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Call Center Operations Analyst

2 months ago

New York, New York, United States Municipal Credit Union Full time
Job Description

About Municipal Credit Union

Municipal Credit Union is a leading financial institution that provides affordable financial products and services to its members. With a strong commitment to its members and the community, MCU strives to deliver exceptional financial experiences.

Job Summary

This role is responsible for providing administrative support to the leadership team within the Retail Administration Team. The successful candidate will be responsible for daily, weekly, and monthly reporting from various retail reporting systems, including TalkDesk. They will utilize reporting to make recommendations to maintain and enhance features and functionality of systems such as TalkDesk. Additionally, they will review and update processes, procedures, and guidelines as needed.

Key Responsibilities

  • Develop and maintain dashboards and reports from data gleaned from retail systems on a daily, weekly, and monthly basis.
  • Responsible for maintenance of administration platforms, including adding, deleting, updating users, managing settings or call flows for maximum agent efficiency.
  • Main liaison with the Workforce Management (WFM) system, developing staff schedules, collecting staff performance data, reviewing and analyzing data to identify problem areas or member pain points.
  • Assist with PSCU escalations, tickets, missing scripts, PSCU CU Scripter, and report for trends and recommend changes as needed to MCC Management to enhance the overall member experience.
  • Reviews and works with MCC Leadership in developing and analyzing reports to monitor the overall operations of the MCC.
  • Contributes to agent individual goals, objectives, development plans, and career pathing, and provides ongoing feedback to MCC Leadership regarding job performance, training needs, and when required, discipline actions.
  • Maintain and update Talkdesk Interactions Analytics, allowing the MCC to become more efficient by building out member intents and reporting these intents to MCC Leadership for trends, training needs, and member issues.
  • Maintain and update Talkdesk Performance Management tool, allowing agents to see their performance metrics as compared to our goals.
  • Create and develop agent contests and challenges through the Performance Management tool.
  • Make updates to the MCC knowledge Management system for any process or policy changes affecting the agents.
  • Maintain comprehensive knowledge of MCU products and services.
  • Maintain comprehensive knowledge of credit union policies and procedures as well as applicable rules and regulations and how they apply to MCU's Contact Center environment.
  • As needed, assist with our Quality Management Team for any issues that may arise.
  • Liaison with our Collections Team for any dialer assistance.
  • Assist members with more complex and specialized inquiries to support back office departments such as but not limited to collections, consumer loan servicing, mortgage loan servicing, financial crimes, consumer loan processing, and mortgage loan processing.
  • Provide additional support to other call queues during high volume times to ensure appropriate coverage and wait time.
  • Assist with training agents for transactions and inbound service calls.
  • Back up other queues as necessary (any service queue when call volume dictates).
  • May help answer member emails or chats, as necessary.
  • Adhere to all regulatory compliance training inclusive of BSA/AML/OFAC and overall BSA/AML/OFAC compliance.
  • Perform other duties as required.

Requirements

  • 3+ years call center experience, minimum.
  • Back office operations area experience preferred.
  • Ability to become Talkdesk certified.
  • Retail banking experience is a plus.
  • Previous sales experience preferred.
  • Availability to work overtime and Saturdays.

Competencies

  • Proficiency in Microsoft Office Suite.
  • Excellent member service skills.
  • Excellent research and problem-solving skills.
  • Excellent interpersonal, oral, and written communication skills.
  • Ability to multi-task; good time management skills.
  • Highly ethical.

Why You'll Be a Good Fit

Municipal Credit Union is committed to its Core Values, which are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results, and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following:

Results

You'll look to achieve the best outcomes for our members. Continuously track and measure everything, and use it to always improve. Be proactive, not reactive.

Agility

You'll remain agile in your decision making, planning, and delivery; using curiosity and creativity to see situations from all perspectives.

Integrity

You'll act professionally and positively. Build trust, be upfront, and communicate thoroughly.

Teamwork

You'll work to achieve common goals as part of ONE TEAM.

Ownership

You'll hold yourself and others accountable and remain committed to our obligations while caring about the outcomes as much as an owner would.

Belonging

You'll embrace and environment in which any individual or group can be and feel welcomed, respected, supported, and valued.

What We Can Offer You

Competitive compensation, medical and dental benefits.

401K with employer match.

Flexible paid time off.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Salary

$62,400 to $75,000