Apply on Employer Site

Texans Credit Union · 3 weeks ago

Member Connect (Call Center) Digital Services Supervisor

Richardson,TX,US

Full-time

Onsite

Entry, Mid Level

2+ years exp

Texans Credit Union is seeking a Digital Services Supervisor for their Member Connect Call Center. This role involves leading a team of Member Service Representatives to ensure excellent service delivery through various communication channels while achieving team goals in member satisfaction and account management.

AccountingBankingFinancial Services

Responsibilities

Lead and develop a team of MSRs and Senior MSRs with the goal of providing excellent service to members in transactions, accounts, and loan servicing

Serves as Manager on Duty

Through proactive, engaging and positive leadership, lead team to meet or exceed established team goals as set by management

Provide ongoing training and monitor the team via observed digital engagements and side by side observations to ensure understanding of the product/service, ongoing fees, etc

Provide oversight and direction to new hires during their OJT (On-job training period) with training/coaching and providing support, for their first 120 days and responsible for final sign-off

Support team and company by logging into the queues during peak times

Assist in hiring process, progressive discipline, and performance plan review both monthly and annually

Handle and resolve member complaints for any area of the Member Connect team in a timely manner

Learn, understand, support, and build comprehensive knowledge on all credit union products and services, policies and procedures as well as applicable rules and regulations and how they apply to the Member Connect environment

Proactively establish and maintain effective working team relationships with all support departments

Adhere to all company policies, procedures and business ethics codes

Assess existing processes and procedures and provide feedback on an ongoing basis to better operational efficiency

Properly log and track all member contact and interaction (transactions, inquiries, concerns, etc.) utilizing proper procedures

Perform other duties as necessary to achieve the goals of the Member Connect team and Texans Credit Union as a whole

Remain compliant with all financial laws and regulations including Bank Secrecy Act (BSA) as they apply to the duties of the position

Qualification

Call Center ManagementFinancial Industry ExperienceCoaching SkillsMicrosoft OfficeDiplomacy SkillsMulti-taskingWritten CommunicationOral CommunicationTime Management

Required

Excellent consultative and coaching skills

Excellent written, oral communication and phone service skills

Ability to handle tense situations with diplomacy and professionalism

Experience in being Manager on Duty for entire department(s)

Computer literacy required

Ability to multi-task; good time management skills

Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures

Strong PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint, Visio) and specific knowledge of systems and applications used to support a call center environment

Associates degree, professional certification is a plus

2 - 3 years' Experience within the Financial Industry is required