Responsibilities:

Team Leadership & Development:

Supervise, mentor, and motivate call center staff to achieve individual and team performance goals. Provide ongoing coaching, feedback, and training on policies, procedures, products, and services. Conduct regular team meetings and individual performance reviews. Foster a positive and collaborative team environment.

Call Monitoring & Quality Assurance:

Monitor and evaluate call center performance through daily and weekly call monitoring. Ensure adherence to quality assurance standards and identify areas for improvement. Provide constructive feedback to representatives to enhance call quality and member satisfaction.

Performance Management & Reporting:

Monitor and analyze call center metrics (e.g., call volume, average handle time, first call resolution) to identify trends and areas for improvement. Prepare and present regular reports on team performance and key metrics. Ensure staff understands their metrics and is working towards achieving goals.

Member Service & Problem Resolution:

Provide exceptional member service by answering inquiries, resolving complex problems, and processing transactions via phone and email. Act as a point of escalation for complex member issues and ensure timely resolution. Collaborate with other departments to resolve member issues and provide seamless service.

Account Opening Oversight:

Oversee and assist with the online account opening process, ensuring accuracy and efficiency. Provide support and guidance to members regarding online account applications. Ensure all regulations are being followed regarding the account opening process.

Cross-Selling & Product Knowledge:

Promote and cross-sell credit union products and services to meet member needs and achieve sales targets. Maintain a thorough understanding of all credit union products and services.

Policy & Procedure Compliance:

Ensure adherence to all credit union policies, procedures, and regulatory requirements. Stay up-to-date on industry trends and best practices. Qualifications What you will need to have: At least 2 years of experience in a call center environment with individual goals. At least 2 years in a leadership role with team goals. High school degree or GED required. What would be great to have: Experience with RingCentral phone system. At least 1 year of experience working in a financial institution. Spanish speaking. 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