Contact Center Manager

Role 

To ensure members and potential members receive fast, courteous, and accurate service through the Contact Center department.  Explains services, sets up new accounts, responds to problems, and directs members’ inquiries to the appropriate area.  Oversees the operations and team members within the credit union’s Contact Center.   

Essential Functions & Responsibilities 

• Assists members and employees with inquiries through the contact center 
• Schedules, trains, and monitors the work of employees within the contact center 
• Identifies cross-sell opportunities and sells these services to members 
• Identifies and takes action to improve the department’s operating methods and procedures 
• Ensures member account information is correctly entered on all computer systems 
• Exhibits a positive attitude toward Credit Union initiatives and mission statement, supporting member acquisition and retention. 
• Strong interpersonal skill 
• Ability to work in a team environment as well as independently 
• Ability to use office technology such as a computer, internet, email, and other office related software 
• Ability to work in an office environment for at least 8 hours per day   
• Performs other job related duties as assigned in accordance with Credit Union standards.

Knowledge & Skills   One to three years of similar or related experience

Experience    One to three years of similar or related experience

Education   A high school education or equivalent

Skills   Advanced proficiency in Microsoft Office and loan software programs Must be well organized and detail oriented Must demonstrate excellent written and verbal communication skills 

Physical Requirements     The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.