JOB REQUIREMENTS: Job Details Job Location Oshkosh WI Main St - Oshkosh, WI Position Type Full Time Description POSITION SUMMARY The Service Center Manager serves the Service team by coaching, and development of the Service Specialist team and being responsible for the overall call center financial results, operational effectiveness, and productivity along with leading the team to carry out Verve\'s values. The Service Center Manager serves the credit union by providing high quality member service and assisting Service Specialist team in expanding member relationships. POSITION RESPONSIBILITIES General Responsibilities Collaborates with VP of Operations to ensure the development, implementation, enhancement and support of strategies, initiatives, and growth of the Credit Union. Oversees daily activity of Service Center Team to achieve established goals. Analyze and evaluate call reports to maintain member satisfaction through team member efficiency, accuracy, and speed of answer. Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one\'s duties. Responsible for Service Center financial results, operational effectiveness, productivity, and cost effectiveness Schedule staff to meet member needs. Track daily, weekly, monthly statistics. Maintain departmental budget. Works with Service Team Leads and the Learning and Development team to develop and administer training to designated team members. Performs call monitoring, coaching, and feedback to ensure the team is highly skilled, motivated, and exemplifies Verve\'s behaviors. Assists Service Team Leads with the development and coaching of team to identify and offer new opportunities to members, develop and expand member relationships and to handle more complex sales and service issues; assists with monitoring call center sales and referral program. Works with IT to maintain the smooth operation of the phone system to ensure calls are being received and routed correctly and answered in a timely manner in addition to helping test any phone system changes or upgrades. Ensures excellent member service by: Responding to account inquiries, deposit and loan rate requests, information about products and services, Internet Banking and ATM or Debit Card issues. Responding to incoming calls from both internal team members and external members. Identifying and offering new opportunities and solutions to meet members\' needs. Handling escalated and/or complex calls and member resolution decision making. Qualifications EDUCATION AND EXPERIENCE Minimum 3 years financial experience. Minimum 3 years Call Center... For full info follow application link. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/452B5FA4ACD242AE