Customer Experience Manager

3 days ago

Dobbs Ferry, New York, United States Quorum Full time
Overview

Quorum Federal Credit Union is a leading financial services organization that combines over 90 years of trusted experience with innovative technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward. We're a human-centered company, committed to creating a positive and enriching work experience while supporting the personal and professional growth of our employees.

Job Description

The Customer Experience Manager - Digital Transformation is responsible for overseeing the day-to-day operations of the Contact Center and delivering exceptional customer service to our members while also delivering outstanding internal service to fellow employees. This role provides customer service and uses consultative sales techniques to retain members and build member loyalty. The Customer Experience Manager is directly responsible for the member experience through the Credit Union's alternate delivery channels, which includes phone, web, and e-mail. This position will support our Contact Center Strategy and collaborate with cross-functional groups as a subject matter expert, on initiatives to improve customer satisfaction, enhance self-service digital experiences, optimize digital channel interactions, as well as drive customer retention and sales growth opportunities. This position is responsible for adherence to all Credit Union policies, procedures, and compliance requirements, as well as ensuring that staff is well-trained, supported, and organized for maximum effectiveness.

Key Job Responsibilities and Accountabilities

  1. Effective Management of Compliance and Operations: Responsible for effectively overseeing Contact Center functions, including effective management of compliance to and monitoring of assigned controls, policies, and procedures by self and the department.
  2. Customer Service and Sales: Ensures SLAs are met for all contact center interaction channels and productivity goals are monitored with action plans as needed. Maintains efforts to increase volume in consumer loans, deposit products, and additional services to increase the Member relationship.
  3. Leadership and Development: Prepares action plans for achieving Member Service Center sales initiatives and goals while maintaining quality member service. Oversees the Member Service Center security program, including training and updating staff on security measures and operating equipment.
  4. Team Management: Effectively supervises Contact Center employees, ensuring optimal performance. Possesses the ability to express ideas simply, clearly, and directly, having excellent presentation skills, being comfortable speaking before groups, and keeping others well-informed.
  5. Change Management: Identifies probable future scenarios that may impact the company, can anticipate the future needs of the company, and have the ability to develop strategies that can mitigate risks and capitalize on business opportunities.
  6. Performance Management: Completes and communicates Performance Review and Individual Development Plans for each direct report by predetermined deadlines. Manages low performers and rewards top performers.
  7. Project Management: Functions as a project lead or business analyst role on departmental and/or organizational projects. Contributes expertise in his/her assigned area, executes deliverables, and ensures that the project team completes deliverables as outlined based on the project scope and business requirements.


Job Requirements, Competencies, and Skills

  1. Education: Bachelor's degree in a related field preferred - will consider experience in lieu of degree.
  2. Experience: Minimum of four years' demonstrated experience managing a contact/call center environment with subject matter expertise in customer experience, contact channel management, and broad understanding of data analytics in driving business outcomes.
  3. Skills: Demonstrated experience with operating Digital Contact Center platform solutions with key features such as chatbots, live chat, SMS, and CCaaS call center ACD Queues and reporting analytics tools. Possess a digital contact center experience skillset that understands how to enable these tools to provide a better member experience.
  4. Leadership: Three plus years' experience in a supervisor role managing direct reports and department staff. Proven ability to hire, retain, and grow a talented workforce. Able to lead a team and identify and enhance skills to support business changes. Manage and communicate goals, objectives, tasks, coaching, and performance development. Ability to manage a remote workforce.


Salary and Benefits

The estimated salary for this position is $92,500 annually, based on industry standards and location. Benefits include medical, vision, dental, retirement benefits, and paid time off (PTO).

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