Co-op services Credit Union Manager, Client Solutions in Des Moines, Iowa
We’re currently seeking aManager, Client Solutionsto assist our Director, Client Support with implementing the strategic vision, values and service standards. This individual will provide daily operational support, management, leadership and coaching, budget oversight, project management and communication to the Client Support team.
Provide leadership to a team of client solutions professionals that own all aspects of the operations relationship with clients
Provide daily operational support by: managing/reviewing the volume, accuracy and service levels of client requests, assigning employees to specific support tiers and/or projects, ensuring effective communication across internal departments, and serving as a point of escalation for operational service issues and working with internal departments for timely resolution.
Provide leadership and management by: developing staff expectations and goals, creating team building opportunities, identifying training opportunities, facilitating coaching and/or performance reviews, establishing development plans, leading hiring/termination processes.
Create and maintain a consultative environment as it relates to clients and internal staff.
Track and monitor client satisfaction to ensure the best methods/products/practices are being utilized; ensure quality is being delivered in every interaction.
Participate in the budget planning process; meet budgetary requirements throughout the fiscal year.
Ensure department and company policies and procedures are being followed by staff.
Assist the Director of Client Support with the implementation of new processes, products, product enhancements and special projects.
Maintain professionalism in every interaction with internal and external clients.
Travel approximately 10-15% of the time.
Bachelor's degree in business administration, marketing or related field; equivalent work experience can be substituted for degree.
3-5 years of previous account management experience.
3-5 years of experience from within the financial services industry, specifically with credit, debit and ATM.
Strong leadership and coaching skills. 4+ years of management supervisory experience. Proven management experience with a successful track record of leadership, coaching, and staff development and motivation; must be able to coach, train and support a team.
General knowledge of contract negotiations, portfolio analysis and effective marketing practices.
Ability to maintain professionalism under stressful conditions.
Excellent verbal and written communication skills with proven ability to manage complex situations.
PC skills, including strong working knowledge of Microsoft Excel, Word and Outlook.
Subject to be on call as needed/ able to work weekends and evenings as required.
If you are highly motivated and would enjoy the diversity of challenges and opportunities, please submit your resume, cover letter and salary requirements.
CO-OP Financial Servicesis the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.
Req No. 2017-1401
Job Locations US-IA-Des Moines
Category Customer Service/Support