Service Center Manager

Who Are We?

San Francisco Federal Credit Union is a reputable financial institution dedicated to providing excellent services and support to our members. With a commitment to integrity and innovation, we strive to meet the diverse financial needs of our community.

With an "A" health rating and solid year-over-year growth, San Francisco Federal Credit Union’s (SFFedCU) membership is now over 43,000, with assets surpassing $1.4 billion and branches located in San Francisco and San Mateo County. Continuing along its highly successful growth trajectory, SFFedCU is seeking a Service Center Manager.

The Position

The Service Center Manager is responsible for overseeing the daily operations of a multi-channel contact center that handles customer interactions via calls, chats, fax, and secure messages. The manager ensures that the team delivers exceptional member service, meets performance metrics, and complies with company policies and procedures. This role involves leadership, strategic planning and continuous improvement of contact center processes to enhance member satisfaction and team productivity.

Responsibilities

• Ensure the team consistently provides accurate, empathetic, and timely responses to member inquiries and concerns across all communication channels.

• Monitor and analyze team performance using key performance indicators (KPIs).· Evaluate and optimize service center processes, tools, and workflows to enhance efficiency and service quality.

• Identify and report trends in member feedback to implement solutions to address common issues.· Handle escalated member issues and collaborate with other departments to resolve complex problems.

• Sets and meets performance goals for quality, service, and efficiency; establishes goals for self and others that are designed to achieve exceptional business results. Measuring metrics and holding team members accountable is most important in this role.

• Set clear performance expectations and provide regular feedback through one-on-one coaching and team meetings.

• Develop and implement training programs to improve agent skills in communication, problem-solving, and technical knowledge. Proactively promotes an advocacy culture within the department.

• Conduct regular assessments to identify training needs and provide ongoing development opportunities.

• Partners with leaders in other departments to solve problems and continuously improve the Credit Union’s processes to create efficiencies and elevate member service.

Who Are You?

• 3- 5 years working in a Service/Call Center in a management role with experience in a credit union or bank preferred.

• Degree of two years, or experience in a related field.

• Interpersonal Skills: Work involves a high level of personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a high degree of confidentiality and discretion, requiring diplomacy and tact in communication.

• Excellent communicator. Customer service skills are extremely important as well as the ability to lead a team.

• Systems; Outlook, Word, Excel with preferred knowledge of Keystone, Meridianlink and MLG Member Loyalty Group.

Why Join Us?

The compensation package includes an excellent benefits program including health insurance plans, generous PTO, 401(k) contributions, profit sharing, a competitive base, bi-annual bonuses as well as tuition reimbursement.

SFFedCU is an Equal Employment Opportunity Employer. In accordance with federal and state laws, SFFedCU does not discriminate in employment because of race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition (associated with cancer, a history of cancer or genetic characteristics), veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information or any other characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Last updated on Feb 14, 2025