Supervisor Member Services

At PSCU Financial Services, you’ll discover more reasons to establish a career with us. We recognize and respect our employees as individuals and work hard at coaching them to be successful. An opportunity to work with us is a chance to find great satisfaction in a job that will go far beyond the workplace. PSCU Financial Services is the total value leader in credit/debit/ATM card processing, call center operations, and advisory services for credit unions.

The basic function of this position is to supervise, local and remote, Member Services support staff and assist the Member Services? Manager in facilitating communication and management of the relationships between members, PSCU Financial Services, FDR and third party vendors. Incumbent ensures that the highest quality service and performance standards are met and company policies and procedures are adhered to. May be required to temporarily act as Departmental Manager in their absence.QualificationsESSENTIAL FUNCTIONS:1. Ability to communicate effectively in both verbal and written formats with individuals or groups.2. Ability to manage multiple projects, work in a fast-paced environment and meet deadlines.3. Supervise Member Services staff that are located remotely or locally.4. Ability to exercise discretion and independent judgment in making decisions and interact effectively and positively with all levels of internal personnel, members and vendors.5. Ability to utilize personal computer and other general office equipment.6. Ability to travel by public conveyance as required.PHYSICAL DEMANDS:1. While performing the duties of this Job, the employee is occasionally required to talk, hear, handle, feel and sit.2. Specific vision abilities required by this job include close vision.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.RESPONSIBILITIES:1. Ensure all member inquiries are completed within PSCU-FS standards.2. Be available as an escalation point for critical issues and problem resolution in researching and responding to member inquiries by the Member Services staff.3. Identify opportunities and provide assistance for professional development and/or refresher training for Member Services staff.4. Monitor and coordinate communication between PSCU-FS? departments during the implementation of complex projects for members, to ensure successful completion. 5. Interact with staff and management at member locations, PSCU-FS? departments, FDR and third party vendors on problem escalation and research. 6. Provide support and direction to other PSCU-FS business units in the development of operational procedures, documentation, and training of existing and new solutions/services.7. Review and approve member requests relating to PCF, NOAH/ROW, computer letters, cardholder selects, solution enrollments, and other system related enhancements to ensure correctness. 8. Review, as necessary, for accuracy and completeness service inquires prior to submitting to appropriate departments and FDR for resolution. 9. Review and approve, as necessary, correspondence prior to delivery to members.10. Review and approve operational losses and member reimbursements within established guidelines. 11. Assist Member Services Manager with annual operational planning and budget process.12. Support other PSCU-FS business units by serving as a technical and knowledgeable resource.13. Provide member support as may be required from time-to-time. 14. Perform other miscellaneous duties as assigned. SUPERVISORY RESPONSIBILITIES: 1. Provide direction and leadership to staff; guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies, procedures, and guidelines are followed.2. Assist Managers with interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.3. Assist with and ensure the development and ongoing career progression of personnel by applying the necessary training and leadership that will allow internal growth and advancement.4. Direct staff, to ensure that all duties are performed according to departmental performance standards.5. Ensure Member Services staff are utilizing all required productivity tracking tools and collect, analyze, and publish various performance figures for periodic management review.EDUCATION:1. Four-year degree or equivalent combination of education and experience required.EXPERIENCE/SKILLS:1. Minimum five (5) years customer service experience required.2. Minimum two (2) years experience as a Member Services Representative II at PSCU-FS or three (3) years equivalent experience in the credit union, credit card and FDR system required.3. Minimum one (1) year supervisory/management experience or documented evidence of the completion, or current enrollment in a formal supervisory/management training program required.4. Ability to work in a fast-paced environment.5. Must possess strong problem solving and negotiation skills with the ability to influence the decisions of others.6. PC/Windows-based software experience with proficiency in Word, Excel and PowerPoint required.

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