Contact Center Manager

Description
Job Function
Under general supervision and in accordance with established policies, procedures state and federal laws and regulations, the Contact Center Manager is responsible for members' first impression of Credit union Of Atlanta ("the Credit Union"). All candidates must have a proven record of leadership, attainment of goals and adherence to the highest possible standards. Assist the Credit Union of Atlanta in achieving its vision to become the preferred financial provider for all members. This is achieved by providing and ensuring outstanding service to both internal and external members that meets the service promises and standards of the Credit Union of Atlanta. The Contact Center Manager will be required to safeguard Member information and the Credit Union's vital records in a manner commensurate with sensitivity of the information and in compliance with laws, regulations and the Credit Union's information security policies, standards and procedures. Under general supervision, but in compliance with established policies and procedures performs a broad variety of duties as assigned by Senior Management. The Contact Center Manager will embrace and promote the Credit Union of Atlanta's culture to making sure that our members receive the "Total Member Experience" at all timer. Supports, encourage and embrace the Credit Union.

Requirements
Duties and Responsibilities

• Oversees the daily activities of contact center personnel. Coordinate contact center activities to achieve desired volume according to the business plan. Plans, schedules, supervises, and evaluates contact center work flow and staffing.
• Responsible for contact center operations and success, achieving department goals, motivating, mentoring and leading employees, and operating within the Credit Union's budget plan.
• Hires, trains, coaches and mentor staff. Responsible for advancement and disciplinary matters of staff when necessary (with input from Senior Management)
• Writes, approves and reviews staff performance evaluations with input from Senior Management.
• Provides product, service, account, and fee information to current and prospective members.
• Assure that workstations are adequately staffed and that employees are trained to service the membership on all credit union products and services
• Maintain the smooth operation of the telephone system, ensuring that calls are coming in correctly and answered in a timely manner
• Establish, communicate and maintain contact center metrics and service levels to staff.
• Generate, monitor, review and analyze phone system report result and implement changes as needed.
• Coordinate the changing of extensions, new extensions or phone lines, and maintenance of voice mail accounts for the credit union.
• Responsible for the management and maintenance of the credit union's auto-attendant software.
• Monitor calls for professionalism, accuracy, and content.
• Research and solve complex member questions, problems, and/or complaints concerning credit union accounts that are escalated by contact center representatives
• Train or assist in the training of contact center representatives with cross-selling skills to promote credit union products and services as appropriate.
• Consistently maintain and improve contact center representative skills and knowledge for efficient service delivery and follow-up, telephone etiquette, and high quality member service.
• Ensure the confidentiality of all credit union member- and employee-related business
• Assist with opening new membership account applications submitted via the website through our Kasasa Leads, and (EMA) Enhanced Membership Application system
• Assist with processing new loan applications submitted via the website through our SYMAPP and (ELA) Enhanced Loan Application system
• Ensure compliance with Bank Secrecy Act and all related laws, rules and regulations
• Provide backup support to contact center representatives as needed.
• Recommends credit union products, services and promotions that best meet members' financial needs in support of credit union and branch cross-selling initiatives.
• Leads, motivates, trains, coaches and cultivates cross-selling skills of contact center representatives.
• Engages in business development efforts to support organizational goals with regard to revenue generation and loan and deposit growth. Business development activities will include travel and representation at outside and/or after-hours business functions.
• Responsible for contact center goals in support of and organizational strategic objectives and goals. Guides staff in developing action plans to reach stated goals.
• Performs non cash teller and member service inquiries, transactions and account maintenance accurately and in accordance with established policies, procedures and performance standards.
• May serve as backup to Retail Branch Administrator.
• Provides excellent member service, in person by phone and in all written or electronic correspondence.
• Handles all contact center matters within scope of authority, escalates issues as needed, and resolves and tracks member issues and open items until resolved.
• Maintains a working knowledge of all credit union products and services, organizational policies and procedures, and state and federal regulations related to credit union operations.
• Responsible for maintaining knowledge and understanding current trends, laws, issues and best practices affecting area of expertise.
• Attends meetings, conferences, courses and workshop that will increase professional knowledge and be otherwise beneficial to the Credit Union. This includes but not limited to BSA/AML Compliance Training and understanding employees role in maintaining an effective BSA/AML compliance program.
• Complies with applicable policies, procedures and state and federal laws and regulations.
• Responsible for writing and providing input on contact center and operations procedures and policies with input from Senior Management.
• Cultivates strong working relationships and builds trust among peers and team members.
• Conduct monthly documented staff meetings and coaching sessions with individual team members.
• Observes internal controls, confidentiality and security of all Credit Union, member and employee information, and adheres to the highest level of business ethics and discretion.
• Is security conscious, takes pride in contact center interior and exterior appearance and keeps work areas neat and clean.
• Supports a team-oriented environment in the workplace and represents the Credit Union, Board of Directors and Management team in the best possible light at all times.
• Participates in job-related training and employee and departmental meetings as required.
• Assists and sometimes acts as project leader in special projects, policy and procedure updates.

Education And Qualifications

• High school diploma or equivalent is required.
• Minimum of 3-4 years of contact center management experience, lending/underwriting, experience a plus. A two-year degree in a business related field, from an accredited university is preferred but not required. Only applicants with recent financial institution experience will be considered;
• Credit Union experience is a plus.
• Prior work experience with plastic cards, online banking, Sharedrafts/ACH (debit/ATM) cards, IRA. Bank/Credit Union experience preferred.
• Will consider equivalent combination of education, skills, qualifications and experience.
• All applicants must have a clean criminal background and credit check.

Required Skills

• Excellent people/interpersonal, verbal and written communication skills, mature judgment, professionalism, team building and problem/conflict resolution skills, and adherence to confidentiality are critical.
• Excellent attention to detail; organizational, prioritization and time management skills.
• Knowledge and understanding of regulatory compliance
• Proficiency in Microsoft applications (Word, Excel, Outlook), web browsing, CRT, 10-key calculator and general office equipment. Use of computer equipment requires repetitive key strokes and manual dexterity.
• Must be able to sit or stand for extended time periods, lift up to 25 pounds, bend and stretch.
• Must be able to see, hear and use a telephone and read, write, speak and type English fluently. (Bilingual skills are helpful but not required.)
• Represent the credit union to members in a courteous and professional manner—with a "can-do" attitude, and provide prompt, efficient and accurate service in the processing of transactions.