Contact Center Inbound Manager

Contact Center Inbound Manager - St. Joseph (Full-Time)ABOUT HONOR:At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise: Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 branches, and worldwide through online banking.OUR TEAM:As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day.At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor.COMMITMENTS TO LIVING "I AM HONOR": Act with Urgency and Care - You have the direct authority and responsibility to act and seek out solutions. The Platinum Rule - Treat others the way they want to be treated. Make the Connection - Develop genuine relationships so you can provide a "WOW" experience. See a Need, Fill a Need - Seize opportunities to help others meet their needs, whether they are known or unrealized. Reason over Rules - Make decisions that are good for the person and good for Honor. Cultivate Peace & Love - Uphold an environment where diversity is celebrated, kindness is contagious, and everyone belongs. WHAT WE ARE LOOKING FOR: In collaboration with the Director of Contact Center develops and implements contact center strategies to enhance member satisfaction, streamline operations, and achieve service and cross sales goals. Leads the daily operations for the Contact Center Inbound Team by ensuring member service objectives are well supported for text, chat, email, online account opening, online banking support, fraud, and inbound phone calls. Proactively makes recommendations to improve efficiency, effectiveness, and achievement of goals by analyzing data, identifying gaps, and using industry and call center best practices. Partners with peers, analysts, and Contact Center leaders to achieve goals. Leads the Contact Center Inbound Team to exceed set departmental, sales, and service goals, which impact the organization strategies and initiatives that support the Member Promise. WHAT WE EXPECT FROM YOU:EDUCATION/CERTIFICATION: College degree; or an equivalent combination of training and work experience. EXPERIENCE REQUIRED: Five to eight years of similar or related experience, including time spent in preparatory positions. Proven experience leading a Contact Center Team. KNOWLEDGE/SKILLS/ABILITIES: Must have a demonstrated ability to keep finances in order. Thorough knowledge of Company services and products. Effectively leading a team to maximize productivity, efficiency, and member experience. Understanding of related legal and regulatory requirements. Familiarity with member experience functions, policies, and procedures. Strong interpersonal, leadership, and supervisory skills. Well organized. Ability to operate related computer applications and related business equipment. Attention to detail. Ability to maintain an effective and efficient workflow. WHAT'S IN IT FOR YOU:Honor has excellent benefits for all full and part time team members. We offer: Medical with prescription coverage, Dental, and Vision. 401k employer contribution & matching program. Paid time off and paid holidays (including your birthday). Paid community volunteer hours. Wellbeing spending account. Various discounts on credit union products and services for team members & their families. Additional perks included. ADDITIONAL REQUIREMENTS: This position is subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all loan officers engaged in residential loan mortgage origination's (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements. If at any time the credit union determines that your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to register successfully or to maintain a status in good standing under the SAFE Act will affect your eligibility for continued employment and may result in your immediate termination.