Assistant Contact Center Supervisor

Union Square Credit Union•Wichita Falls, TX

About The Position

Interested in joining the Union Square team? Recently certified as a Great Place to Work®, Union Square offers competitive salaries and robust benefits, including credit union-paid medical & dental insurance, telemedicine, life & disability insurance, long-term care, voluntary vision insurance, and paid time off. We also provide several employee discounts, an employer-sponsored 529 plan, and a generous 401(k) retirement plan. We believe in the advancement of our employees and offer several promotional opportunities throughout the year. Union Square provides a work culture that is progressive, empowering, fun, and team-oriented.

Requirements

Two to three years of Contact Center experience is preferred.
Previous management experience is preferred.
Must possess strong analytical skills and be able to read and interpret reports and formulate a course of action that supports credit union objectives.
Excellent telephone manners and techniques.
Strong social and communication skills.
Demonstrated proficiency and expertise with Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software.
Must be able to interpret and analyze financial data.
High school diploma or equivalent.
Work involves extensive personal contact with others and is of a personal or sensitive nature.
Motivating, influencing, and/or training others is key at this level.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Remaining in a stationary position, often standing or sitting for prolonged periods
Vision requirements include close vision and ability to adjust focus
Repeating motions that may include the wrists, hands, and/or fingers
Light work that includes moving objects up to 20 pounds

Nice To Haves

Bachelor's Degree is preferred.

Responsibilities

The Assistant Contact Center Supervisor helps manage the daily operations of the contact center to ensure effective and efficient response time, quality of member service, and compliance with existing regulations and policies.
Responsible for Contact Center Financial Service Representatives (FSR’s) and Universal performance. This includes but is not limited to pulling and analyzing reports to determine average wait time, average call time, volume by employee, and other metrics that will allow this person to ensure peak operational efficiency at all times
Ensure that all Contact Center FSRs are fully trained on assigned duties as listed in their job descriptions, as well as any changes that might occur throughout the year. Fluent and in-depth knowledge of all software used within the FSR department and all Products/Services offered by Union Square
Responsible for the presentation of consistent information to our members at all times and for providing exceptional member service
Maintaining and improving current Contact Center standards by providing innovative solutions, strategies, as well as staying up to date on all contact center trends that could potentially benefit the Credit Union
Cultivate inclusive interdepartmental communication through Contact Center operations to ensure a positive member experience. Handle escalated situations regarding member complaints, requests, and transactions
Make corrections and refunds to member accounts and loans. Cross-sell Union Square products as applicable and refer the member to the appropriate USCU department
Assist with yearly and quarterly employee evaluations
Assist with the maintenance of online/phone member experience with direct and indirect applications
When necessary, answer the overflow of incoming calls from the call queue
Comply with all state and federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies
Check names against designated lists in compliance with BSA/AML/OFAC policy and procedures
Promote and maintain a positive and professional image of Union Square to employees, members, and the community
Secure and safeguard at all times the confidential information of members, employees, and the Credit Union pertaining to accounts, security, and personal information
Must have the flexibility to deal with changing work hours and locations as needed
Responsible for knowing and adhering to USCU policies and procedures as outlined in the employee handbook and training manuals
Perform other duties as assigned by the supervisor, management, or Human Resources.