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Ent Credit Union · 1 day ago

Manager, Call Center Member Service

AZ-202, Phoenix, AZ, USA

Full-time

Onsite

Mid, Senior Level

$88K/yr - $98K/yr

5+ years exp

Ent Credit Union is merging with Wings Credit Union to enhance member service and operational excellence. The Call Center Member Service Manager will oversee the Call Center's operations, ensuring high performance and accountability while addressing escalated member concerns and developing staff.

EducationFinanceFinancial Services

Comp. & Benefits

Responsibilities

Oversight of Call Center Supervisors and their direct reports as necessary

Address escalated member concerns

Assessing and prioritizing the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc.)

Assist with daily frontline workload as necessary

Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for Member Service Reps

Assists in selection of new hires for the department

Coach and develop staff weekly to build/reinforce Wings' sales and service culture

Write and deliver performance evaluations

Assess and revise performance standards to align with strategic department goals/regulatory changes

Research, recommend, and implement approved process and/or procedural changes

Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards/technology)

Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act

Qualification

Call Center ManagementFinancial Services ExperienceConflict ResolutionPerformance EvaluationRegulatory KnowledgeTrainingInterpersonal CommunicationMentoringMicrosoft Office SuiteSalesService CultureTechnical KnowledgeHR Policies KnowledgeMulti-taskingOrganizational SkillsPresentation SkillsProblem SolvingFlexibility

Required

Bachelor's Degree in Business, Finance, Management, or another relevant field of study

5+ years' experience in Financial Services

5+ years' of Call Center experience

2+ years' of Management/Supervisory experience to include mentoring / training of other staff

Strong interpersonal communication skills. Ability to coach and mentor staff, providing support and direction

Advanced conflict resolution and problem solving skills

Ability to recognize needed improvements and take necessary steps to implement changes

Broad understanding of relevant Federal, State, and local regulations governing credit unions

Knowledge of compliance and internal controls related to financial services

Ability to prioritize/manage workload and allocate resources

Strong technical knowledge of financial industry, to include specialty areas such as Certificate/IRA, handling deceased member accounts, online banking applications, etc

Knowledge of Cisco applications or similar reporting tools to manage daily call volume

Knowledge of Call Center Operations to include Sales and Service culture

Working knowledge of HR policies, procedures, and compliance

Working knowledge of training theory, training delivery methods, and best practices

Able to work effectively in a collaborative environment with shifting priorities throughout the growth of the company

Ability to give oral presentations to a group

Organized, detail oriented, flexible and able to multi-task in an ever-changing environment

Proficient with the Microsoft Office Suite (Word, Excel, Outlook)