Advanced Search


Start New Search:

regional sales representative
internet security
environmental health safety
information security officer
service center manager
storage facility
quick lube
computer security
oil change
bank secrecy act
pain management
customer service specialist

Customer Service Center Manager

Share Job
Suggest Revision
Mountain America Credit UnionLong Beach, CA
  • Please reference the schedule and minimum qualifications listed below before applying.
  • If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.
  • Job SummaryManage the operations and staff of the Service center to ensure quality service to the members and enhance their financial relationships with the credit union.
  • Job DescriptionLOCATION:Mountain America Center-Service CenterSandy, UtahTo be effective, an individual must be able to perform each job duty successfully.
  • Oversees all Service center functions to ensure quality service is provided, credit union policy and regulatory requirements are met.
  • Manages vendors for products.
  • Maintains Call Center Reports.
  • Exemplifies MACU values and philosophy while fulfilling responsibilities as a leader in the Service center and of the credit union.
  • Trains, coaches and evaluates department staff on credit union policies, procedures, philosophies and department functions to encourage the achievement of operational, service and sales goals.
  • Assists and trains staff in identifying the financial needs of members and potential members and meeting those needs by selling the credit union's products, services and technologies.
  • Monitors telephone calls and analyzes statistical information to track employee performance, increase efficiencies, and recommends changes and enhancements to continually improve the quality of customer service.
  • Plans for future development of Service Center function and skill set.
  • Develops call models from statistical data to determine daily staffing requirements.
  • Utilizes judgment and responsibility in fulfilling members' needs using the credit union policies and the hierarchy of decision-making.
  • Oversees communications with members that are conducted through e-mail, Internet and Online Branch messaging systems.
  • Develops, implements and administers procedures and programs to facilitate the processing of loans throughout the department.
  • Counsels members regarding credit and handling credit disputes.
  • Verifies, documents and approves loan applications to ensure compliance with all policies and regulations and to minimize any potential loss.
  • Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.
  • Monitors and responds to daily and hourly changes in incoming call patterns.
  • Programs telecommunications equipment to effectively redirect calls to meet these changes.
  • Assists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
  • Monitors new Call Center technology and propose products to improve efficiencies.
  • Performs other duties as assigned.
  • Depending upon area managing, the following duties responsibilities may also be required:TECHNOLOGY MANAGERMonitors and responds to daily and hourly changes in incoming call patterns.
  • Monitors new Call Center technology and proposes products to improve efficiencies.
  • TRAININGAssists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
  • Develops measurement means to assess the effectiveness of the training department to ensure standards are achieved and continuous improvement is made.
  • Assesses training needs for the SC and determine how to best meet those needs in order to introduce successful training programs.
  • Gathers training reports and submit those to interested parties.
  • Researches, develops, updates and produces written training programs to achieve the objectives of the credit union.
  • Presents information and facilitate group discussions and group processes to provide effective learning.
  • KNOWLEDGE, SKILLS, and ABILITIESThe requirements listed are representative of the knowledge, skills, and/or abilities required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
  • ExperienceThree to five years of similar or related experience (possibly 5 -8 years)EducationCollege Degree or EquivalentLicenses, Certificates, RegistrationsMust meet all expectations of an Agent 3Must be MSR CertifiedMust complete other trainings as needed (i.e. Loan and Membership training)Must have at least four years service center/branch experienceComputer/Office Equipment SkillsExtensive knowledge and understanding of credit union policies and procedures.
  • Working knowledge of PC's, Windows , internet browsers, e-mail, Word, and Excel.
  • Knowledge of Internet security and protocol.
  • Knowledge of the use and function of Automated Call Distributing systems, telecommuting and other telecommunications equipment.
  • Ability to supervise and lead others to give quality service.
  • Managerial ResponsibilityHas managerial responsibility for a group employees with diversified functions.
  • Policies and practices may be implemented through subordinate supervisors.
  • Estimates personnel needs and assigns work to meet these needs.
  • Supervises, coordinates, coaches and reviews the work of assigned staff.
  • Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.
  • Other Skills and AbilitiesAbilities usually acquired in three years Call Center Supervisory experience.
  • Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
  • Must have the ability to coach and direct the work of others to give quality service.
  • Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment.
  • Must have the ability to supervise and lead others to give quality service.
  • Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union.
  • Must have the ability to work in a team environment and promote teamwork among staff.

Similar jobs:

  • All Jobs
  • Active
Customer Service Specialist
Bank of HopeTorrance, CA
Branch back counter captureMiscellaneous tasks and duties associated with the operations of a retail banking branchComplies with the Bank's security program, including but not limited to:Reviews and complies with the End-User Computing AgreementAcquires good knowledge on functions and usage of computer systems as related to the assigned job functions.
Service Center Manager
Valvoline IncLong Beach, CA
Henley Enterprises Inc, the largest franchisee of Valvoline Instant Oil Change (VIOC), is hiring Service Center Managers.
Financial Center Assistant Manager - Carson
Bank of AmericaLong Beach, CA
If you join our team, well count on you to care for, advise and guide our clients when they need us most whether theyre just starting out, buying a home, building a family or planning for retirement.
Medical Service Representative
Trex RehabLong Beach, CA
As a member of the Companies of OneDirect Health Network, T-Rex Rehab and is dedicated to addressing and solving some of the most important unmet medical needs in Orthopedics, pain management and improved surgical outcomes.
Customer Service Representative
Robert Half InternationalCypress, CA
If you're looking for work in a dynamic, rapidly changing call center in the Insurance - Health field, this Customer Service Representative opportunity via Robert Half might be for you!
How do Good Interviewers Prepare for Interviews?

Just like candidates take the time to research you and your company, you should take the time to prepare for the interview. Preparing for the interview doesn't just reflect well on your employer brand and create a better candidate experience. Preparation also helps prevent bad hiring decisions. Bad hiring decisions are usually a result of poor execution during the hiring process. However, going into an interview fully prepared and ready to evaluate candidates will help avoid bad hires. So, here are 6 interview preparation tips for employers.

Consumer & Business Banking Regional Manager
East West BankTorrance, CA
Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets.
Customer Service Representative / Call Center CSR
Chartwell Staffing SolutionsLong Beach, CA
Thirty (30) full-time Call Center Customer Service Representatives needed to respond to telephone inquiries and provide quality service to customers and associates inquiring about the availability of products or the status of orders.
Customer Service Representative
Robert HalfCypress, CA
Description If you're looking for work in a dynamic, rapidly changing call center in the Insurance - Health field, this Customer Service Representative opportunity via Robert Half might be for you!
Customer Service Representative
Robert Half Office TeamTorrance, CA
This Customer Service Representative position via Robert Half in a dynamic, rapidly-changing call center might be the job for you, if you're looking for work in the Manufacturing field.
Why Work in Sales? 9 Reasons & Tips on Answering as an Interview Question!

Working in sales can be demanding and challenging, but it can also be gratifying. Sales is an excellent career with a clear path full of excitement and potential for growth. So, if you're contemplating careers and have wondered "why work in sales?", keep reading to determine if sales is a suitable role for you.

Outbound Call Center Customer Service Representative
Walker AdvertisingTorrance, CA
Both a leading and growing marketing services organization, we pioneered legal advertising to the Spanish-speaking community and have multiple brands operating in the legal services category.
Relationship Manager
Citizens Business BankTorrance, CA
The Relationship Manager is responsible for managing a portfolio of Commercial clients and developing good Commercial business relationships that lead to commercial loans (Commercial and Industrial), deposits and other banking products offered by the Bank. The Relationship Manager must assist with the management of the Center sales and service efforts to ensure retention of existing relationships and growth of new relationships.
Security Officer - Town Center
Allied UniversalTorrance, CA
Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose.
Customer Service Manager
Road Machinery LLCLong Beach, CA
Ensure high utilization of all heavy equipment is maintainedEnsure the customer is maintaining the equipment per manufacturer intervalsSolving billing issues.
How Long Does it Take to Hear Back from a Job?

Are you applying for your very first job? Maybe you’re anticipating your termination from your current role and want to be proactive. Either way, waiting to hear back on your job application can be stressful. If time has passed since you applied, you may wonder how long does it take to hear back from a job. Well, the answer is... it depends. 

Client Service Representative
Bank of America CorporationLong Beach, CA
If you join our team, we'll count on you to care for, advise and guide our clients when they need us most - whether they're just starting out, buying a home, building a family or planning for retirement.
Bilingual Spanish Call Center / Customer Service Reps Needed
AppleOneLong Beach, CA
Well know consumer products company near Long Beach is looking to hire bilingual Spanish call center/customer service representatives.
$42,000 a year Full-time

Latest Blog Posts: to Respond to a Recruiter Through Email? (Tips & Examples)Rather than wading through an endless list of open roles, wouldn’t it be nice if relevant job opportunities come to you? to Reject a Candidate ProfessionallyWhen deciding on how to reject a candidate, your first question may be Does Salary Pay Work? (Compared to Hourly Pay)At the bottom of each job advertisement, companies label a role as salaried or hourly. Both methods will get you paid (yay), but each in very different ways. So, it's essential to figure out how does salary pay work? While employees paid by the hour are paid based on how long they work, employers pay salaried employees a fixed amount. Quiet Quitting PhenomenonThe term, quiet quitting, was coined in 2009, but only now is it gaining traction as young Millennials and Gen Z workers are experiencing record levels of burnout. With the pandemic and the state of the economy, young employees are feeling the pressure. So, quiet quitting comes into effect when that pressure is exasperated by work stress and no managerial support. to Avoid a Bad Hire"A new employee who doesn't meet the minimum performance, quality, and culture fit standards you set when you began sourcing and recruiting. Additionally, bad hires will immediately show signs of self-interest instead of an interest in their role and the company." Tech Jobs You can Get Without a College DegreeYou might think that if you don’t have a computer science, information technology, or related degree, then there’s absolutely no way you can break into the technology field and score a high-paying tech job. But this is a misconception. There are actually tons of tech jobs out there that don’t require a college degree. Instead, employers are more interested in the skills that you can offer. So, read on to learn more about how to land tech jobs without a degree. Are SMART Goals?When it comes to achieving our goals, there’s a lot of noise to work through. A study by the University of Scranton has found that only 8% of people who set New Year’s resolutions actually achieve them. Our busy lives might be one reason for this. Another, even more important reason, is our approach to goal setting. Being too vague, too ambitious or simply unclear on the timeframe can set us up for failure.