Call Center Operations Manager Jobs in Dearborn, MI

Reports to: Call Center Manager

Department: Call Center

Job Group: Non-Exempt

Direct Reports: None

Provide information and member support concerning the credit union and its products. Offer our members additional products and services during each member interaction. This is a cross-selling position that requires good communication skills and a desire to promote the credit union in a way that results in added member deposits and loan dollars.

GENERAL RESPONSIBILITIES

Responsibilities can fluctuate day to day depending on need of the Department.

• Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence.
• Continuously check member service voice mail, e-mail, eltrophy, popio, and online banking requests and reply to these requests accordingly.
• Cross-sell credit union products and services to meet owners' needs, educating them on all active CU promotions.
• Assist members with basic questions regarding their accounts.
• Mail, fax, or e-mail new member applications, and/or information to members, andprospective members.
• Responsible for researching member inquiries to ensure proper follow-up and satisfaction.
• Process requests for transfers, loan payments, past due loan payments, balance inquiries, debit card issues, bill pay inquiries, Apple Pay inquiries, credit report questions/ review
• Ensure that all credit union member- and employee-related business is strictly confidential.
• Perform outbound and follow-up calls when directed.
• Treat all credit union members and employees positively and cooperatively.
• May cross-train or assist in cross-training other call center representatives.
• May fill in for the member service, teller, or lending positions when needed.
• Process requests to Skip Loan Payments.
• Audit membership applications as necessary.
• Create an atmosphere of personal relationships that meets the core values of the credit union.
• Performs other related duties and special projects as assigned.

POSITION QUALIFICATIONS

The requirements listed are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• High School graduate/GED
• Extensive financial industry background or other related job experience is preferred.
• Previous experience in customer service and a high-volume call setting is preferred.

Skills/Physical Abilities:

• Read, write reports, and speak effectively to respond to questions from groups of employees, managers, members, and/or the general public.
• Perform basic math skills and use decimals to compute ratios and percents, and to draw and interpret graphs
• Must be able to remain in a stationary position, 80% sitting. Must be able to move about in a tight, small space to access file storage and office equipment, as required.
• Define problems, collect data, establish facts, and draw valid conclusions with several abstract and concrete variables.
• 100% Bondable
• Good working knowledge of word processing software, spreadsheet software, e-mail software, use of the Internet, and the ability to learn internal use software.
• Lifting (up to 25 pounds), carrying, seeing (such as close, color, and peripheral vision, depth perception, and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling, and reaching
• Use of a telephone, cell phone, copy and fax machines, calculator, imaging equipment, postage meter, computer terminal, personal computer, related printers, and teleconferencing equipment.

The above statements are intended to describe the general nature and level of work being performed. They are not to be construed as an exhaustive list of all job duties.

Michigan Legacy Credit Union employees are expected to perform the duties of their position in a way

that shares knowledge, experiences, and ideas to foster an environment of continuous improvement.

Human Resources department reserves the right to change this position description at any time according to business needs.