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Arizona Financial Credit Union · 4 hours ago

Service Manager

Phoenix,AZ,US

Full-time

Hybrid

Mid, Senior Level

2+ years exp

Arizona Financial Credit Union is seeking a Service Manager responsible for managing daily operations to ensure a safe and efficient environment. The role involves ensuring compliance, coaching team members, providing training, and delivering exceptional member services.

BankingFinanceFinancial Services

Responsibilities

Ensures branch is following required compliance protocols, procedures, and audits

Monitors, coaches, and holds team members accountable for all branch errors, operational processes, and member experiences. Includes but is not limited to survey results, accuracy, financial losses, audit exceptions, fee refunds, overdraft privilege practices etc

Responsible for all branch training related to daily operations

Responsible to partner with Branch Operations Specialist to develop branch operational training sessions with an emphasis on accuracy and exceptional member experiences

Monitors member survey results and adjusts service expectations according to member feedback

Delivers services and expertise to members with a focus on growing business and empowers members toward self-service options

Ensures that processes lead to timely, accurate and positive service experiences for members, identifies and recommends solutions to processes that do not produce that outcome

Provides ongoing coaching and feedback to team members to improve performance and contributes to achieving branch and organizational goals

Expected to be branch expert on cash recycler machines

Provides support to the branch by fulfilling any branch role as needed

Performs other job-related duties as assigned

Qualification

Registered MLOFinancial institution experienceSupervisory experienceComputer knowledgeData analysisBusiness correspondenceEffective communicationProblem-solving

Required

High School diploma or general education degree (GED) and two (2) years' experience in a financial institution or retail sales or service industry

Registered MLO required

Knowledge of computers required

Ability to read, write, speak, and use proper grammar in English

Ability to type 25 wpm

Ability to read, interpret and analyze written instructions, correspondence, and procedure manuals

Ability to write business correspondence

Ability to communicate verbally both in person and on the telephone

Ability to speak effectively to members regarding inquiries or complaints

Ability to define problems, collect data, establish facts, and draw valid conclusions

Ability to calculate rates, ratios, and percentages

In compliance with the federal Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act of 2008, Arizona Financial employees acting as Mortgage Loan Originators (MLO) must be registered with the Nationwide Mortgage Licensing System (NMLS)

Applicants with certain criminal convictions, including but not limited to crimes involving dishonesty or fraud, or crimes involving financial services or a financial services related business, may not qualify for the MLO designation

To maintain MLO registration and the ability to perform these functions, they must renew registration on an annual basis, and update any changes to his/her registration information as needed

The MLO's registration and employment status will be available to the public on the NMLS Registry

MLOs routinely handle confidential member information and have strict requirements for maintaining the confidentiality and non-disclosure of that information