Supervises, directs and evaluates employees to ensure members are receiving a high level of customer service along with overseeing the Member Relationship Center’s day-to-day operations. Responsible for managing, training & coaching employees for personnel development an performing their duties. Provides support & resolves problems and complaints.  Guides service sales and workflow of a credit union branch that offers a full range of service to current and potential members via telephone rather than in person.  Responsibilities:Comply and follow all Bank Secrecy Act regulationsSupervises plans and manages functions related to MRC work area.Oversees and directs the day-to-day activities of employees.Acts as a source of information and answers employee questions,            assigns tasks, follows up, gives instructions and provide guidance and feedback.Carries out supervision, coaching, call monitoring, and training.Professionally handle incoming calls, voice mails and emails to ensure that member issues are resolved both promptly and accurately with the highest possible degree of respect and urgencyProvides communication and follow up to ensure employees are fully informed of all new information related to products, procedures, member needs and company related issues, changes or actions.Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policiesProvides product/service information by answering questions; offering assistanceMaintains credit union database by entering and verifying information; updating the systemEnhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Anticipate escalation and take over calls when neededKeep management informed on issues and problemsMonitor queue and track inbound calls.Motivate and encourage employees through positive communication and feedbackOther duties may be assigned                                                                                                   
