Job: Member Service Call Center Supervisor

This posting has expired and is no longer available.

Jobing Description

Member Service Call Center Supervisor
Location: Member Services Call Center / Denver, CO
Job Code: 182
# 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: Annual: $53,300-$66,600

Description
JOB SUMMARY


Responsible for assisting with the direction and management of Member Service 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. Trains, directs, and assists in supervising department staff. Performs various department functions as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. May perform other duties as requested or assigned.

  • Ensure that operations are conducted in accordance with established Credit Union policies, legal and regulatory requirements, audit and security standards. Provide suggestions for improved effectiveness.
  • Observe calls to ensure proper service standards and sales offerings. Provides employee coaching and development when necessary and/or required. May handle escalated member issues and provides problem resolution guidance to member representatives.
  • Track individual progress and conduct performance appraisals. Formulate and implement corrective actions as needed.
  • Monitor and analyze call center metrics to increase efficiencies and ensure department service and sales objectives are achieved.
  • Assist with workforce and service level management functions (forecasting, scheduling, and adherence).
  • Develop, communicate, and administer Member Service Center policies and procedures.
  • Assist with orientation of new employees and staff training sessions. Ensure that personnel are well trained in all phases of their respective jobs.
  • Coordinates efforts with other business units to design and implement system and process improvements.
  • Assists with daily Member Service Center functions. May process and approve member loans within authorized limits.
  • Support Special business or call center projects/initiatives as needed.
  • Support manager and peers as needed
  • Adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
SUPERVISORY RESPONSIBILITIES
Directly supervises Member Service Center personnel. Is responsible 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 but are not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree (B.A.) from four-year college or university (related experience may be substituted for education).

Three years of financial service experience in a sales environment with business development skills. Knowledge of Credit Union products, services and policies preferred. Extraordinary service skills required; convey passion, motivation and enthusiasm for helping others. Demonstrate capacity to learn and e xhibit effective problem solving skills. One year of coaching and mentoring experience preferred.

Locations

Arvada
8770 Wadsworth Blvd. Unit R
Arvada, CO 80003
Aurora
13732 E. Quincy Ave.
Aurora, CO 80015
Aurora Convenience Center
13732 E. Quincy Ave
Aurora, CO 80015
Bear Valley
3100 South Sheridan Unit 1F
Denver, CO 80227
Canon City
2149 Fremont Drive
Canon City, CO 81212
Central Denver
1390 Logan Street
Denver, CO 80203
Colorado Springs
3606 Austin Bluffs Parkway
Colorado Springs, CO 80918
Colorado Springs Branch
3606 Austin Bluffs Pkwy
Colorado Springs, CO 80918
Corporate Hdqtrs
1390 Logan St
Denver, CO 80203
Fort Collins
2510 E. Harmony Rd.
Fort Collins, CO 80526
Fort Collins Branch
2510 East Harmony Road
Fort Collins, CO 80528
Golden
1020 19th St
Golden, CO 80401
Golden Branch
1800 Jackson Street
Golden, CO 80401
Grand Junction
202 Main St
Grand Junction, CO 81501
Grand Junction
202 Main Street
Grand Junction, CO 81501
Greeley
2505 11th Avenue
Greeley, CO 80631
Lakewood
9140 West 6th Avenue
Denver, CO 80215
Member Services Contact Center
Inbound Contact/Call Center - 1390 Logan St
Denver, CO 80203
Parker
19311 E. Plaza Drive
Parker, CO 80138
Pueblo
1721 Highway 50 West
Pueblo, CO 81008
Pueblo
1721 U.S. 50
Pueblo, CO 81008
Southeast Denver
7541 East Iliff Avenue
Denver, CO 80231
Thornton
3907 E 120th Ave
Denver, CO 80233
Arvada
Aurora
Aurora Convenience Center
Bear Valley
Canon City
Central Denver
Colorado Springs
Colorado Springs Branch
Corporate Hdqtrs
Fort Collins
Fort Collins Branch
Golden
Golden Branch
Grand Junction
Grand Junction
Greeley
Lakewood
Member Services Contact Center
Parker
Pueblo
Pueblo
Southeast Denver
Thornton

Social Media

Facebook