MSR Supervisor - Member Engagement Center (Glendale)

CALIFORNIA FEDERAL CREDIT UNION•Glendale, CA

7d•$32 - $41•Onsite

About The Position

Under general supervision, this role provides excellent member service via phone, handles more complex member issues and inquiries, and assists the manager with the day-to-day operations of the Member Engagement Center. The position also supports cross-sell promotions and referral efforts.

Requirements

Excellent abilities in communication, time-management, analysis, customer service, judgment, cross-sell, teamwork, planning, and problem-solving.
Strong technical knowledge of all call center service duties, including policies, procedures, member transactions, and system applications.
General understanding of human resources policies and procedures.
Four to five years of progressively responsible experience in a call center environment as a lead.

Nice To Haves

College coursework desired.

Responsibilities

Provides prompt, efficient and courteous service to members via phone.
Assists staff with handling complex member issues and inquiries relating to account transactions, errors, and disputes, including research and consultation with management for resolution.
Enhances member retention through sales and service efforts, recognizing cross-sell opportunities and promoting credit union products and services.
Provides coaching and motivation to staff to meet or exceed department cross-sell goals.
Provides daily work direction, assigns duties, and schedules staff to ensure effective utilization and operational efficiencies.
Reviews and approves timecards, corrects discrepancies, and monitors reporting.
Reviews out-of-balance conditions at daily closing and provides override authority within assigned limits.
Performs assigned audits and quality control under manager's guidance, providing coaching for quality improvement.
Supervises training of new hires and ongoing training of existing staff.
Provides manager with recommendations on staff performance, corrective action, work processes, and operational efficiencies.
Ensures direct reports adhere to compliance, policy, and procedural matters.
Performs other duties as assigned.
Complies with BSA requirements.
May develop and document updated procedures for the member engagement center.