Responsible for supervision of managers, supervisors, and team leads in the Member Assistance Center that could consist of both in-house and outsourced advisors across several locations, delivering a great member contact experience through a variety of contact channels which may include phone, email, web / live chat, video, and social correspondence.
]Essential Duties and Responsibilities:
Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed and are subject to change:
1. Adheres to the Credit Union’s core values and Service Standards in carrying out GreenState’s mission and vision.
2. Demonstrates teamwork in all interactions with coworkers and in the completion of all duties and responsibilities.
3. Ensures confidentiality of member information.
4. Supervises overall Member Assistance Center.
5. Creates and executes the Member Assistance Centerâs strategic direction and goals, which support the overall goals of the Credit Union.
6. Ensures that members and potential members received a friendly, professional, and consistently high quality service by following the Credit Unionâs core values and 5-star service standards.
7. Coaches and guides their direct reports to proactively maximize the member opportunities through our services and products.
8. Handles escalated and/or complex member situations calmly and confidentially, using critical thinking skills, knowledge and creativity
9. Establishes the strategy for the development of the Member Assistance Center employees, staying well informed of new practices and technologies, ensuring that we gain and maintain recognition for the quality of member service provided.
10. Leads, inspires, and coordinates the Member Assistance Center management team at all levels to create motivated and engaged colleagues.
11. Ensures proper workforce management, optimization of staffing levels, service level attainment, and effective resource allocation across the Member Assistance Center
12. Establishes the recruitment, training, and coaching strategies across the Member Assistance Center.
13. Develops and ensures that all Credit Union policies and procedures are performed consistently with Board and management guidelines including office equipment and facilities upkeep.
14. Develops plans and offer insight and knowledge to the organization on the use of new tools and technologies to create a cost-effective operation consistently achieving contact handling goals.
15. Enhances the quality of member interactions, ensuring quality assurance, compliance, regulatory, and legal obligations are met across all interactions.
16. Prepares and conducts performance evaluations, prepares documentation for retention in personnel files working with Human Resources to recommend and implement disciplinary actions and counseling within the department as needed.
17. Coordinates, tracks and monitors daily scheduling within those that report directly to this position including overtime, leave of absences, and prepares periodic tracking reports for the Human Resources department.
18. Meets attendance standards to perform job functions including physical presence to provide team oversite, coordination of work, and ongoing feedback.
19. Plays a vital role in enriching the community by participating in community service organizations and/or Credit Union sponsored events on an annual basis.
20. Performs any other duties as may be required to meet Credit Union objectives.
Job Requirements/Expectations:
1. Ten to fifteen years proven experience of leading a service & sales driven contact center operation with experience of managing an operation through periods of significant growth or change.
2. High School Diploma or equivalent (GED).
3. Excellent communication and leadership skills to lead and motivate a growing and changing operation.
4. The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives.
5. Ability to plan, develop, and coordinate multiple projects meeting appropriate deadlines.
6. Ability, availability, and willingness to work flexible hours to accomplish workload. Job will require a non- traditional workweek with extra hours including evening and/or weekend duties.
7. Reports to work punctually, works all scheduled hours, and works overtime as necessitated by business demand. Job will require a non-traditional workweek with extra hours including evening and/or weekend duties.
8. Must be bondable.
Reporting Relationship: [Reports to Vice President / Regional Branch Sales and Service Manager.]Supervisory Responsibilities: [This position is responsible for the supervision of Vice President / Member Assistance Center Manager.]Equal Opportunity Employment Statement: [GreenState Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.]
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