Primary Function: Plan, direct, supervise, and evaluate call center workflow to ensure an exceptional member experience. Coordinate activities to achieve desired volume. Ensure and improve productivity of departmental operations through the provisions of effective methods and Credit Union strategies.
Duties and Responsibilities:
Train, communicate and follow up to insure representatives are fully informed of all new and current information related to products, procedures, customer needs and company related issues, changes or actions. Coordinate training on Credit Union software, products, and services.
Coordinate staffing needs to ensure coverage. Monitors call distribution and volumes; call duration and wait times and forward reports to Management. Monitor volumes and make recommendations of changes, as necessary, to the Operational Sales Administrator to maintain acceptable standards.
Investigate and resolve complex member complaints and account problems. Cooperate with, and utilize staff in other departments as needed to accomplish resolutions. Monitor accounts for account abuse, misuse or fraud, and report concerns to the Operational Sales Administrator.
Monitor productivity of Call Center Concierges and generate appropriate reports to be forwarded to Operational Sales Administrator.
Monitor individual and departmental results to identify and act on both positive and negative performance trends to insure attainment of revenue goals and performance targets. Review trends, goals and targets with Operational Sales Administrator.
Review sample calls to observe employee professionalism, technical accuracy, and conformity to company policies.
Manage the new member application process to ensure channel consistency and brand promise is delivered.
Manage the online email correspondence to ensure prompt and accurate responses.
Manage outbound call campaigns for compliance and success.
Ensure call center services are consistent with all other delivery channels and in line with Credit Union strategies. Take overall operational responsibility for the Call Center.
Keep all credit union member and employee-related business in strictest confidence. Maintain security standards required by State and Federal regulation as well as credit union policy to protect the interests and identity of the membership.
Identify and relay to Chief Operations Officer and Operational Sales Administrator members' comments/complaints about credit union services in order to lend direction to future projects and services.
Provide support, as necessary, to Electronic Channels Department. Assist and educate members with remote access services such as: My Nymeo Online Banking, Bill Pay, Check Cards, Credit Cards and Audio Response. Advise members with ATM, PIN and transaction denial questions or concerns.
Support the credit unions strategic direction and sales and service culture. Cross sell products and services to membership as needed and in keeping with the Sales and Service Culture of the Credit Union.
Develop and implement tactics to achieve strategic goal of member retention ensuring the call center completes every call to the member’s and Credit Union’s satisfaction and taking measures to retain profitable and loyal members.
Perform other duties and responsibilities as assigned by the Operational Sales Administrator and Chief Operating Officer.
Job requires a high school level of language, math and reasoning skills.
Minimum of 3 years financial institution management experience.
Minimum of 2 years Call Center management experience preferred.
Keyword: Call Center