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Call Center Manager

3 months ago

Denver, United States Rocky Mountain Law Enforcement Federal Credit Union Full time $54,000 - $70,000
The ROCKY MOUNTAIN LAW ENFORCEMENT FEDERAL CREDIT UNION has an opening for a Call Center Manager.

This position will be expected to manage and maintain a healthy department/office through positive and timely interaction with staff, members, and vendors. Create an atmosphere that will develop staff and increase growth for the Credit Union through strong leadership abilities.

This position offers room to grow and advance. The Credit Union's policy is to promote from within. In addition to a competitive salary, the Credit Union offers a comprehensive health benefits package, a generous PTO plan, paid holidays, and eligibility for participation in the 401K plan.

Essential Duties and Responsibilities:

Managing:
  • Oversee the operating procedures of a 3 - 5 person Call Center to ensure member quality standards are being met
  • Perform monthly quality service audits, 4 per employee, and address any deficiencies or areas of needed improvement 
  • Research member complaints regarding internal or external call center
  • Train personnel for a call center to ensure knowledge in all areas is being obtained
  • Create and maintain procedures for the Call Center as the need arises
  • Make account decisions (such as releasing check holds and raising the limits on holds, etc.)
  • Review and approve/deny fee refunds not due to credit union error. 
  • Correcting/assisting call center employees with errors on member accounts
  • Handle overflow call volume when needed
  • Ensure the call center coverage is covered when shortages occur from sick days/vacation
  • Coordinates the activities of all employees by assigning work, answering questions, solving problems, and helping with complex transactions and member relations problems, including explaining policies and procedures.
  • Ensures a complement of employees is available always to provide an adequate level of service to members by coordinating time off for vacations and sick time.
  • Manages the performance of all employees which includes:
  • Enforcing Credit Union policies & procedures in the form of verbal and/or written warnings.
  • Evaluating employee performance in the form of written evaluations 90 days for new employees and annually thereafter)
  • Conduct monthly one-on-one meetings with individual employees to ensure goals are being met and that performance is being monitored and measured for accountability and/or any additional training. 
  • Keep personnel records on staff, including documentation from any critical meetings, disciplinary sessions, etc.; pertinent recorded data must also be provided to the main office to be placed in the master employee file.
Has a thorough understanding of AML/BSA regulations to ensure self and operations staff comply with carrying out related policies and procedures and filling out proper reports in a timely and accurate method. Assists with working on AML alerts. 
DEVELOPMENT:
  • Guarantees all staff is properly trained and informed by:
    • Conducting timely (at least monthly and more often if necessary) department meetings to discuss or review problems or explain new procedures.
    • Training/Coaching staff in practices and procedures, applicable to each position.
    • Ensuring staff completes assigned yearly training duties assigned by Executive management in relation to their specific duties. 
  • Ensure continuing education/development for self:
    • Attend necessary training/planning events.
    • Attend/hold necessary meetings (management, committee, consistency, staff, etc.)
    • Network internally and externally to aid in evaluating, developing, and enhancing RMLEFCU’s culture.

MEMBER SERVICE:
  • Ensure an ongoing environment that is member-friendly, to succeed in our mission of “excelling in service to members”.
    • Be available to members for complaints, concerns, and/or compliments.
    • Spend an appropriate amount of time building relationships with members and employees. 
    • Assist in business development functions periodically and community events.

LEADERSHIP:
  • Recommends, administers, and adheres to policies and procedures of the RMLEFCU Employee Handbook.
  • Ensure employees are trained and accountable for knowing and helping to meet organizational goals.
  • Review long-term employee goals periodically to facilitate a healthy succession plan. Utilize training certificate programs to aid employees’ growth plans.
  • Bring resolution to employee and/or member complaints to ensure an appropriate level of service recovery.
  • Assist members with the following services if needed, in a backup capacity to support staff and ensure members are served in a timely manner:
    • New Account services
    • Contact Center
    • Process, close, and book consumer loan requests

Miscellaneous:
  • Provide information on new and ongoing marketing promotions
  • Complete other duties that may be assigned from time to time

Performance Standards:
  • Must have excellent verbal communication and above-average listening skills.
  • Must have strong knowledge of banking operations and procedures.
  • Must have organizational skills to handle a large volume of information for varying calls.
  • Ability to adapt independently with a moderate level of supervision.
  • Proactive in solving problems and taking initiative to go a step above in all situations.

Qualification Requirements:To perform this job successfully, an individual must be able to perform each essential satisfactorily. The required list is represented as the knowledge, skill, and/or ability required.

Education and/or Experience:
  • High school diploma or general education degree (GED) and must have 3 years’ experience managing a call center department and at least one year’s experience with a bank or credit union.

Skills Required:
  • Ability to operate a 10-key and CRT unit to access the Credit Union core system.
  • Must possess the ability to type accurately and operate a computer terminal.
  • Job experience needs to have included strong customer service skills and strong cross-selling skills.

Work Environment:Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate. Ability to work in a team environment that’s open and can block out distractions.
This job description may not be a complete statement of all duties and responsibilities comprising this position.
Rocky Mountain Law Enforcement Federal Credit Union, once known as the Denver Police Federal Credit Union, was established in 1938 and initially served the officers of the Denver Police Department. The Credit Union has since grown increasing its products and services offered and has expanded its field of membership to include numerous other law enforcement agencies throughout the State of Colorado.