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Cc Member Relations Manager

4 months ago

Cottage Grove, United States Summit Credit Union Full time

At Summit, we have a passion for empowering people to improve their financial well-being. We love to help members save more, pay off debt, set goals and reduce stress. We don’t sell products - we build relationships. We are looking for a collaborative, team-player to lead our Contact Center In this role, you will promote excellent member service and credit union profitability within the Contact Center Member Service area while providing day-to-day supervision of all Contact Center Member Service staff. You will coordinate back-up for day to day Contact Center member services activities. Additionally, conduct statistical analysis of Contact Center call data overall and as it pertains to the individual to achieve service level agreements. Come be a part of something bigger at Summit

**Essential Functions**:

- Develop Sales Strength.
- Ensure efficient and consistent deployment of sales and service strategies.
- Conducts routine reviews and provides ongoing feedback to AVP and staff on sales and service effectiveness.
- Identify and document the strengths and weaknesses and develop individualized plans for staff improvement.
- Ensure the integrity of sales results
- Foster a fun and engaging sales culture for employees and members.
- Develop and enhance partnerships and results with Mortgage, Summit Financial Advisors, and Business Development Officers.
- Set department goals to support the credit union goals and initiatives.
- Direct and coordinate day-to-day Contact Center Member Services activities.
- Provide consistent day-to-day presence and direction to Contact Center Member Relationship Specialists.
- Provide real-time coaching to staff on service and relationship building skills.
- Assess daily workload, identify workflow issues and resolve to ensure that priorities are met.
- Establish service levels, service guarantees and other team goals with Manager. Communicate and lead goals along with reporting results of these goals to the supervisor.
- Compile, analyze, and effectively use statistics and information regarding volumes, service levels, underwriting, response times, and sales to manage services levels.
- Utilize additional software specific to the contact center environment, including Enterprise Contact Center, Encore DVS Analytics to manage recorded calls, track call scoring, develop and manage testing and develop and manage gamification as well as developing and maintaining reporting within Brightmetrics.
- Evaluate traffic patterns, peak times, types of service interactions, promotions, and cycle volumes to proactively determine staffing, training, and service needs.
- Supervise and assist with “After Call” work.
- Increase member satisfaction through the analysis of member surveys, quality assurance monitoring, side-by-side coaching, and member feedback.
- Provide day-to-day direction and developmental support for Contact Center Member Services staff.
- Coach employees in all areas of performance, personal skill development and an attitude of ownership. Coach employees toward meeting continuously rising standards of member service, quality, and sales.
- Conduct quarterly and year-end performance review sessions with Member Services staff in and submit to supervisor for final approval. Recommend year-end merit for all staff to supervisor.
- Work with Member Service trainer to update and maintain contact center training program, to include initial and ongoing training as well as tracking.
- Work with staff on career development opportunities and creation of Individual Development plans to ensure all employees have the option to create one
- Address performance issues as needed. Develop and submit improvement plans and formal disciplinary actions to AVP for approval.
- Encourage staff participation in individual, team, and organizational goals.
- Assist with the implementation and training of new contact channels including utilizing additional systems these channels may bring.
- Keep abreast of all promotions, products, services and policies and ensure that Contact Center staff is informed and working effectively toward goals.
- Responsible for staffing and coverage needs for Contact Center Member Services.
- Conduct interviews and makes selection decisions in consultation with the AVP or VP.
- Coordinate staff scheduling for the group, ensuring that member service is not compromised. Approve and deny leave requests according to scheduling needs.
- Coordinate the scheduling of training needs with Contact Center Member Relationship Training Specialist.
- Evaluate future staffing needs and makes recommendations.
- Work effectively with the Branches and other Internal Departments.
- Actively participate on cross departmental team, providing member perspective.
- Implement improvements in service efficiency.
- Lead process improvements for the group’s work flow efficiency to optimize service to the member via all access points.
- Assist staff in analyzing and improving their job process