Agent Operations Specialist

Blackhawk Community Credit Union•Janesville, WI

5d•$58,000 - $64,000•Onsite

About The Position

The Agent Operations Specialist supports Contact Center continuity by providing structured operational support, queue visibility, procedural assistance, and observational insight under the direction of Contact Center leadership. This role helps maintain workflow continuity across member service, lending intake, and digital channels by carrying out routing, documentation, and support tasks according to established priorities and documented procedures. The Specialist gathers operational and interaction observations, identifies patterns, and reports findings to the Contact Center Manager and Assistant Manager to support coaching, staffing decisions, and process improvement. The Agent Operations Specialist may provide in-the-moment procedural clarification or system-navigation assistance, but does not provide formal or ongoing performance coaching, does not independently direct employee work, does not own member escalations, and does not manage schedules, staffing, or performance outcomes. This role is designed to strengthen operational continuity and leadership visibility without creating a secondary supervisory lane.

Requirements

Must possess strong interpersonal skills, a positive attitude, maturity, and good judgment.
Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.
Extensive knowledge of electronic financial services and the digital banking platform.
Must have the ability to support the member advisor role.
Extensive knowledge of depository accounts and loan products and services.
Must have knowledge of back-office processes.
Must demonstrate the ability to analyze and resolve situations independently and in a timely manner.
Must possess exceptional leadership skills, including the ability to train and coach staff within the department.
Must possess exceptional verbal and written communication skills.
Ability to manage multiple priorities, effectively delegate, and set deadlines.
Must have reliable attendance and project a professional image.
Ability to communicate with a diverse membership and employee group.
Ability to accomplish the responsibilities described using computers and technology.
Ability to sit and/or stand for extended periods of time.
Ability to work in a changing, challenging, and fast paced work environment.
Ability to manage variable stress levels.
Ability to occasionally travel for business.
Pass the pre-employment credit and background check.
Bachelor’s Degree or an equivalent combination of education, training, and experience.
Minimum of 2 years of Contact Center experience, preferably within a financial institution or credit union environment.
Experience supporting quality assurance, performance monitoring, or operational review functions preferred.
Must be at least 18 years of age.

Nice To Haves

Knowledge of banking and/or credit union regulations.
Previous experience recommending products and plans to improve a customer’s financial position.
Must possess exceptional verbal and written communication skills.
Ability to manage multiple priorities and operate within defined decision rights.

Responsibilities

Provides day-to-day operational support to help maintain coverage continuity, workflow visibility, and service consistency, following priorities established by the Contact Center Manger and or Assistant Manager.
Observes workflow execution and communicates services-consistency concerns, process breakdowns, and support needs to Contact Center leadership.
Coordinates lending queue routing and similar workflow assignments according to documented rules, established thresholds, or direct instruction from Contact Center leadership; does not independently determine staffing models or long-term workload allocation.
Processes overdraft member communications by downloading daily files from the managing vendor and records documentation. Works with Account Resolution to maintain accurate and consistent records.
Works with Contact Center leadership to coordinate and establish peer training within the contact center for agents.
Supports Contact Center team in multiple roles by queue support, lending support, and eService’s.
Communicates leadership-approved schedule updates and operational adjustments when directed.
When assigned, may provide continuity coverage for designated support functions during high-volume periods, meetings, unexpected absences, or system disruptions, using documented procedures and designated support tools.
Identify skill gaps, learning needs, and consistency issues based on daily observations.
Provide objective feedback themes and recommendations to Contact Center leadership to support targeted coaching and development.
Partner with the Contact Center Manager, Assistant Manager, Consumer Lending Manager, and Learning & Development to inform training priorities, refreshers, and job aids.
Support validation of training effectiveness by monitoring post-training performance trends.
Prepare routine operational and observational summaries for Contact Center leadership. Reporting is intended to inform leadership decisions, coaching, and process improvement; the Specialist does not own final scoring decisions, performance determinations, or corrective action recommendations.
Identify and document potential compliance risks or control gaps and escalate findings to the Contact Center Manager.
Maintain up-to-date knowledge of regulations, policies, and standards relevant to Contact Center Operations.
Support ongoing risk mitigation efforts by tracking patterns related to documentation, disclosures, and process adherence.
Follows processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT).
Complete required, annual AML/CFT training to ensure you understand your responsibilities that apply to AML/CFT, including: CIP (Customer Identification Program), CDD (Customer Due Diligence), Beneficial Owner Identification and Verification, Prohibited Account Types, CTRs (Currency Transaction Report), SARs (Suspicious Activity Report), OFAC (Office of Foreign Assets Control), Monetary Instruments, Record Retention.
Maintain awareness of Contact Center workflows, queues dynamics, and service delivery challenges to provide informed operational support and appropriately prioritize assigned assistance.
Assist leadership by identifying operational friction points, emerging risks, and process breakdowns that impact member experience or agent performance; recommendations are provided to leadership for decision and action.
Provide operational coverage as assigned by the Contact Center Manager (or designee) during meetings, unexpected absences, system disruptions, or unusual volume. Coverage may include serving as a keyholder and maintaining access/permissions necessary to use designated support tools within documented procedures and without assuming supervisory authority.
Work schedule will include participation in a rotating Saturday coverage schedule based on business need and manager assignment.
When assigned, provide continuity coverage during meetings, unexpected absences, or high-volume periods by using documented procedures and designated support tools, without assuming supervisory authority or changing reporting relationships.
Demonstrate a work style consistent with Blackhawk Community Credit Union values.
Take personal responsibility for ongoing learning and professional development.
Support a positive, member-focused, and improvement -oriented Contact Center culture.