Member Contact Center Manager - Omni Channel Expert

Position Summary

Enhances the quality of life for our members/team members by meeting or exceeding their service expectations. Leads, coaches, and engages team members to deliver a seamless member experience in an omni-channel environment. Ensures contact center metrics are achieved through planning and execution of all aspects of performance. Though effective supervision and coaching, leads team to ensure excellence in member service, sales production, and operational soundness. As a member of the leadership team, this person looks for opportunities to recognize their team and contribute to the “Great Place to Work” culture.

Essential Functions & Additional Responsibilities

20% - Leading Talent – Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience. Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.

25% - Sales and Service – Ensures service standards and sales production objectives are achieved. Ensures established contact center metrics, and service level agreements are met. Provides engaging communication that is professional, proactive, and responsive. Monitors employee performance and coaches effective loan application development, accuracy, follow up, and sales opportunities. Processes loan applications, funds loans, and opens new membership accounts as needed. Drives performance that leads to improved financial lives of our members. Makes talent development a priority for all branch team members and leads employees to achieve performance expectations.

25% - Contact Center Management – Effectively manages teleworking and in-person team members. Duties may include but are not limited to: Preparation of professional written employee documentation, de-escalation of member concerns, appraisal delivery, scheduling, timecard validation, training, completion of designated reports, and attending and contributing to meetings and projects. Analyzes data metrics, provides call monitoring and coaching, develops call scripts, updates phone system routing as needed. Actively completes quality control reviews, ensuring operational soundness of all areas of internal and regulatory compliance. Ensures adherence to established security protocols.

25% - Omni-Channel Support and Performance – Optimizes the Member Contact Center department by effectively supporting digital delivery initiatives. Ensures delivery of exceptional member experiences encompassing all member contact points, including calls, chat, email, SMS, and video chat. Responsible for the oversight of Online Account Opening and reviews to mitigate fraud. Serves on project teams and manages multiple concurrent objectives and activities while prioritizing and allocating time for deliverable commitments.

5% - Performs other duties as assigned.

Education:

Associate’s college degree obtained through a formal 2-year program at an accredited educational facility preferred or equivalent experience preferred.

Experience:

5 - 8 years of previous leadership experience in a financial institution setting preferred or equivalent leadership experience.

Skills & Competencies

• Must be an Omni Channel Expert

• Notary Commission, Signature Guarantee, and NMLS certification.

• Use of personal internet-enabled Smartphone for Branch operating applications

• Live the mission, vision, and core values of the credit union.

• Able to communicate effectively and tactfully with employees and members both orally and in writing.

• Demonstrate critical thinking and being self-reliant to better analyze and solve problems.

• Effective time management and organizational skills. Ability to multi-task and be agile to serve members and employees.

• Exceptional leadership skills: ability to motivate, influence, and engage direct and indirect reports and peers with a significant level of diplomacy and trust.

• Excellent judgment and creative problem-solving skills including negotiation and conflict resolution skills.

• Energetic, forward-thinking, and creative in business solutions with high ethical standards and trustworthiness.

• Act as a change agent, who can collaborate with diverse interest and adapt to internal, market or regulatory-driven changes.

• Strong mentoring, coaching experience to a team with diverse levels of expertise.

• Excellent presentation skills, confident in all settings with individuals at all levels of the organization both internal and external.

• Maintain working knowledge of Microsoft Office, SharePoint, and collaborative tools (Teams and Zoom).

• Thorough knowledge and understanding of organization’s Employee Handbook and policies.

• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to: U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.