Manager Contact Center Technology Jobs in Oak Ridge, TN

Supports the Contact Center Manager by overseeing the efficient operation of the branch, ensuring operational functions are being properly performed by staff in accordance with the established policies and procedures of the credit union. Mentors and coaches branch staff to ensure consistent quality service is provided to the membership. Performs specific lending, operational, and member service functions as delegated by the Branch Manager, including direct supervision of the branch staff. Ensures that members and credit union employees are provided prompt, professional and courteous support and assistance. Assumes full responsibility for the operation of the branch during any absence of the Branch Manager.

• Provides friendly, responsive service to all members; cultivates and maintains appropriate relationships with members and co-workers; abides by UT Federal Credit Union's Global and Departmental Service Standards and encourages teammates to do the same.
• Responsible for all or part of the duties and responsibilities involved in scheduling and staffing, training, assignment of duties, and timely completion of duties in accordance with policies and procedures established by credit union.
• Observes and monitors contact center employees' adherence to service standards and provides feedback that builds on the strengths and minimizes the weaknesses of contact center staff.
• Works with the Contact Center Manager to set appropriate sales goals and coaches employees in effective use of sales skills.
• Maintains thorough knowledge on all credit union products and services and related policies, procedures, and rules and regulations to serve as an escalation point for managing complaints, resolving problems, and answering questions.
• Maintains the highest level of confidentiality with all member information.
• Ensures that member financial transactions and member account file maintenance are performed efficiently, accurately, and in accordance with the established policies and procedures of the credit union.
• Directs and monitors beginning of day and end of day duties, including processing mail and interdepartmental postings, balancing ITM and other daily transactions, and balancing and scanning checks, etc.
• Opens new memberships/accounts; adds shares, share drafts, certificates, and ancillary depository services to existing consumer accounts; adds owners, signers, and beneficiaries to existing consumer accounts.
• Processes consumer loan applications, including
  • Interviewing loan applicants and providing the necessary counselling on loan options, rates, terms, and collateral requirements,
  • Gathering and verifying the required information for a credit application,
  • Pulling and interpreting credit bureau reports,
  • Underwriting and making loan decisions within established levels of lending authority,
  • Preparing all necessary forms and documentation for loan products and add-on services,
  • Monitoring pending, approved, and denied loan files to ensure timely processing,
  • Communicating loan decision and conditions to members in a timely manner, and
  • Offering ancillary services such as payment protection, Gap insurance, and extended warranties on all eligible consumer loans.
• Ensures that all internal audit policies and procedures are implemented and maintained to meet the requirements established by management and our internal audit program.
• Assists with branch upkeep, including requesting supplies, preparing courier packages, scanning documents, properly preparing daily work for offsite storage, and shredding of appropriate documents.
• Serves as acting manager in the absence of the Contact Center Manager, including supervision of Contact Center Consultants. May serve as an acting manager during Saturday shifts as needed.
• Actively participates in branch and all-staff meetings in order to maintain awareness of organizational issues and promotional campaigns; stays current on policies, procedures, and applicable regulations.
• Attends training classes to continuously increase job knowledge and overall job performance in order to provide exceptional service to our members. Takes initiative for personal career development and seeks opportunities to learn new skills.
• Manages complaints, resolves problems, and responds appropriately to contact center inquiries via phone, email, and other correspondence.
• Cross-sells by educating members on appropriate products and services to benefit the member and serves as an example by consistently achieving referral and/or sales goals set forth by the credit union.
• Set or support sales/referral goals
• Coach employees on sales behaviors
• Monitor performance
• Within established levels of authority, provides transaction overrides and other assistance to other Contact Center Consultants.
• Provides supports to other credit union employees in electronic interfaces, including online and mobile banking.
• Processes requests to close consumer accounts and services.
• Serves as Relationship Manager to assigned accounts, serving as the first point of contact with members. Includes duties such as onboarding, maintaining member relationships, and marketing outreach efforts.
• Prepares and maintains reports, as assigned.
• Other duties may be assigned.

Directly supervises contact center employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Maintains the highest standards of ethical behavior.
• Maintains a positive attitude with employees and members, and remains flexible while focused on accepted practices, policy, productivity and effectiveness.
• Promotes awareness of the credit union mission and brand statement to the credit union membership.
• Abides by the Service Standards established by the credit union.
• Strong knowledge of financial products and services.
• Demonstrated sales skills and ability to meet sales goals
• Regular and predictable attendance.
• Excellent verbal and written communication skills to communicate professionally.
• Maintains a professional appearance in accordance with established dress code.
• Technological skills and knowledge, including computer literacy.

Associates degree (preferred); plus one to three years' related experience in sales and lending services; or an equivalent combination of education and experience. Preferred minimum of six months in supervisory role.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ability to read and interpret forms, account entries and transactions, credit union documents, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and construct basic correspondence to communicate professionally with members. Ability to speak effectively by telephone with members or other employees of organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving variables in situations. In certain circumstances, problem resolution may require considerable diplomacy while dealing with difficult people.

A Notary Public certification may be required.

A Medallion Signature Guarantee certification may be required

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit for extend periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must be able to speak and hear distinctly. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

The employee is occasionally required to stand; walk; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 30 lbs.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. All essential functions are performed in an office setting. Temperatures in the climate-controlled office may fluctuate. Work area is sometimes noisy due to multiple phones and computer equipment. The noise level in the work environment is usually moderate. Work area may be cramped. Employee may not be able to easily leave work area unless for a scheduled break.

The mental demands for this position include: the need to be alert to member needs, to be resourceful in solving member problems, and to be very precise when updating member accounts.

Thank you for your interest in joining UT Federal Credit Union. As part of our commitment to ensuring a safe and secure work environment, all offers of employment at UT Federal Credit Union are contingent upon the successful completion of a comprehensive background check.

The background check may include, but is not limited to, checks of your criminal record, employment history, educational credentials, credit history, motor vehicle record, and references. You may be required to provide additional information and complete further documentation to facilitate these checks.

By proceeding with this application, you hereby authorize UT Federal Credit Union and its designated agents and representatives to conduct such investigations and request such information as is necessary to evaluate your suitability for employment.

In the event that information from a consumer report obtained about you from a consumer reporting agency is used in whole or in part in making an adverse decision with regard to employment, you will be provided with a copy of the consumer report and a description in writing of your rights under the law.

Should there be any discrepancies or disputes regarding the information obtained during the background check, or should you otherwise wish to discuss the report's contents with us, you will have an opportunity to discuss and/or dispute the content with us before a final employment decision is made.

All information received during the background check process will be treated with the utmost confidentiality and sensitivity, in accordance with the law. It will be used solely for the purpose of evaluating your potential employment at UT Federal Credit Union.

Please complete the application if you understand and agree to the above-mentioned conditions. In doing so, you acknowledge that you have carefully read and understand this Disclosure and Authorization and authorize UT Federal Credit Union to obtain and/or its agent to obtain and furnish to the Credit Union information related to your background to be used for employment purposes.