Contact Center Manager

Harborstone Credit Union•Lakewood, WA

44d

About The Position

Harborstone operates as one of the most committed and passionate credit unions in the state of Washington. Our culture is about people, it's the foundation of everything we do and we work hard to demonstrate our values in every interaction. Our mission is to create a thriving community by helping our members realize their full potential. In order to deliver on this, we hold ourselves accountable to viewing our business from a growth mindset lens; this ensures we remain empathetic and solve for our membership's real life financial needs or pain points. We are not out to sell our "banking" products and services, our sole motive is to create a cooperative of people who help people, and to provide the relevant products and services that enable our membership to manage their everyday financial needs.

Requirements

Excellent member experience skills with the ability to build relationships over telephone conversations.
Passionate about Financial Empowerment.
Conducts oneself with professionalism and respect for others.
Advocates for members and the financial cooperative daily.
Intentionally chooses to approach every interaction with empathy and advocacy, prioritizing members' and team members' needs always.
Seeks opportunity for learning daily.
Adapts positively and embraces evolving, changing environments.
Supports team members by sharing knowledge and contributing to achievement of Harborstone's Member Experience Expectations in all areas of the delivery channel.

Responsibilities

Proactively leads a successful phone channel by being knowledgeable in all areas and leveraging each day to support member success, team member growth, and achievement of organizational goals.
Effectively develops and coaches call center MMCs to build relationships with new and existing members by serving with empathy and utilizing the Harborstone Member Money Map conversation tool to understand member needs, their relationship with money, and their saving and spending habits.
Coaches and leads team members to develop relationships that supports members' financial empowerment by putting member's financial needs in the center of the conversation at every interaction.
This position is responsible for the effective management of the phone delivery channel which includes the following key focuses:
Phone Based Delivery Channel:
Self-Serve - Automated Phone
Human to Machine (banking utility and marketing messages)
Service/Relationship - Contact Center (in-bound calls) Problem Solvers
Responding to Member-Initiated Request
Nurture Relationships and Giving Advice (cross-sell / up-sell)
Sales - Build & Nurture Relationships (assigned to Contact Center)