Manager, Member Contact Center (eServices/Chat)

We're always looking for diverse, talented, service-oriented people to join our exceptional team.

Manager, Member Contact Center (eServices/Chat)

The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity.

Pay Range:
$110,527.00 - $176,843.00

Scheduled Weekly Hours:

40

What You'll Be Doing

Responsible for planning, directing and overseeing the overall management of multiple or more complex operations within the Member Contact Center. Ensures Members receive prompt, efficient, and high quality service. Manages contact center activities to achieve credit union goals.

• Manages contact center activities through Supervisors and/or Assistant Managers. Collaborate with other supervisors and management to support contact center goals, and maximize Member satisfaction.
• Ensures that Contact Center multiple contact delivery channels are handled promptly, accurately, efficiently, and professionally. Maintains a strong service focus with teammembers and utilizes appropriate training and quality assurance methods.
• Contributes to the design and implementation of Contact Center strategies in support of the overall objectives of the Credit Union.
• Researches, evaluates, and implements department and/or divisional projects.
• Maintain high level of knowledge of all credit union products and services. Through on-going communication with other departments, ensures accuracy of information given to Members in relation to credit union products, services and, other related functions.
• Provides consultative services to Members regarding credit union products and services and ensures that team members are providing consultative services by assessing the Member's needs, addressing their concerns and gaining agreement.
• Manages multiple contact center channels in specialty areas such as e-Services, Chat, Cards & Disputes, and Process Improvement.
• Ensures adherence to credit union policies and department procedures, etc. Recommend methods to improve Member service, working
  conditions and to increase efficiency.
• Oversee high touch, Member resolutions recovery team as a touch point for organizational issues, errors, and service recovery.
• Responsible for succession planning by executing teammember promotional guidelines developed specifically for the contact center environment.
• Administration and oversight of the Emerging Leaders and 5 Behaviors training programs designed specifically for the contact center division

Additional Job Functions

• Provides daily support to staff, including answering questions and problem resolution, communicating job expectations; planning, monitoring, and appraising job results; training, coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Accomplishes financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures and analyzing variances.
• Contributes to organizational goals and priorities as a member of Management team. Establishes and implements plans that have short-term (1-2 year) impact on business results in alignment with organization objectives.
• Evaluates operating procedures and policies, ensuring the highest levels of Member service, productivity and internal control.
• Initiates, researches, coordinates and implements department or division projects intended to benefit Members, internal teammembers or department operations.
• Ensures compliance with state and federal laws as well as any other applicable regulations.
• Understands the credit union organizational goals and key performance indicators and takes the necessary actions to achieve desired results.
• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Qualifications

• High School Diploma or GED required
• Bachelor's Degree or equivalent years of experience preferred
• 5-7 years of previous related experience within a financial services institution required
• 2-4 years Previous management experience (preferably within a call center environment) required

Knowledge, Skills, and Abilities

• Managers at this level will be responsible for one or more of the following:
• Manages staff of 50 or more representatives, including multiple Assistant managers and Supervisors
• Vendor relationships
• Bilingual team and Advance Queues oversight
• Site responsibilities (e.g. ROC)
• Multiple channels
• Risk mitigation & oversight (e.g. wires, e-Services)
• Lead organizational or divisional projects
• Manages contact center advanced and expert technical functions and phone queues
• Oversight for functional training of advanced skill sets such as cards, fraud and disputes, e-Services and chat
• Demonstrated in-depth knowledge of financial institution regulations, and operations.
• Professional demeanor, proven leadership ability, strong organizational skills, and high degree of accuracy.
• Ability to multi-task, set priorities and manage time effectively.
• Excellent telephone, oral, and written communication skills required.

SchoolsFirst FCU is committed to Diverse, Equitable, and Inclusive Hiring

At SchoolsFirst FCU we are dedicated to building and growing a diverse, inclusive, and authentic Dream Team, so if you're excited about a position or wanting to make a career change but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. Many skills are transferrable and you may be just the right candidate for the position, or for other roles we are working on.

SchoolsFirst Federal Credit Union is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.