Apply on Employer Site

Westerra Credit Union · 1 day ago

Supervisor Contact Center

Denver, CO, US

Full-time

Hybrid

Mid Level

$26/hr - $30/hr

4+ years exp

Westerra Credit Union is a modern financial community committed to teaching one another to prosper. The Supervisor of the Contact Center is responsible for leading a motivated team that provides exceptional member service and promotes financial success through effective coaching and problem-solving.

BankingE-CommerceFinancial Services

Responsibilities

Integrates the Westerra Experience (WX) into the daily contact center activities, focusing on building relationships, driving referrals, and creating an exceptional experience for both members and employees

Drives a high-performance culture, by helping to create and execute contact center and role specific goals tied to the data insights, budget, and strategic objectives

Actively observes staff interactions with Members, and coaches them on Member Service behaviors and recognizing opportunities to help the Member succeed financially

Ensures contact center operations run efficiently by overseeing and monitoring scheduling, metrics, and adherence to policies and procedures, service quality, and audits

Responsible for driving engagement and retention of staff

Assists with interviewing and selecting candidates for the contact center and ensures a rich onboarding experience for new hires

Maintains knowledge of products and services and educates members and employees on emerging technology and digital solutions such as mobile, online, and other offerings

Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations

Maintains knowledge of industry trends and ensures credit union compliance

Maintains high-level of confidentiality

Other duties as assigned

Qualification

Customer service experienceFinancial services knowledgeCoachingTrainingCisco productsMicrosoft OfficeContact center systemsVerbal communicationInterpersonal communicationProblem-solving skillsAttention to detail

Required

4+ years' experience working in customer service with at least 1 of those years in financial services

Strong understanding of branch operations, processes, and procedures

Ability to coach and train team members

Ability to understand and respond to member needs, as well as consistently make recommendations to members on Westerra products that will fit their financial needs/goals/values

Can navigate with ease and efficiency through key Westerra Systems/Sites

Strong verbal and interpersonal communication

Proven attention to detail with minimal mistakes

Demonstration of problem-solving skills

Accountable for completion of assigned processes or programs

Acts autonomously on most decisions, but may require guidance on more complex judgments

Advanced understanding of business line and a growing understanding of the overall organization and the competitive environment

Able to influence timelines, expectations, and proactively negotiates with department