Are you looking for an exciting career opportunity in a growth-oriented, collaborative environment? Work on a team with colleagues who are committed to providing outstanding member service! If you're passionate about serving your community in order to make a difference for as many people as possible, one of our open seats may be just right for you!
Check out the current job opening in MICHIGAN and MISSOURI; get in touch if you'd like to join our team:
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MUSKEGON, MI
CONTACT CENTER SUPERVISOR
Service 1 Federal Credit Union is seeking a motivated and knowledgeable Contact Center Supervisor (full-time). The Contact Center Supervisor will be responsible for overseeing day-to-day Contact Center operations, ensuring effective and efficient delivery across phone, chat, SMS, virtual teller, online account opening, home banking, and all other member correspondence. The Contact Center Supervisor will also be responsible for leading, coaching, and managing Contact Center staff to achieve performance goals while delivering exceptional, high-quality member service. Applicants should possess strong leadership skills, excellent communication skills, and a positive attitude
Essential functions include:
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Assumes responsibility for the effective oversight and supervision of the Contact Center team.
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Assists in developing, supporting, and motivating the Contact Center team by ensuring access to the tools, training, and information required for success.
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Motivates and supports personnel through consistent communication, timely feedback, and ongoing performance discussions.
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Conducts observation-based coaching sessions to identify improvement opportunities and recognize positive behaviors across all engagement channels.
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Promotes a supportive, positive environment where personnel are empowered to solve problems and resolve member issues.
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Manages department schedules and staffing levels by monitoring attendance and engagement volume across all channels.
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Proactively identifies and resolves issues to minimize member impact and ensure timely resolution.
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Determines the appropriate course of action for problem resolution and communicates decisions clearly to all parties involved.
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Conducts research and resolves documentation errors or discrepancies accurately and promptly.
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Assists with high-level member escalations in a professional, timely, and solution-focused manner.
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Provides members with basic information regarding accounts, products, services, and payments, and performs basic account maintenance.
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Coordinates the completion of required forms for disputes, wires, accounts, and applications.
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Actively promotes cross-selling of products and services across all communication channels.
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Ensures Service 1 FCU’s brand and culture are consistently reinforced in all member interactions and internal practices.
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Complies with all policies, procedures, and Service 1 FCU’s Information Security policy.
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Keeps management informed of departmental activities, performance trends, and significant issues.
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Prepares and evaluates monthly reports to track volume and relevant channel statistics.
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Measures and monitors KPIs and overall performance results to support service and operational goals.
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Assists in the development of Contact Center policies, procedures, and quality standards.
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Perform other duties as needed.
Educational and Experience Requirements:
- Previous Contact Center experience
- Previous financial institution experience (preferred)
Required Skills:
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Demonstrate excellent communication skills
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Ability and desire to lead others
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Ability to make independent decisions
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Ability to analyze and research information to determine a solution
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Ability to present oneself as well as Service 1 FCU in a professional manner
Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
Member Service Representative (part-time)
Service 1 Federal Credit Union is seeking a friendly, detail-oriented and professional Member Service Representative (part-time). Applicants should exude a positive, courteous and professional attitude.
Essential functions include:
- Perform routine member transactions via telephone or in person, including but not limited to: deposits, withdrawals, cash advances, loan payments, loan advances, transfers, check cashing, cashier’s checks, and money orders.
- Greet members and answer phones.
- Assist members in opening new accounts, including sub-accounts, and perform the necessary file maintenance to these accounts.
- Assist members with questions and account inquiries to include, but not limited to: ordering statement copies, check copies, check orders, placing stop payments, disputing unauthorized transactions, tutorials on using electronic services, etc.
- Other duties as assigned.
Educational and Experience Requirements:
- High School Diploma
- Experience in financial institutions preferred but not required
Required Skills:
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Ability to represent Service 1 FCU in a professional manner
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Flexibility in work assignments
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Ability to analyze and research information
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Attention to detail
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Knowledge of Credit Union products and services
Service 1 Federal Credit Union offers a generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
SHELL KNOB, MO
BRANCH MANAGER
Service 1 Federal Credit Union is seeking a motivated, experienced, and knowledgeable Branch Manager. The Branch Manager will be responsible for leading all aspects of branch operation to ensure effective and efficient operations, quality of member service, and compliance with regulations and policies. Applicants should exude an energetic attitude, possess strong leadership skills, and have a positive attitude.
Essential functions include:
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Proactively generates and monitors new loans, share growth, and membership business through branch sales activities, networking with local businesses, and participating in community events.
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Responsible for leading and monitoring the overall lending performance of the branch.
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Act as a lender with an assigned level of authority.
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Provide member service solutions including opening new memberships, products, and services.
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Facilitate member and community relations and promote business growth.
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Represent Service 1 Federal Credit Union at community events, maintain adequate quantity and approved promotional materials. Adherence to marketing standards and campaign materials.
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Responsible for managing daily branch operations including security at all levels, i.e., open/close of the facility, vault, etc.
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Communicate key products and sales goals within the branch to ensure profitable and sound business practices and a high quality of service for members. Lead and encourage a high-quality environment for the team and excellent experience for members.
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Promote a cross-selling “Yes Culture” environment within the branch.
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Assist staff and/or members in resolving account issues in a timely manner. Ensure that all member issues are logged and tracked in the system to ensure completion and member satisfaction.
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Lead a positive, well-trained, highly motivated team by mentoring and coaching to support and develop team members.
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May function as a Member Service Representative on an as needed basis, filling in during peak schedules or for an absence/shortage on the teller line.
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May function as a Head Teller with scheduling, ordering cash, balancing, etc.
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Assist in evaluating the job performance of branch team members to ensure quality of work and service to members.
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Assist in the onboarding of branch team members.
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Perform other duties as needed.
Education and Experience Requirements:
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Previous experience working in a supervisory position at a financial institution (preferred)
Required Skills:
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Ability to make independent decisions
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Ability and desire to lead others
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Proactive and goal driven mindset
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Ability to analyze and research information to determine a solution
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Thorough knowledge of industry and regulatory compliance practices
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Excellent verbal and written communication skills
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Ability to present oneself as well as Service 1 FCU in a professional manner
Service 1 Federal Credit Union offers an amazing benefit package with health, dental, vision, short-term disability, long-term disability and group term life insurance coverage(s) available. A generous 401(k) contribution and PTO benefits are also provided. Wages commensurate with experience. EOE. Submit resume and salary requirements to [email protected] or by mail to: Service 1 Federal Credit Union, Attn.: Careers, P.O. Box 810, Muskegon, MI 49443
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