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CC Member Relations Manager

3 months ago

Cottage Grove, United States Summit Credit Union Full time

JOB REQUIREMENTS: Description 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... For full info follow application link. Summit Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Veterans, Minorities and Individuals with Disabilities. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/FD9C3F9E944E4860