Service Center Manager I & II - Ken Caryl, CO - #740496

Ent Credit Union

Date: 01/14/2022 19:00 PM

City: Littleton, Colorado

Contract type: Full Time

Work schedule: Full Day

Company Description

Founded in 1957, Ent is a member-owned credit union with a passion for people, not for profit. With $8+ billion in assets and over 420,000 owner-members across more than forty convenient Front Range locations, Ent is Colorado's largest credit union. In addition to a reputation as a leader in philanthropy and financial literacy, Ent has been nationally recognized by Forbes as the overall #1 credit union in Colorado for four years running. We know that growth, accolades and reputation are a result of the entire Ent family of employees working together to serve our members. To that end, we are equally proud to be recognized as an "employer of choice" and to have received nominations and awards as a "Best Place to Work" in both Southern Colorado and the Denver metro area. Ent's numerous Employee Engagement Groups (EEGs) offer micro-communities of like-minded employees and a chance to express your personal passions through volunteerism and philanthropy while our best-in-class benefits package and competitive salaries reward you for a job well done.

Job Description

Ent Credit Union is Colorado's premier financial institution and is currently expanding service offerings across the state. We are seeking quality financial service professionals to lead our service centers. Service Center Managers are responsible for delivering a unique and personal experience to our member-owners that is centered around meeting all of their financial needs. As a leader, you will coach, mentor and develop employees to support a high level of engagement and growth opportunities. You will direct all aspects of center operations, hire and train staff as necessary, manage risk, drive consultative sales interactions, ensure regulatory compliance, and facilitate activities that align with the strategic direction of the credit union.


  • Act in a supervisory capacity. Conduct staff meetings; delegate responsibilities and accountabilities to assure a smooth running center; follow-up on all expectations of staff, give positive reinforcement, recognize and reward staff when warranted, identify and take corrective action in the event of sub-standard performance.
  • Initiate and direct service and sales activities. Participating in setting and communicating center service and sales goals, and lead in achieving same; develop service and sales strategies and implement into daily actions; track and assess results; conduct weekly sales meetings; daily briefing/debriefing; ensure that MSR staff maintain an active member follow-up program.
  • Participate in training and development. Responsible for center training programs, product knowledge, service and sales techniques and center audit and security procedures; communicate and train promotional programs, to include employee briefings, videos, and marketing materials; review and monitor training progress and development for all staff members; develop and maintain personal and professional skills through internal / external training programs.
  • Facilitate monthly coaching and conduct development activities for staff career path.
  • Perform operational duties. Conduct staff meetings on operational and regulatory matters, assuring compliance with credit union policies and procedures, as well as financial regulation compliance to include BSA (Bank Secrecy Act) and CFPB (Consumer Financial Protection Bureau; also ensuring regulatory BVS assignments are completed by center staff; accountable for controllable center budget items; maintain FTE allotments; conduct surprise teller and vault cash counts; insure SCCM compliance; perform center audits.
  • Develop and maintain positive member and staff relationships. Establish Weekly productivity plans for center.
  • Provide consultative member service. Conduct member profiling methodology to determine needs. Provide product and service information; explain features and benefits; resolve errors and member complaints.
  • Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

  • Minimum Formal Education Required for this Position:
    • Bachelor's Degree in Business, Finance, Accounting, or related field of study.

    Minimum Work Experience:
    • Service Center Manager I:

    • 3+ years in financial services retail delivery required
    • 1+ years management of staff or team leadership required
    • Service Center Manager II:

    • 5+ years in financial services retail delivery required
    • 3+ years management of staff or team leadership required

    Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years' of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience

    Technical or Specialized Knowledge/Skills:
    • Leadership Skills.
    • Professional interpersonal relationship skills.
    • Knowledge of Credit Union Policies, Procedures, and Audit requirements.
    • Ability to think Analytically.
    • Ability to effectively communicate
    • Ability to function in and create a team environment.
    • Ability to organize, supervise, and delegate effectively.
    • Ability to motivate self and others.
    • Ability to manage numerous tasks simultaneously.
    • Ability to manage time effectively.
    • Strong sales and sales management ability.
    • (preferred) Experience using Jack Henry Symitar/Episys.

    Certifications Required: None

      Environmental, Physical and Psychological Requirements
      • Must be able to sit or stand for prolonged periods of time in a climate controlled environment. Must be able to use fingers, hands, wrists for repetitive tasks such as typing, using a mouse, and operating a telephone.   Demands for visual and auditory acuity are typical of an office environment. Must be able to interact via email, telephone, or in person with diplomacy, tact, and courtesy with all members under varying circumstances. Must be able to handle stressful situations in a professional manner. Must be flexible with schedule to work overtime as needed based on demands of the membership. Must be able to lift up to 40 lbs.

    Additional Information

    The salary range for Service Center Manager I: (S-15) $66,560.00 to $87,360.00 This position is eligible for an annual corporate bonus based upon performance 

    The salary range for Service Center Manager II: (S-16) $78,936.00.00 to $103,584.00 This position is eligible for an annual corporate bonus based upon performance 

    For information on our benefits, please visit: Benefits Summary Sheet - 2021


    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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