Coordinator, Call Center

Truity Credit Union•Bartlesville, OK

About The Position

This position is part of the Contact Center leadership team, participating as one of two coordinators who lead one of two teams of Member Consultants in providing excellent member services. Provide training on processes, products/services, and troubleshooting solutions on digital services. Coaching team members to effectively provide resolution/solutions to member issues and offer products/services to improve members financial lives. ESSENTIAL FUNCTIONS May include any and/or all of the following: Free up consultants, take in-depth calls lasting longer than 10 minutes. Take escalated calls when appropriate. Maintain training schedule and continue onboarding process within the department for knowledge and development. Coach team members to effectively provide resolution/solutions to member issues and offer products/services to improve members financial lives. Assist the departmental manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting. Train Contact Center specific processes and procedures Be observant and actively listen to consultants for transactional coaching purposes to commend quality service and offer suggestions for improved service. Maintain extensive knowledge of procedures and processes in Symitar to participate in testing in new or modified activities (SME) Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and callbacks. With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals. Analyze in decision waiving of fees and penalties within approved limits ($500.00) Actively monitor call volume and make appropriate changes to maintain quality service level standards. Work with Department Manager and Assistant Manager to identify and implement strategic initiatives that achieve Contact Center call goals. Approve high-balance ECM payments, cancel reoccurring ECM payments in Autopilot (SWBC) Conduct monthly meetings with their team discussing marketing promotions, procedures, etc. Actively be part of the team by participating in the daily volume of incoming member communications. Distribute returned mail and ensure it is promptly processed Review accounts to be flagged as abandoned property due to returned mail and flag as appropriate. Have a good working knowledge of our products and services and the benefits they provide. In the appropriate time frame, successfully complete all applicable compliance training and testing. Perform member service duties as needed to serve member needs, including opening personal accounts, researching member inquiries, wire transfers, and other transactions. Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services. Be the subject matter expert (SME) for troubleshooting digital banking issues. Conduct regular meetings with Ecommerce to discuss issues and upgrades regarding the digital platform. Conduct monthly meetings and actively maintain a relationship with COOP, our third-party call overflow vendor. Remain informed, alert, and vigilant as it relates to fraud and/or scam activity. Perform all other duties as assigned.

Requirements

Knowledge of: Credit Union products and services
Consumer Lending loan products
IRA, HAS, and Trusts
Visa Cards
Microsoft Office Suite
Technology and various software programs
Ability to: Maintain accuracy
Carry out Credit Union mission, philosophies, values, and practices
Solve practical problems and deal with variables in situations
Multitask and make decisions in a fast-paced environment
Organize and prioritize to make deadlines
Open and close a call with warmth and professionalism
Ability to communicate effectively and efficiently in a timely manner
Ability to successfully communicate the benefit of products/services
Speak with confidence and clarity
Adapt professional style to the needs of the members
Maintain confidentiality and professionalism
Skill in: Strong verbal and written communication
The ability to serve members through digital banking messages, e-mail, and live chat forums
Participate in a productive team environment
Critical Development Experiences: Pursue opportunities for professional growth and development through training, education, and self-study
Successfully complete all applicable compliance training and testing
Education and experience equivalent to: A minimum of one year up to three years of similar or related experience, including preparatory experience
A high school degree or equivalent
Regular attendance and timeliness are essential functions of this position.
While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity.
The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds.
A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.
Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies.
This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

Responsibilities

Free up consultants, take in-depth calls lasting longer than 10 minutes.
Take escalated calls when appropriate.
Maintain training schedule and continue onboarding process within the department for knowledge and development.
Coach team members to effectively provide resolution/solutions to member issues and offer products/services to improve members financial lives.
Assist the departmental manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting.
Train Contact Center specific processes and procedures
Be observant and actively listen to consultants for transactional coaching purposes to commend quality service and offer suggestions for improved service.
Maintain extensive knowledge of procedures and processes in Symitar to participate in testing in new or modified activities (SME)
Be prompt to respond to members within the expected time frames for chat, digital banking messages, email, and callbacks.
With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals.
Analyze in decision waiving of fees and penalties within approved limits ($500.00)
Actively monitor call volume and make appropriate changes to maintain quality service level standards.
Work with Department Manager and Assistant Manager to identify and implement strategic initiatives that achieve Contact Center call goals.
Approve high-balance ECM payments, cancel reoccurring ECM payments in Autopilot (SWBC)
Conduct monthly meetings with their team discussing marketing promotions, procedures, etc.
Actively be part of the team by participating in the daily volume of incoming member communications.
Distribute returned mail and ensure it is promptly processed
Review accounts to be flagged as abandoned property due to returned mail and flag as appropriate.
Have a good working knowledge of our products and services and the benefits they provide.
In the appropriate time frame, successfully complete all applicable compliance training and testing.
Perform member service duties as needed to serve member needs, including opening personal accounts, researching member inquiries, wire transfers, and other transactions.
Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services.
Be the subject matter expert (SME) for troubleshooting digital banking issues.
Conduct regular meetings with Ecommerce to discuss issues and upgrades regarding the digital platform.
Conduct monthly meetings and actively maintain a relationship with COOP, our third-party call overflow vendor.
Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
Perform all other duties as assigned.