Manager of Call Center Member Service

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

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 MSR's. ? Assists in selection of new hires for the department.
• Call Center Staff Alignment / Departmental Development: ? Coach and develop staff weekly to build / reinforce Ent's sales and service culture. ? Address personnel issues / best practices as needed such as assisting a supervisor with implementing a performance improvement plan for one of their reports. ? 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

Minimum Formal Qualifications for this Position

• Bachelor's Degree in Business, Finance, Management, or another relevant field of study.
• 5+ years' experience in Financial Services to include: Required
• 5+ years' of Call Center experience. Required
• 2+ years' of Management/Supervisory experience to include mentoring / training of other staff. Required

Technical or Specialized Knowledge/Skills:

• 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 lead by example and be a positive role model to others. Possess leadership abilities.
• Self-motivated.
• Ability to give oral presentations to a group.
• Organi