Founded by a small group of educators, Michigan Schools & Government Credit Union (MSGCU) has been providing quality financial services to the community for more than 69 years and welcomes everyone in Michigan to bank with us. We are financial champions committed to helping our members achieve financial success by rallying behind them and their goals. As the sixth largest Credit Union in Michigan, MSGCU has 19 branch offices, soon to be 20 in southeast Michigan, over 400 team members, 140,000 members, $3.3 billion in assets, and a 95% member satisfaction rating for two decades. We are a caring organization that strives to ensure an equitable and inclusive culture where everyone is valued and respected. Our dedication to team member engagement has contributed to the honor of being named a Top Workplace by The Detroit Free Press ten years in a row.

If you have a passion for helping people and providing exceptional and dependable service, we want you on our team!

Information about our comprehensive total rewards package can be found here.

Overview of Responsibilities: Leads and manages Call Center for sales and operations, including agents with the following teams: inbound, outbound and virtual services, to ensure the financial objectives, strategic goals and institutional growth are met in accordance with the credit union's policies and state and federal government regulations, and in alignment with our desired member experience.

Essential Duties and Responsibilities:

• Applies knowledge of business and the marketplace to advance the organization's goals, develops and manages to mid-range and long-term plans (strategies, targets, goals, staffing, etc.) for the Call Center, and serves as subject matter expert for MSGCU with responsibility for ensuring the effectiveness of the Call Center's day-to-day operations. Prepares, manages and reconciles the operating budget for the Call Center and provides regular reporting as required.
• As leader in the Call Center, focuses on providing high quality service to all members through a consistent approach to delivering the member experience that includes sales, services, member satisfaction, operational and people management in order to build strong member (internal/external) relationships and deliver member-centric solutions. Demonstrates CML (Creating Member Loyalty)/SLS (Sales Leadership Strategies) skills and provides a positive role model for others including active listening to seek understanding of members'/team members needs and effectively using Crucial Conversations skills, with a minimum of noise.
• Makes good and timely decisions using sound rationale, taking into consideration risk, regulations, data and important factors, to ensure the overall effectiveness of the Call Center and that are in alignment with the organization's focus and direction. Supports data-driven decision making for day to day as well as future focused developments of the department.
• Plans and aligns work and enables the call center team's success by setting clear objectives in alignment with broader organizational goals. Responsible for leading departmental projects and is a subject matter expert for corporate projects. Effectively removes obstacles as needed. Establishes appropriate controls related to empowerment to enable delegation of responsibility.
• Identifies, oversees and is responsible for optimizing work processes. Scans the environment, identifies emerging influencers, employs best practices and otherwise provides leadership related to process improvements, workflow enhancements, effective use of technology (hardware, software, systems), etc. with a focus on continuous improvement.
• Holds self and others accountable meet commitments. Ensures a high level of excellence and takes responsibility for outcomes.
• Individually demonstrates and ensures delivery by the Call Center team of a high level of excellence, professionalism, efficiency, accuracy and responsibility for outcomes. This includes performing all duties related to the Call Center, and assisting all Call Center team members as needed in their role.
• Collaborates effectively with internal and external stakeholders to meet shared objectives, improve relationships, develop teamwork and deliver high quality member service.
• Effectively communicates using various forms of communication (written, verbal, presentation) and actively listens in order to accommodate the needs and abilities of different audiences.
• Builds effective teams that apply their diverse skills and perspectives to achieve common goals, engages team in the sales process and effective activities to achieve team and corporate goals. Works effectively with the call center leadership team to assimilate new hires through training and mentoring. Encourages and develops cooperation among all levels of team members to ensure a team effort and prompt member service.
• Gains the confidence and trust of others by modeling honesty, integrity authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Exhibits self-awareness by soliciting feedback and uses self-reflection gain productive insight into personal strengths and weaknesses. Effectively demonstrates situational adaptability by easily adapting approach and demeanor in real time to match the shifting demands of different situations.
• Represents MSGCU at trade functions, professional organizations, and community activities, and participates in the credit union movement on a local and state level.

Essential Preparation and Experience:

• Bachelor's degree in Business Administration, Finance or related field or the equivalent combination of education and relevant work experience; and
• 5 years of related, progressively more responsible call center experience, preferably within a financial institution; and
• 3 years of leadership experience.

Essential Knowledge, Skills, and Abilities:

• Strong coaching, mentoring, and overall leadership management and development skills. Superior interpersonal skills necessary to resolve member and team member concerns.
• A thorough understanding of management procedures with the ability to plan department activities, develop and set objectives, lead department projects and budget.
• Possess the skills necessary to direct team members towards the desired objectives, controlling the function by developing performance standards, measuring results, taking corrective action and rewarding team members as appropriate.
• Call Center environment knowledge with demonstrated subject matter experience.
• Complete familiarity with MSGCU's products, services, and programs as well as policies and guidelines to provide optimal services to members
• Excellent organizational, time, and resource management skills to enable and support collaboration with fellow managers.

Working Conditions:

• Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
• Occasionally required to travel throughout the MSGCU's service area as business needs require.
• Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
• This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.

Compensation and Benefits:

Competitive salaries are just the starting point for MSGCU team members. Generous health benefits, vacation time, retirement plan contributions and discounts on loans and phone service also come with the job.

• Base salary begins at $68,000 / year
• Team members in this role are eligible to earn incentives as part of our variable compensation plan
• Medical, dental and vision on your first day! You can choose the most generous Health Savings Account (HSA)-eligible medical plan with no monthly premium for you (and your family)
• If you are at least 21 years old, you will receive a 3% contribution from MSGCU, and a 100% match for the next 7% you contribute to your 401(k)
• You will enjoy 13 paid holidays and up to 120 hours of PTO your first year of service (pro-rated based on start date)

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