MEMBER CONTACT CENTER REP

Freedom Credit Union•Springfield, MA

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About The Position

Primary Summary: Responsible for the daily operations of the Call Center, which includes both the inbound and outbound call groups and electronic services support. Responsible for meeting sales and service level goals. Reviews of department policies and procedures in order to promote workforce, service, and operational excellence. Responsible for Deposit Services in the absence of the Deposit Servicing Manager. Essential Functions/Position Responsibilities: Responsible for meeting department’s service and sales goals. Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate. Ensures cross-sales opportunities are maximized. Manages the daily operations of the Call Center including electronic services – online banking, mobile banking and telephone banking. Tracks and reports statistical trends and recommends and implements ways to improve productivity and service levels. Prepares and manages the planning and accounting budget for the department. Prepares reports for management as required. Ensures that internal control procedures are followed. Develop, maintain, and update all operational policies, procedures and compliance updates as they relate to the Member Contact Center and electronic services support. Maintain systems and desk procedures for the Member Contact Center. Serves as backup Deposit Servicing Manager and IRA Administrator when necessary. Provides oversight of the Deposit Operations Department as needed. Manages other projects and duties as assigned. Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, the Office of Foreign Assets Control, Reg E, Reg D, Reg CC and NACHA.

Requirements

Five to ten years of similar or related experience, including time spent in preparatory management positions.
A college degree preferred but experience may substitute with appropriate experience.
A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with members, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.
Will be required to work outside of scheduled hours to respond to positions issues.

Responsibilities

Responsible for meeting department’s service and sales goals.
Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Ensures cross-sales opportunities are maximized.
Manages the daily operations of the Call Center including electronic services – online banking, mobile banking and telephone banking.
Tracks and reports statistical trends and recommends and implements ways to improve productivity and service levels.
Prepares and manages the planning and accounting budget for the department. Prepares reports for management as required.
Ensures that internal control procedures are followed.
Develop, maintain, and update all operational policies, procedures and compliance updates as they relate to the Member Contact Center and electronic services support.
Maintain systems and desk procedures for the Member Contact Center.
Serves as backup Deposit Servicing Manager and IRA Administrator when necessary.
Provides oversight of the Deposit Operations Department as needed.
Manages other projects and duties as assigned.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, the Office of Foreign Assets Control, Reg E, Reg D, Reg CC and NACHA.