Job Description
Job Type
Full-time
Description
Reports to the AVP Regional Operations Manager (Northern Region)
Exempt
General Functions:
Plan, schedule, supervise, and evaluate Solution Center workflow and staffing. Monitor staff performance and call volume, and assist members. Plan for the changing needs of the credit union and potential new ways to serve our members best.
The Solution Center Manager will require attention to detail, strong interpersonal skills, teamwork, and a proficient understanding of navigating multiple computer programs and the internet. The Solution Center Manager must always maintain confidentiality and professionalism in all aspects of service.
Duties and Responsibilities:
1) Reflects the credit union's core values in their daily activities and at any time they represent the credit union.
2) Supervise Solution Center employees, observing and assisting the call center representatives with script, problem-resolution, and/or questions.
3) Evaluate, interview, and hire applicants.
4) Schedule to ensure efficient branch operations.
5) Accountable for researching member inquiries or complaints to ensure proper follow-up and member satisfaction.
6) Maintain the smooth operation of the telephone system, ensuring that calls are coming in correctly and answered in a timely manner.
7) Maintain chat system and llcu.org emails, ensuring that responses are correct and timely. Report monthly statistics.
8) Monitor calls for professionalism, accuracy, and content. Report monthly statistics.
9) Research and solve complex member questions, problems, and/or complaints concerning credit union accounts or account verifications for call center representatives.
10) Train or assist in the training of Solution Center representatives with cross-serving skills to promote credit union products and services as appropriate. Consistently maintain and improve call center representative skills and knowledge for efficient service delivery and high-quality member service.
11) Ensure that all credit union member- and employee-related business is kept in strictest confidence.
12) Treat all credit union members and employees with a positive and collective attitude.
13) May serve as a representative for member contacts and complaints.
14) Evaluate the job performance of branch office staff to ensure quality of work and service to members. Clearly communicate expectations to staff and communicate them. Assist the Branch Sales Manager in providing performance feedback to employees in a way that is useful to the employee in a timely fashion. Additionally, using this feedback and response in formulating an annual evaluation for all direct reports, and recommending salary increases.
15) Maintains work area in an orderly manner.
16) This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Performs other duties and works other hours as assigned.
17) Must be able to meet physical requirements: prolonged periods of sitting at a desk working on a computer or standing and completing training activities; must be able to lift 30 pounds at times.
Requirements
Required Qualifications:
- High School Diploma or equivalent plus
- Minimum 2 or more years of experience at a financial institution and
- Minimum 2 or more years in a supervisory role.
- Availability during required hours and to work at alternate Branch locations if/when assigned.
Preferred Qualifications:
- Degree with focus in accounting, economics, business management, finance, or communications.
Job Tags
Full time,