Solutions Center Supervisor
2 months ago
Under general supervision and in accordance with Credit Union policies and procedures, assists the Solution Center Manager in overseeing service expectations, goal achievement, and the daily operations of the department. Serves as the supervisor in charge. Motivates, guides, and trains employees in effective member service expectations, operational processes, and cross sell and production efforts on a daily basis. Supervises and coordinates inbound individual and team call volumes, quality metrics and member feedback to ensure all key performance indicators goals are met or exceeded. They will ensure we are creating the best member experience possible while maximizing resources and assisting in the attainment of Solution Center business goals and objectives to meet department and Credit Union goals.
Job duties may require the need to work additional hours or days of the week in order to lead the branch, support the employees, and effectively serve the members.
Essential job duties:
- Ensure compliance with policies, procedures, safety, security, and regulatory rules and changes as they related to Solution Center operations and work assignments.
- Maintain knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
- Monitor inbound individual and team call volumes, average talk time and member feedback to ensure all key performance indicators goals are met or exceeded.
- Keep own knowledge current regarding regulatory changes that impact department processes and procedures and make recommendations for updating as applicable.
- Ensure operations are conducted in accordance with established policies, procedures, and guidelines, and within legal and regulatory requirements.
- In partnership with the Solution Center Manager, maintain daily responsibility for the effective and efficient performance of department performance, production, service quality, cross-sell referrals and operations.
- Ensure employees achieve department and individual production goals.
- Ensure knowledge and skill level of employees is appropriate to job duties and functions, particularly with regard to quality service expectations, and with cross selling products and services.
- Ensure call queues and call monitoring is being maintained for quality assurance purposes and coaching sessions to identify opportunities and recognize negative and positive behavior.
- Ensure effective and appropriate delegation of work assignments, responsibilities, and authority.
- Effectively handle or assist employees with basic and complex member transactions, questions, issues, and problems.
- Keep manager updated and informed of area activities and significant problems, and progress toward established goals and objectives.
- In partnership with the Solution Center Manager, responsible for the effective supervising, coaching, and directing of employees for optimal performance.
- Supervisor scheduling, assigning work, distributing workflow.
- Lead and supervise employees, including new employees, through facilitation of meetings or training session.
- Provide timely and fair communication and feedback to employees through coaching, counseling, and meetings.
- Provide input to the preparation and appraising of employees, which may include written statements of performance to incorporate to the performance reviews and development plans.
- Assist in the recruitment efforts of Solution Center employees.
- Responsible for the effective and efficient performance of operational tasks and assignments that support the Solution Center department.
- Ensure work areas and sensitive information is secured at the end of the day.
- Within the scope of authority and privileges, provide approval and override support to employees.
- Promptly and accurately complete required reports and record, such as time card recordings and approvals, department reports, online banking reports, report tracking, and report review and monitoring.
- Serves as a Membership Officer, responsible for the review, verification, and approval of new online membership accounts as needed.
- Responsible for building member relationships which meet the expectations for members and standards for the excellent member service and work performance.
- Actively take an interest in members' financial lives to assist in identifying opportunities and needs to effectively align with, or cross sell products and services that meet member needs.
- Actively promote marketing campaigns and promotions by educating members of their benefits and value
- Take ownership of resolving member grievances and complains in a timely and satisfactory manner, and in compliance with applicable regulatory requirements.
- Other duties, tasks and assignments as delegated from time-to-time.
- Make recommendations to the Solution Center Manager, or participate in the development of process or procedure enhancements to increase operational effectiveness and efficiency.
- This is an exempt role and Saturday coverage may be required.
- Display initiative through proactive involvement, self-improvement, and by taking advantage of opportunities.
- May be cross-trained or certified in other areas of responsibilities.
- May be cross trained and certified in providing limited assistance with wealth management inquiries.
- Two-year college degree or equivalent preferred; or completion of a specialized coursework at a business or trade school.
- Three years' minimum of work-related experience in a full-service financial institution or experience in a related position in a related field. Proven success at exceeding goals and/or sales expectations. Prefer at least one year supervisor or lead employee experience or similar.
- Possess excellent customer service skills including quality standards and evaluation of expectations.
- Ability and knowledge of promoting and selling products and services.
- Basic knowledge of business management such as report preparation and coordination of people and business resources.
- Basic knowledge of human resources responsibilities such as recruiting, performance evaluation, giving feedback, and motivating and guiding people as they work.
- Ability to read, speak, and write clearly to convey information in a courteous and effective manner.
- Possess excellent interpersonal skills to communicate and represent the Credit Union positively with members, co-workers, and management. Courtesy, tack and diplomacy are essential elements of the job.
- Possess thorough knowledge of Credit Union products and services, procedures and guidelines, and field of membership requirements.
- Possess strong knowledge of regulations including safety and soundness practices applicable to essential responsibilities.
- Possess problem-solving skills to research, investigate, and offer solutions to issues that are non-routine in nature. Problems may be generally similar in nature with previous precedent to draw upon.
- Work requires judgment, ingenuity and reasonable analytical skills. A moderate amount of discretion is available to perform the job.
- Pays close attention to detail, ensuring accuracy and completeness of work output.
- Excellent organization, planning, and follow-up skills.
- Flexible and adaptable to change.
- Able to handle multiple tasks, responsibilities and/or projects.
- Ability to resolve inter-personal conflict and miscommunications.
- Solid math skills.
- Knowledge of how to use a personal computer and MS Office products on a daily basis (Word, Excel, Outlook).
- Corelation and Meridian Link experience desirable.
Our client acknowledges that equal opportunity for all persons is a fundamental human value. Each employee and applicant will be considered on the basis of individual ability and merit, without regard to race, color, religion, age, sex, sexual orientation, gender identity, gender expression, pregnancy, national origin, marital status, physical disability, mental disability, medical condition, genetic information, protected military or veteran status, or any other characteristics.
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