Job: Member Service Call Center Supervisor

This posting has expired and is no longer available.

Browse Similar Jobs: Call Center/Telemarketing Banking/Credit Unions

Jobing Description

Member Service Call Center Supervisor
Location: Member Services Call Center / Denver, CO
Job Code: 148
# of Openings: 1
Hours: Monday-Friday 7:30 a.m. - 6:00 p.m. Saturday 9 a.m. - 1 p.m.
Days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday
Pay Range: $52,800 - $66,000/Annually + Variable Pay

Description
JOB SUMMARY


Trains, develops, and assists the Contact Center Team in delivering a superior member service experience. Responsible for assisting with the direction and management of Member Service Contact Center operations. Ensures that established policies and procedures are followed. Oversees full range of products and services to members and prospective members. Ensures that members are promptly and professionally served. Acts as Department Manager as necessary. Performs various department functions as required.

SUPERVISORY RESPONSIBILITIES

Directly supervises assigned members of the MSCC team while being responsible to work with the entire supervisory team for the overall direction, coordination, and evaluation of all department employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring; coaching, mentoring and training employees; planning, assigning, and directing work; appraising performance, including call monitoring; rewarding and disciplining employees; addressing complaints and resolving problems timely. May be required to comply with NCUA requirements. Must adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree (B.A.) from four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience.

Experience Required:

• Convey passion, motivation, and enthusiasm for assisting others.
• Demonstrate capacity to learn
• Display effective oral and written communication skills
• Exhibit effective problem solving skills
• Be capable of successfully working in a changing environment
• Demonstrate extraordinary service skills
• Express skills and a desire for coaching and developing others
• Experience in a leadership capacity required
• Supervisory or management experience or equivalent education preferred
• Experience in a call/contact center preferred
• Leadership within a financial institution preferred
• Experience with consumer loans and new accounts a plus
• Knowledge of Credit Union products, services, and policies preferred