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PenFed Credit Union Manager, Email & Live Chat Service in San Antonio, Texas

Overview Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family. PenFed is hiring a Manager, Email & Live Chat Service at our San Antonio, Texas location. The primary purpose of this job is to manage the day to day operations of the Research department, associated responsibilities and service support channels. This position will drive the strategy of the department and initiatives in an efficient and effective manner. The incumbent will support to other business units, project management, and merger integration. Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. Manage responsibilities for the Research & Online Services functional business lines, which includes: Research, Account Servicing, Live Chat and Email Response, Individual Retirement Accounts (IRA), Estate Processing, Specialized Ownership and Bill Pay. Ensures their efficient and cost-effective operations by analyzing, developing, revising and implementing related policies and procedures. Responsible for stated objectives, goals and performance standards for assigned unit ensuring that goals are met and/or exceeded. Collaborate with Manager, Team Support to ensure success of the department and all team members as well as service center management staff in the development and support of both corporate and business unit-level initiatives. Oversee the assigned tasks and Service Support team members to include, but not limited to, recruitment, scheduling, task completion, assist line call optimization, performance evaluations, and provide guidance on highly complex issues. Responsible for management of team to ensure all internal standards are met in a compliant manner in accordance with applicable regulations, guidance, and established standard levels of service. Function as a Subject Matter Expert (SME) across all processes and functions of Research. Provide support to team members by providing guidance and assistance for front-line employees, working support boxes and queues, handling call escalations and performing other support duties to consistently meet or exceed current standards. Implement performance management, including coaching on a regular and frequent basis, counseling, employee discipline, communicating job expectations for all assigned team member and participating in scheduled training and personal development opportunities. Monitor and troubleshoot technology and process issues, escalating any issues impacting Research and Service Center Operations that may occur to avoid member service disruption. Act as project lead on interdepartmental project teams to drive Research business plan and other Operations projects. Also represents Research/Operations as a participant on project teams. Act as liaison between the Research departments and other PenFed departments, gathering and/or providing information and resolving problems. Participate in the Quality Assurance (QA) process for the unit, including regular one-on-one stat reviews and performance evaluations. Qualifications Equivalent combination of education and experience is considered. Bachelor’s Degree in a related field or a combination of education and experiences that provides the necessary skills and knowledge to satisfactorily perform the essential job functions, advanced degree preferred. Minimum of five (5) years of progressively responsible work experience within Operations in a financial institution. Minimum of three (3) years of PenFed work experience in an Operations role preferred. Minimum of three (3) to five (5) years of work experience in a management or supervisory role. Strong experience in coaching, developing, and leading a service center team or individuals in a service center environment. Excellent verbal and written communication skills, with an ability to review complex issues and make sound decisions, is required. Experience in a Salesforce environment preferred. Supervisory Responsibility This position will supervise employees. Work Environment While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. *Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds. * Travel Ability to travel to various worksites and be on-call is required. Special Message Regarding COVID 19 PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with novel coronavirus (COVID-19), we have modified our hiring, onboarding, training, and deployment protocols in order to comply with current local and state guidance around social distancing. About Us Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day. We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more. Equal Employment Opportunity PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256. #LI-KG1