Communications Center Supervisor

Vicinity Credit Union•Chicago, IL

4d•Onsite

About The Position

Primary Responsibilities:  Responsible for planning, coordination, and direction of the communication center, including but not limited to incoming calls, outgoing calls, and emails.  Lead the Communications Center team to provide exceptional service to members.  Ensure all department activities run efficiently, comply with established policies, procedures, and regulatory requirements.  Assist in developing and implementing operational policies and procedures to improve efficiency.  Monitor and analyze Communication Center statistics to meet goals related to hold times and member satisfaction.  Provide guidance and direction to staff, including coaching, ongoing training and performance evaluations.  Cross-sell appropriate credit union products and services to meet members’ financial needs.  Maintain a smooth operation of the telephone system, ensuring that calls are answered in a timely manner and routed correctly. Recommend necessary adjustments to the phone system.  Handle member complaints and ensure timely resolution of issues.  Conduct regular staff meetings to inform and coach team members on service standards. The supervisor is responsible for disseminating information regarding organizational issues, products, services and objectives or other items of special interest.  Manage the Safe Deposit Box rental.  Manage the postage machine.  Perform other related duties and tasks as assigned. Position Requirements: Education and Experience:  High School Diploma or equivalent is required.  Minimum of three years of experience in a financial institution, with supervisory experience preferred.  Highly proficient in electronic banking products, services, and devices.  Highly collaborative, team focused working style.  Thorough knowledge of credit union products and services and operations preferred.  Excellent interpersonal, leadership, and member service skills  Strong organizational skills and attention to detail.  Must exhibit flexibility in work schedule. Physical Demands: Nature of the work requires prolonged periods of sitting and/or standing at a desk working in front of a computer and operation standard office equipment. Must be able to lift up to 15 pounds at times. Working Environment: The majority of the work performed will be in an office environment. Supervisory Responsibilities: Yes. Compensation Information: A competitive compensation and benefits package shall be offered to the selected candidate and includes the following: health, dental, vision, retirement plan, paid holidays, and paid time off.

Requirements

High School Diploma or equivalent is required.
Minimum of three years of experience in a financial institution, with supervisory experience preferred.
Highly proficient in electronic banking products, services, and devices.
Highly collaborative, team focused working style.
Excellent interpersonal, leadership, and member service skills
Strong organizational skills and attention to detail.
Must exhibit flexibility in work schedule.

Nice To Haves

Supervisory experience preferred.
Thorough knowledge of credit union products and services and operations preferred.

Responsibilities

Responsible for planning, coordination, and direction of the communication center, including but not limited to incoming calls, outgoing calls, and emails.
Lead the Communications Center team to provide exceptional service to members.
Ensure all department activities run efficiently, comply with established policies, procedures, and regulatory requirements.
Assist in developing and implementing operational policies and procedures to improve efficiency.
Monitor and analyze Communication Center statistics to meet goals related to hold times and member satisfaction.
Provide guidance and direction to staff, including coaching, ongoing training and performance evaluations.
Cross-sell appropriate credit union products and services to meet members’ financial needs.
Maintain a smooth operation of the telephone system, ensuring that calls are answered in a timely manner and routed correctly. Recommend necessary adjustments to the phone system.
Handle member complaints and ensure timely resolution of issues.
Conduct regular staff meetings to inform and coach team members on service standards. The supervisor is responsible for disseminating information regarding organizational issues, products, services and objectives or other items of special interest.
Manage the Safe Deposit Box rental.
Manage the postage machine.
Perform other related duties and tasks as assigned.