions Manager enthusiastically leads and manages the Member Solutions team, ensuring optimal communication and teamwork within the department, the Operations team and the entire Credit Union. They champion and advocate exceptional member service by delivering ongoing mentoring and coaching to the team, modeling active listening, providing swift and accurate member solutions, and resolving member escalations coming through multiple channels of the organization, including the branch network, Member Contact Center and digital channels. The Member Solutions Manager demonstrates a broad knowledge of OCCUs products, processes, services and channels, while possessing a strong aptitude for technology and technology troubleshooting. This leader builds strong relationships and partners with key business units and team members to evaluate, address, resolve and report upon escalated member needs to serve as a champion of OCCUs Member Experience (MX) Philosophy.
As a not-for-profit financial institution, we strive to provide remarkable value and unparalleled personal guidance with every interaction. We focus on member service, community involvement and providing value to our more than 150,000 members with every decision we make. In exchange for high levels of work performance, dedication and innovative thinking, we are committed to providing our employees with a challenging, fun, open and engaging work environment that motivates them to stay with us over the long haul. Benefits include a robust 401(k) program with employer match after 6 months; medical, vision and dental coverage that starts the month after hire; life insurance and much more.
Location: Eugene, OR
Beginning Salary Range: $69,900 - $87,400 per year
Hire, schedule, develop, mentor, coach and assess team members. Oversee disciplinary action with the assistance of Human Resources.
Maintain a cohesive, highly trained and motivated staff sufficient to meet daily department demand and long-term organizational goals.
Drive constant improvement in Employee Engagement Scores.
Play a positive role in the development and growth of assigned departmental staff through excellent communication skills, both verbal and written, along with strong delegation skills assuring a highly effective, cross-trained staff.
Provide clearly defined goals and objectives aligned with OCCUs Strategic Plan; assist the team in delivering exceptional member service aligned with OCCUs MX Philosophy; recognize and celebrate successes with the team.
Act as the department leader in building a strong and motivated team that fully understands OCCUs Strategic Plan and their purpose within the organization. Assume full-ownership of the departments progress toward goals.
Lead the team responsible for member escalations and more technical member needs, providing prompt, accurate and courteous service using a professional attitude, personal ownership and extensive knowledge to fully assess and resolve member needs and escalations from traditional (branch) and digital member channels.
Closely monitor escalation tracking and dispositions through Service Now. Actively communicate and report trending to Leadership Team and the rest of the Credit Union.
Act as a liaison for member escalations with the Member Solutions team and subject matter experts (SMEs) ensuring member needs are resolved swiftly, thoroughly and accurately.
Become a SME on MyOCCU Online & Mobile to ensure leadership for the Member Solutions team. Collaborate closely with Product Manager of Digital Channels on 6-week release cycles to understand upcoming enhancements to ensure entire staff is properly trained and ready to serve members whom have questions about new enhancements and/or changes. Also, serve as a support to the branch network and Member Contact Center during go-live of 6-week release cycle, as Member Solutions Specialists may be able to offer quick tips to Operations staff by partnering with Communications.
Understand memberships current technology utilization and support members with a variety of different software and hardware needs related to digital channels (including access and use of OCCU phone systems, myoccu.org, secure messaging, telephone banking, online banking, mobile app, bill pay, remote deposit capture, third party financial software (Quicken, QuickBooks, Mint), browser & cookie issues).
Proactively contribute to a culture of continuous process improvement by staying apprised of industry best practices and trends and evaluating organizational metrics to enhance current internal process creating efficiencies and enhanced MX.
Monitor all team activities to ensure they follow established Credit Union policies and procedures, as well as other regulatory requirements.
Perform other duties as assigned.
Coaching and developing others Provide feedback, instruction and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities. Clarify performance, provide timely feedback, convey clear performance expectations, evaluate misalignments and foster developmental relationships.
Leadership disposition Demonstrate a poised, credible and confident demeanor that reassures others and models respect; convey an image that is consistent with the organizations vision and values.
Technology savvy Leverage ones practical knowledge and understanding of current technology tools, solutions and trends to troubleshoot issues, identify solutions and serve members with subject matter expertise on an ongoing basis. This includes actively garnering expertise with new resources, sharing that expertise with others and utilizing that knowledge base to create efficiencies while serving our internal staff and external membership with a high-level of confidence.
Building member loyalty Meet and exceed internal and external member expectations while cultivating relationships that secure commitment and trust. This includes the ability to enhance member esteem, clarify situations, involve and gain agreement regarding resolution, navigate member frustration and conflict and ensure satisfaction.
Decision making Identify and understand problems and opportunities by gathering, analyzing and interpreting quantitative and qualitative information; choose the best course of action by establishing clear decision criteria, generating and evaluating alternatives and making timely decisions; take action that is consistent with available facts and constraints and optimize probable consequences.
Cultivating networks and partnerships Initiate and maintain strategic relationships with stakeholders and potential partners inside and outside the organization (e.g., members, peers, cross-functional partners, external vendors, alliance partners) who are willing and able to provide the information, ideas, expertise and/or influence needed to advance understanding of business issues and achieve business goals.
Leading change Drive organizational and cultural changes needed to achieve strategic objectives; catalyze new approaches to improve results by transforming organizational culture, systems or products/services; help others overcome resistance to change.
Anticipate service issues and determine root cause and potential solutions.
Follow all company policies and act as a role model to others in the following of these policies. This includes, but is not limited to, providing exceptional internal and external service, championing company values, representing the Credit Union with a high level of professionalism, working hard to support your teams and arriving to work on time every day with a positive attitude.
Have an in-depth understanding and command of our technologies, digital channels and products suite.
Adhere to all documented standards, guidelines and procedures.
Collaborate with peers in other business units.
Deliver quality work within specified timelines.
Be self-motivated, highly organized and detail orientated, demonstrating ability to work both independently and in group settings.
Organize workload to ensure priority responsibilities are completed with quality and as scheduled.
Maintain the highest level of confidentiality regarding all sensitive, confidential, and proprietary Credit Union information.
Provide status updates to management and stakeholders regarding issues and progress.
Must be able to share and communicate ideas and processes in verbal and written form to executive staff, business units, and staff in a clear and concise manner that is the parlance of each group.
Maintain professional demeanor under stressful circumstances.
Stay up-to-date on regulatory compliance and complete all annual required courses.
Ensure that solutions maintain compliance with Credit Union and regulatory standards.
Four or more years of similar or related experience.
Two years of experience leading a team of member service professionals.
Demonstrated ability to resolve member escalations with courtesy, tact and diplomacy.
Excellent written and verbal communication.
Advanced knowledge of cookies, cache and different browser versions.
Experience with 3rdparty systems such as Finance Works, Mint.com, Quicken and QuickBooks.
Experience with an Online Banking Platform.
Understanding of Apple, Android, PC and Mac systems.
Proven ability to handle escalations.
Proficient in Microsoft Word and Excel.
Familiarity with online security.
Equivalent to a 4-year college degree or other related experience.
The physical demands and work environment characteristics 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 disabilities to perform the essential functions.
Physical Demands: While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; and to talk and hear. 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 and ability to adjust focus.
Work Environment: The noise level in the work environment is usually moderate.
Work Hours: This job can typically be done within a Monday through Friday schedule; however, based on events going on there will be times when evening and weekend work is required with little or no notice.
Oregon Community Credit Union is an Equal Opportunity Employer
Oregon Community Credit Union