Call Center Supervisor

Description

Primary Function

Being a brand ambassador by creating superb experiences that uncover needs and present solutions. Develops deep relationships with current and potential members through discovery interactions, leading to providing exceptional recommendations. Offering exceptional team member support by performing job functions in branch and/or MEC channels. Manages functions, staff and daily operations of a branch including accountability for the growth of assigned retail market and branch portfolio.

Primary Responsibilities

• Uncovers members’ financial needs and offers appropriate recommendations.
• Performs proactive activities to provide excellent service and achieve member growth.
• Provides member support and problem resolution for complex issues to ensure member satisfaction.
• Supervises and educates members on using all electronic service delivery channels offered both in the branch and through their personal devices.
• Handles all chat messages, inbound phone and video calls related to members’ accounts or general questions about NCU services.
• Ensures compliance with all related federal and state regulations; stays current on fraud training and trends.
• Manages and maintains member records and follows guidelines to ensure proper system management.
• Works with team members to resolve complaints and provide support as needed.
• Processes financial transactions, including cash handling.
• Performs supervisory responsibilities, such as auditing, ITM/ATM maintenance, cash management, and vault maintenance over two (2) or more team members at any given time.
• Oversees two (2) or more team members at any given time across various markets/branches; provides peer training as needed.
• Maintains the authority to discipline subordinates as needed.

Experience

• A minimum of five years of experience in the lending or member service area of a credit union or other financial institution.
• Proven experience in technology usage. An avid user of financial institution’s online tools for personal banking.

Requirements

Education

• High School Diploma or equivalent
• Preferred College Degree, must have High School Diploma or equivalent

Rewards

• This position is full time and will be eligible for benefits and an annual incentive plan.
• We have excellent opportunities for career advancement and professional development.
• Salary ranges from $53,146.00 - 63,793.00 based off experience.

Schedule

• The Member Engagement Center is open Monday through Saturday 9:00 AM - 7:00 PM

Knowledge/Skills

• Knowledge of leadership principles, operations, procedures, lending and collections, and marketing.
• Knowledge of financial products.
• Service industry delivery standards
• Conducting discovery interactions
• Ability to make decisions effectively.
• Ability to lead and direct staff and other CU employees in matters related to branch and CU business when necessary.
• Effective communication and listening skills, both verbally and in writing.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Ability to manage multiple projects and collaborate with team members.
• Working knowledge of Microsoft products and presentation skills. Conflict resolution and problem-solving abilities
• Analytical mindset with attention to detail
• Experience with CRM or call center software (e.g., Zendesk, Five9)
• Patience and ability to work under pressure
• Strong leadership and communication skills

Performance Expectations

Life-Changing

• We take all steps necessary to elevate and empower members to confidently achieve financial wellbeing.
• We predict and understand the needs and wants of members at all life stages by intentionally observing their behavior, listening intently, asking better questions, and leveraging data.
• We navigate members through the journey of achieving financial wellbeing by proactively recommending personalized solutions that will impact their lives for the best.

Trustworthy

• We earn our members’ trust by continuously building and sharing personal finance expertise, always keeping their interests in mind.
• We create personal connections with members by greeting them warmly, respecting and engaging them individually, and nurturing their financial wellbeing.
• We take immediate action and personal ownership to acknowledge, set expectations, and resolve all member needs.

Easy

• We create consistent and seamless experiences when, where and how the member wants to be served by continuously enhancing Neighbors’ technical, operational and talent capabilities.
• We respect members’ time by streamlining processes, offering convenient access, and ensuring timely response.
• We advise and help members navigate financial matters using conversational, easy-to-understand language and tools.

Benefits (Eligible the first of the month after hire date)

• Medical
• Dental
• Vision
• Employee Paid Life Insurance
• Voluntary Life Insurance
• Short Term and Long Term Disability
• HRA and FSA
• 401k with Matching Contributions
• Tuition Reimbursement
• 4 Weeks of PTO
• Sick Time
• Birthday PTO
• Neighbors University

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Sitting or standing at a workstation for extended periods of time.
• Working on a computer throughout the day
• Ability to listen and focus for long periods of time
• Ability to lift up to 10 pounds

Reasonable accommodation can be made to enable those with disabilities to perform the described essential functions.

Work Environment

While performing the duties of this job, the employee is occasionally exposed to changes in climate and temperature. The noise level in the work environment is usually quiet to moderate.