Job Description

The Call Center Member Service Manager is accountable for the Call Center in reaching the Credit Union's operational service and sales initiatives directly through administration and supervision of the Call Center Supervisors and Call Center Staff. This includes, but is not limited to, accountability in the areas of member service, conflict resolution with members and personnel, facility maintenance, safety and soundness of all personnel. This position is responsible for holding the Call Center Supervisors and all Member Service Representatives to a high level of performance and accountability in support of the organization and members through measurable agent, call center, and corporate standards while promoting innovative opportunities for call center and corporate growth. Assumes all management responsibilities in the absence of the Contact Center Director.

Essential Functions

• Call Center Operational Oversight: Oversight of Call Center Supervisors and their direct reports as necessary.
• Address escalated member concerns.
• Assessing and prioritizing the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc. ).
• Assist with daily frontline workload as necessary.
• Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for Member Service Reps.
• Assists in selection of new hires for the department.
• Call Center Staff Alignment / Departmental Development: Coach and develop staff weekly to build / reinforce Wings' sales and service culture.
• Write and deliver performance evaluations.
• Assess and revise performance standards to align with strategic department goals / regulatory changes.
• Research, recommend, and implement approved process and/or procedural changes.
• Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology).
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

• Bachelor's Degree in Business, Finance, Management, or another relevant field of study.
• 5+ years' experience in Financial Services
• 5+ years' of Call Center experience
• 2+ years' of Management/Supervisory experience to include mentoring / training of other staff.
• Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction.
• Advanced conflict resolution and problem solving skills.
• Ability to recognize needed improvements and take necessary steps to implement changes.
• Broad understanding of relevant Federal, State, and local regulations governing credit unions.
• Knowledge of compliance and internal controls related to financial services.
• Ability to prioritize/manage workload and allocate resources.
• Strong technical knowledge of financial industry, to include specialty areas such as Certificate/IRA, handling deceased member accounts, online banking applications, etc.
• Knowledge of Cisco applications or similar reporting tools to manage daily call volume.
• Knowledge of Call Center Operations to include Sales and Service culture.
• Working knowledge of HR policies, procedures, and compliance.
• Working knowledge of training theory, training delivery methods, and best practices.
• Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company.
• Ability to give oral presentations to a group.
• Organized, detail oriented, flexible and able to multi- task in an ever-changing environment.
• Proficient with the Microsoft Office Suite (Word, Excel, Outlook).
• Certified Sales Professional (CSP) or similar certification for consultative sales practices preferred

Additional Information

The pay range for this position is: $88,000 to $98,000 plus annual bonus.
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave

Benefits Summary Sheet

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.