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Assistant Member Contact Center Manager

1 month ago

Cedar Rapids, United States Collins Community Credit Union Full time

Collins Community Credit Union, a growing financial services institution, is now taking applications for an Assistant Member Contact Center Manager. This position is responsible for promoting the credit union's cultural, philosophy and values by developing each employee to their highest potential through coaching and leadership.

Essential Functions:

* Demonstrate enthusiastic support of corporate mission, core values and long-term objectives. Performs duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
* Promotes the Credit Union's culture, philosophy and values, by developing each employee to their highest potential by identifying and encouraging areas of strength along with providing appropriate coaching, training, or correcting the employees' performance.
* Help solve problems for staff and membership.
* Monitors employees' performance; conducts performance reviews within policy; provides encouragement and recognition for outstanding performance; continuously coaches staff for improved performance and if necessary, initiates disciplinary action.
* Maintain timely and accurate documentation of all significant interactions with agents including, but not limited to performance, professionalism, and attendance.
* Provides continued The Member Advantage (TMA) training and coaching to keep focus to provide this level of service in all interactions with membership.
* Actively coach agents to gain mindset for promotion of all products and services as applicable to each interaction on a consistent basis.
* Complete monthly individual and team sessions as it relates to aspects of performance; this includes but is not limited: metrics, call quality, adherence, availability, and audits.
* Provide assigned reporting including but not limited to: Loan volume, GAP, MBP, Debt Protection, Availability, Adherence, Service Level, Quality volumes.
* Review loan queues and assist with uncovering additional loan or deposit product opportunities.
* Responsible for reaching established Service Level and Over Time targets through the set up and monitor or work schedule for assigned staff.
* Responsible for reviewing, approving, denying and correcting employee punches and PTO requests through Paylocity in a timely and efficient manner. All Paylocity modifications must be within compliance with all applicable State and Federal Labor Laws.
* Have a thorough knowledge of all Federal Regulations and Credit Union Policies relating to this position.
* Maintain a working knowledge of all department processes and procedures and fill in when necessary to any position.
* Work with outside vendors and our core processor.
* Maintain/create written department process and procedure documentation.
* Maintain required general ledgers.
* Act as the Assistant Manager to additional staff as necessary.
* Demonstrate teamwork in all interactions with co-workers and in the completion of all duties and responsibilities.
* Ability, availability, and willingness to work flexible hours or at different locations to accomplish their duties as directed.
* Actively participate in all assigned projects outside of regular work duties.

Working Hours:

* Monday - Friday 7:45am - 5:15pm
* Saturday 7:45am - 12:15pm (Rotating schedule with a flex day during the week)

Job Qualifications:

High School diploma, GED or equivalent required; four year college degree or equivalent is preferred; past experience leading and managing teams, with experience coaching with a focus on people skill development preferred; past financial institution, retail/sales, or inbound call center experience preferred; attention to detail, great organizational and time management skills, and the ability to multi-task are all desired skills; an ability to communicate professionally through all communication channels with co-workers and members is required; sales ability and interpersonal skills are necessary; working knowledge of Word, Excel and Outlook is necessary; must adhere to the Credit Unions Security, Procedure and Policy guidelines; must possess effective knowledge of the Credit Unions consumer loan and/or deposit products and services; must be bondable in accordance with the State of Iowa and CCCU guidelines and be willing to work a rotating work schedule.

What You Receive from Employment with CCCU

A Comprehensive Health, Wellness and 401k package. Its our passion to empower people, and especially our employees, to add years to their lives and more life to their years. That means a healthy account balance and a healthy body to match. We live our Core Values with Purpose and believe putting our employees first will enable and embolden them to put our membership first.

What we offer you; Competitive Pay, Bonus, and Benefits Package; 401k Match, Tuition Reimbursement, Disability Insurance, Employee Discounts, Career Training & Development Opportunities

Collins Community Credit Union is an EEO Employer. M/F/Veteran/Disability. We strongly encourage minorities, veterans and individuals with disabilities to apply for career opportunities with the Credit Union. We are an E-Verify Employer.