About Company:

Blackhawk Community Credit Union began in 1965 with the Fisher Body Division of General Motors- Janesville. Over the last 59 years we have grown in locations, membership and technology. We currently serve over 45,000 members and are committed to partnering with our community members during all stages of their lives. Our Mission is simple, empowering members to reach financial goals. From a toolbox to 10 different branches, Blackhawk Community Credit Union has grown into a financial institution that is proud to serve members across Southern Wisconsin and Northern Illinois.

We value our employees and their future and recognize their contribution to our success. It is for that reason that we offer competitive wages, and a comprehensive health, dental, and vision insurance package. We also offer paid time off, life insurance, disability, FSA, and 401K retirement benefits with employer match up to 5%.

Job Description

Agent Operations Specialist- Contact Center

Job Classification: Full Time

FLSA Status: Exempt

Department: Member Experience/Contact Center

Reports To: Contact Center Manager

Senior Leader: SVP-Chief Experience Officer

Job Overview

The Agent Operations Specialist supports Contact Center continuity by providing structured operational support, queue visibility, procedural assistance, and observational insight under the direction of Contact Center leadership. This role helps maintain workflow continuity across member service, lending intake, and digital channels by carrying out routing, documentation, and support tasks according to established priorities and documented procedures. The Specialist gathers operational and interaction observations, identifies patterns, and reports findings to the Contact Center Manager and Assistant Manager to support coaching, staffing decisions, and process improvement. The Agent Operations Specialist may provide in-the-moment procedural clarification or system-navigation assistance, but does not provide formal or ongoing performance coaching, does not independently direct employee work, does not own member escalations, and does not manage schedules, staffing, or performance outcomes. This role is designed to strengthen operational continuity and leadership visibility without creating a secondary supervisory lane.

Major Tasks, Responsibilities and Key Accountabilities

Operational Support & Workflow Coordination

Provides day-to-day operational support to help maintain coverage continuity, workflow visibility, and service consistency, following priorities established by the Contact Center Manger and or Assistant Manager.
Observes workflow execution and communicates services-consistency concerns, process breakdowns, and support needs to Contact Center leadership.
Coordinates lending queue routing and similar workflow assignments according to documented rules, established thresholds, or direct instruction from Contact Center leadership; does not independently determine staffing models or long-term workload allocation.
Processes overdraft member communications by downloading daily files from the managing vendor and records documentation. Works with Account Resolution to maintain accurate and consistent records.
Works with Contact Center leadership to coordinate and establish peer training within the contact center for agents.
Supports Contact Center team in multiple roles by queue support, lending support, and eService’s
Communicates leadership-approved schedule updates and operational adjustments when directed
When assigned, may provide continuity coverage for designated support functions during high-volume periods, meetings, unexpected absences, or system disruptions, using documented procedures and designated support tools

Observation, Reporting & Improvement Insight

Identify skill gaps, learning needs, and consistency issues based on daily observations.
Provide objective feedback themes and recommendations to Contact Center leadership to support targeted coaching and development.
Partner with the Contact Center Manager, Assistant Manager, Consumer Lending Manager, and Learning & Development to inform training priorities, refreshers, and job aids.
Support validation of training effectiveness by monitoring post-training performance trends.
Prepare routine operational and observational summaries for Contact Center leadership. Reporting is intended to inform leadership decisions, coaching, and process improvement; the Specialist does not own final scoring decisions, performance determinations, or corrective action recommendations.

Compliance & Risk Monitoring

Identify and document potential compliance risks or control gaps and escalate findings to the Contact Center Manager.
Maintain up-to-date knowledge of regulations, policies, and standards relevant to Contact Center Operations.
Support ongoing risk mitigation efforts by tracking patterns related to documentation, disclosures, and process adherence.

Regulatory

Follows processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT).

Complete required, annual AML/CFT training to ensure you understand your responsibilities that apply to AML/CFT, including:

CIP (Customer Identification Program)

CDD (Customer Due Diligence)

Beneficial Owner Identification and Verification

Prohibited Account Types

CTRs (Currency Transaction Report)

SARs (Suspicious Activity Report)

OFAC (Office of Foreign Assets Control)

Monetary Instruments

Record Retention

Operational Awareness & Support (Manager-Directed)

Maintain awareness of Contact Center workflows, queues dynamics, and service delivery challenges to provide informed operational support and appropriately prioritize assigned assistance.
Assist leadership by identifying operational friction points, emerging risks, and process breakdowns that impact member experience or agent performance; recommendations are provided to leadership for decision and action.
Provide operational coverage as assigned by the Contact Center Manager (or designee) during meetings, unexpected absences, system disruptions, or unusual volume. Coverage may include serving as a keyholder and maintaining access/permissions necessary to use designated support tools within documented procedures and without assuming supervisory authority.

Scheduling & Coverage Expectations

Work schedule will include participation in a rotating Saturday coverage schedule based on business need and manager assignment.
When assigned, provide continuity coverage during meetings, unexpected absences, or high-volume periods by using documented procedures and designated support tools, without assuming supervisory authority or changing reporting relationships.

Role Boundaries & Decision Rights

Reporting: This position reports to the Contact Center Manager. Any cross-functional coordination with Learning & Development, Branch Management, Retail, Audit, Risk and Compliance, or Transformation is conducted through established leadership and project channels.
No shadow management: The Agent Operations Specialist does not act as a supervisor, does not provide formal or ongoing coaching, does not independently assign work outside documented routing rules or direct leadership instruction, does not approve schedules or staffing, and does not conduct performance-management activities (including corrective action, disciplinary recommendations, or approvals).
Member escalations and people decisions remain with Contact Center leadership.
Temporary assistance: When assigned, the Agent Operations Specialist may assist with limited operational coverage to maintain continuity; such assistance is time-bound, procedure-based, and does not change reporting relationships. Supervisory coverage, coaching delivery, member escalation ownership, and accountability for daily team performance remain with the Contact Center Manager and Assistant Manager.

Culture and Values

Demonstrate a work style consistent with Blackhawk Community Credit Union values.

Take personal responsibility for ongoing learning and professional development.

Support a positive, member-focused, and improvement -oriented Contact Center culture

Major Skills and Competencies

Must possess strong interpersonal skills, a positive attitude, maturity, and good judgment.

Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.

Extensive knowledge of electronic financial services and the digital banking platform.

Must have the ability to support the member advisor role.

Extensive knowledge of depository accounts and loan products and services.

Must have knowledge of back-office processes.

Must demonstrate the ability to analyze and resolve situations independently and in a timely manner.

Must possess exceptional leadership skills, including the ability to train and coach staff within the department.

Must possess exceptional verbal and written communication skills.

Ability to manage multiple priorities, effectively delegate, and set deadlines.

Must have reliable attendance and project a professional image.

Physical Job Requirements

Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds). Other requirements:

Ability to communicate with a diverse membership and employee group.

Ability to accomplish the responsibilities described using computers and technology.

Ability to sit and/or stand for extended periods of time.

Ability to work in a changing, challenging, and fast paced work environment.

Ability to manage variable stress levels.

Ability to occasionally travel for business.

Environmental Job Requirements

The position is typically performed in a comfortable, quiet, indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.

Minimum Qualifications

Pass the pre-employment credit and background check.

Bachelor’s Degree or an equivalent combination of education, training, and experience.

Minimum of 2 years of Contact Center experience, preferably within a financial institution or credit union environment.

Experience supporting quality assurance, performance monitoring, or operational review functions preferred.

Must be at least 18 years of age.

Preferred Qualifications

Knowledge of banking and/or credit union regulations.

Previous experience recommending products and plans to improve a customer’s financial position.
Must possess exceptional verbal and written communication skills.
Ability to manage multiple priorities and operate within defined decision rights.

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