Service Center Manager

PURPOSE OF THE POSITION:

The Service Center Manager role is to model the mission statement of CES by being dedicated to the financial success of our members and the communities we serve. They are accountable for the overall operational efficiency, financial growth, regulatory compliance, and member service excellence of the assigned branch. This role directly leads, coaches, and develops the Service Center team to achieve organizational goals while maintaining a secure and compliant environment. The overall operational, lending, and sales performance of the office is the responsibility of the Service Center Manager.

Core Responsibilities & Accountabilities:

• Member Service Excellence & Community Growth
  • Service Standards: Own the delivery of outstanding member service within the branch; model a professional environment, engage with individual and business members, and act as the final escalation point for resolving complex member issues.
  • Product Knowledge: Maintain expert-level knowledge of lending and financial products to effectively identify and fulfill member needs.
  • Business Development: Proactively promote credit union products and services; network within the local community to attract new relationships and collaborate with credit union leadership to execute market expansion strategies.
• Team Leadership & Talent Development
  • Performance Management: Manage, monitor, and coach the Service Center team (including MSRs, Lead MSR, Receptionist, and Phone Operator). Provide continuous performance feedback, conduct evaluations, and establish clear service and production goals.
  • Workforce Planning: Oversee optimal staff scheduling to ensure seamless coverage during normal and peak operational windows (e.g., end-of-month, holidays, vacation schedules) while adhering to dual-control requirements.
  • Training & Onboarding: Manage the onboarding and ongoing training of branch staff, ensuring absolute competency in core job duties, security procedures, and service standards.
• Branch Operations & Financial Controls
  • Operational Integrity: Ensure full compliance with all established CES Credit Union policies, procedures, and internal service standards.
  • Internal Audits & Controls: Conduct routine cash audits, surprise audits, oversee daily night deposits, ATM management and balancing, utilizing dual control. Serve as the primary backup for vault teller operations. Accountable for the successful resolution of all internal audit, regulatory examination, and compliance findings within the branch.
  • Facilities & Vendors: Maintain facility cleanliness, safety, and equipment standards; coordinate directly with the COO and approved vendors to promptly resolve any operational or maintenance issues.
• Risk Management, Security & Compliance
  • Regulatory Compliance: Ensure the branch strictly adheres to all state and federal financial regulations, including but not limited to BSA/AML, USA PATRIOT Act, OFAC, Reg CC, Reg E, Reg Z (Consumer Credit Protection), Fair Credit Reporting Act (FCRA), and Fair Lending laws.
  • Loss Prevention: Train and audit staff on physical security, dual control, counterfeit currency detection, and fraud mitigation (including check cashing scams, forgery, and money laundering).
  • Reporting: Prepare accurate and timely financial, operational, and regulatory reports for executive leadership and the Board of Directors.

Job Requirements and Competencies:

• Education & Experience
  • Minimum Requirement: Bachelor's degree in Business Administration, Finance, or a related field, OR four (4) years of equivalent professional experience in banking operations and leadership.
• Core Competencies
  • Leadership & Coaching: Proven ability to motivate, direct, and develop a diverse team in a retail financial environment. 
  • Critical Thinking: Strong analytical and logic skills to solve complex member and operational challenges.
  • Time Management: Excellent organizational skills to prioritize competing operational demands and meet branch production goals.
  • Communication: Exceptional verbal and written communication skills for interacting with members, staff, and executive leadership.
• Physical Demands & Work Environment
  • Environment: Professional, climate-controlled office environment with a moderate noise level.
  • Physical Requirements: Regularly required to sit, talk, hear, and operate standard office/computer equipment. Occasionally required to stand, walk, reach, and lift/move light cash canisters or branch supplies.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: The responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company. This job description supersedes all previous descriptions.

As part of the hiring process, CES Credit Union conducts background checks on all final candidates. This may include, but is not limited to, verification of prior employment, education, criminal history, and professional references.