Description

WHAT YOU WILL DO EVERYDAY

As the Manager Contact Center, you will be responsible for providing supervision and support for the Contact Center, evaluating processes and procedures on a continual basis, leads the day-to-day operations and directs key performance measures in all areas to ensure a superior member experience as well as provides direction to achieve maximum results. Assures processes and procedures are effective and coaches to a strong sales and service culture and promotes an atmosphere of learning and development for Contact Center Specialists.  Collaborates with 3 party partners to maximize system capabilities and functionality. 

 Direct Report: Member Relations Specialist(s), and Team Leader

 HOW YOU WILL MAKE AN IMPACT

20%         Strong participation and leadership of a sales and service culture with the ability to motivate staff. Ensure every member interaction is answered by a knowledgeable and invested problem solver who is ready to serve and complete calls in a positive manner. Takes calls as needed, assists with upset members, and works to de-escalate irate members. Represents the Department providing remote service perspective for the credit union on numerous projects and committees. Generates weekly and monthly reports and provides insight and analysis to management.

15%         Responsible for the development and success of all Contact Center staff. Develop performance goals and departmental strategic objectives. Approve timecards and/or requested PTO for staff. Collaborates with Team Leader(s) with evaluating the work performance of Contact Center Specialists. Complete annual performance reviews for all staff and oversee monthly coaching sessions. Coaches to a strong retail, sales, and service culture in a positive manner.

15%         Expert level member service skills to address any member issues to achieve resolution. Comfortable empathizing and remaining patient with difficult callers. Handles complex and upset members, working to establish commonality and ultimately a positive member experience. Manage all types of escalated member interactions by staying cool, calm, and collected. Ability to handle difficult member situations and coaches others on difficult calls.

15%         Responsible for the development of scripts and templates for written member service communication. Ability to perform system enhancements, configurations and optimization to multiple key operating systems (phone system, chat system and interactive live chat systems).  Involved with vendor relationships of key systems to maximize effectiveness. 

15%         Evaluates current processes and procedures on a continual basis and implements improvements ensuring delivery of excellence in member service, efficiency and effectiveness for members and staff alike. Responsible for assuring appropriate training materials and tools are current and easily accessible. Stays current on new methods of delivering products and services to members.

10%         Monitors employee phone calls to observe employee demeanor, technical accuracy, and conformity to company policies. Reviews and provides monthly reports to include, but not limited to, call volume and abandon rate.  Usage of data to make informed decisions and develop improvement strategies. 

10%         Manages all third-party communications including but not limited to service standards, KPI metrics, and reporting.

--              Must comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the USA PATRIOT Act, and the Office of Foreign Assets Control.

WHAT YOU WILL NEED TO SUCCEED

Experience

5+ customer service experience in banking, retail, or related field preferably in a call-center setting,  plus 2+ years leading and managing teams.

 Education / Certifications / Licenses

This level of knowledge is acquired through completion of a required Bachelor's degree in Business Management, Business Administration, or related field. (Will consider additional years of experience in lieu of education requirement). Must have and maintain a valid driver's license.

PREFERRED SKILLS

-   Work experience in telephone data collection or customer service preferred.

-   Ability to create a teamwork environment by working cooperatively with peers, subordinates, managers, and staff in other departments.

-   Ability to motivate, coach, counsel and evaluate others.

-   Professional level of verbal and written communication skills are essential to the position.

-   Advanced proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint).

-   Demonstrated knowledge of Credit Union regulations, products, policies, procedures, services, related federal state and federal laws and regulations.

-   The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust.

-   Obtaining cooperation and agreement on important outcomes via frequently complex and senior level dialogues.

-   Advanced analytical and project management skills for a variety of tasks or projects.

-   Ability to deal with complex problems involving multiple facets, variables, and situations.

-   Ability to provide world class member service while executing Interra's vision, mission, and delivery of Core Values.

 INTERPERSONAL SKILLS

-   A significant level of trust, credibility and diplomacy is required.

-   In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.

-   Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

-   Typically includes subject matter experts as well as first level to middle managers.

 COMPETENCIES

-   Drive Engagement - Demonstrates drive and fosters an inclusive environment that motivates others. Alters approach to each person to promote optimal performance and commitment to the Interra mission, vision, and objectives.

-   Effective Communication - Utilizes a variety of communication modalities effectively and appropriately across multiple channels. Is effective in a variety of communication settings: one-on-one, small, and large groups, or among diverse styles and position levels. Adjusts to fit the message to the audience. Provides timely and helpful information to others across the organization.

-   Functional Expertise - Possesses a sufficient level of technical and professional skill or knowledge in position-related areas; keeps up with current developments and trends in areas of expertise; actively seeks ways to grow and be challenged using both formal and informal development activities.

-   Maintain Accountability - Ensures that employees understand the full range of their responsibilities with an emphasis upon standards and results. Also provides necessary support, including balanced and timely feedback.

-   Manage Conflict - Constructively approaches conflict with empathy, open-mindedness, and a solutions mindset. Willing to disagree with but support decisions when made.

-   Manage Work - Clearly assigns tasks; sets clear objectives and measures; and monitors process, progress, and results.

ADA REQUIRE MENTS

Physical Requirements

-   Able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.

-   Must be capable of climbing / descending stairs in an emergency situation.

-   Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.

-   Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.

-   Must be able to work extended hours or travel off site whenever required or requested by management.

-   Must be capable of regular, reliable, and timely attendance.

 Working Conditions

-   Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

 Mental and/or Emotional Requirements

-   Must be able to perform job functions independently or with limited supervision.

-   Must work effectively as part of a team.

-   Must be able to read and carry out various written instructions and follow oral instructions.

-   Must be able to speak clearly and deliver information in a logical and understandable sequence.

-   Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.

-   Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.

-   Must be able to effectively handle multiple, simultaneous, and changing priorities.

-   Must be capable of exercising highest level of discretion on both internal and external confidential matters.

ACKNOWLEDGEMENT

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This Job description is not a contract and should not be constructed as a guarantee of employment for any period of time.  Interra Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law. 

Equal Employment Opportunity and Affirmative Action 

Interra is an equal opportunity and affirmative action employer committed to creating a diverse workforce.
Qualified applicants will receive consideration without regard to their race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or status as a protected veteran among other factors.

Accessibility Accommodation
Interra Credit Union invites all qualified and interested applicants to apply for career opportunities.  If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity, please contact HR@interracu.com  and one of our Human Resources Consultants will contact you within 48 hours.

Why JoinIN 

Culture: We believe that a positive work environment is key to success. Staying engaged, informed, and keeping it fun, is how we achieve this.
Professional Growth: Our Learning and Development Team not only provide day 1 training but continuous improvement and career development for all levels.
Competitive Salary: Attractive compensation package with performance-based incentives and bonuses.
Benefits: Comprehensive health insurance, 401(k) matching, tuition reimbursement, company holidays, and generous PTO.
Community Involvement: Being an active member in communities that we are a part of is important to us. We live here, work here and stay involved here!
Visit our Opportunities page for more information. 

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements