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Member Care (Call Center) Manager

Company: Sooper Credit Union
Location: Arvada
Posted on: April 9, 2021

Job Description:

Is Sooper Credit Union the right place for you? Does compassion and the financial empowerment of others give you satisfaction and motivation?If your helpful and understanding nature guides the actions in your daily life, harness your superpower and join us to help create an unforgettable member journey. Our company values your contributions toward making a difference in the life of each individual member!
We are looking for a Member Care Manager who can make our company a premier employment destination for the top talent in our industry. The successful candidate will be responsible for evaluating employee programs, recommending improvements to employee relations policies and making sure that all employee-related policies in each department align with our corporate goals and established regulations.

Why Sooper Credit Union?
--- As not-for-profits and member-owned financial cooperatives, credit unions, are incredibly unique institutions. Earnings are returned to members in the form of better rates, lower fees, and great services. Be a part of a movement that pays it forward!
--- Sooper Credit Union was founded in 1951. We're a stable, successful, and growing financial institution, which is why we need you.
--- A suite of outstanding benefits is available to employees who work 20 or more hours a week. In addition to healthcare, dental and life insurance, 401(k), and personal time off, we offer employee discounts on loans and other perks as well.
--- Learn a ton with our on-the-job training programs and set yourself up for career and personal financial success.The Member Care Manager is responsible for the direct supervision of the member care staff. Ensure members' service requests by telephone, video conference, chat and email are being responded to in a timely manner. Supports a thorough Sooper Credit Union product and service knowledge, exceptional cross-sell and service skills, sales skills, and a professional demeanor. Supports an environment where people are able to work independently and as a team and support sales and service standards and efforts.
Essential Functions & Responsibilities:

Manage, coach, develop, and evaluate the performance of department staff on meeting organizational sales and service quality and objectives. Directs and monitors the department to ensure professionalism, accuracy, and sales delivery to meet or exceed SCU standards. Provides answers and problem resolution about products, services, and technical issues. Acts as the product owner for service delivery to all remote channels, including but not limited to, call center management tools, member call tree, live chat/chatbot platform, open/secure email channels, OLB password/usage support, etc.
Assist all staff members with regards to products, regulations and changes. Monitors product delivery quality and takes action to resolve issues.
Provide problem resolution directly for members. Grants authority, when appropriate, to make exceptions in the interest of service for members.
Attend all related meetings and be able to provide research for all projects or assignments.
Assures that appropriate records are maintained, required reports processed and applicable audits are performed on time.
Other duties as assigned.

Performance Measurements:

To provide respectful, accurate, courteous, timely, professional service to all members and staff.
Make it as convenient as possible for members to do business with Sooper Credit Union.
To coach and mentor department staff to offer credit union products and services to meet or exceed our members' needs. Educate members and potential members on all SCU products and services to help identify potential needs and cross-sell appropriate products and services.
To support and achieve all individual and departmental sales and service goals.
To support all SCU goals and objectives derived from the strategic plan.
To support all internal and external educational opportunities. Actively participate in all assigned projects.
To maintain a strong, well trained staff that is capable of meeting SCU's future growth plans.
To comply and implement SCU published policies and procedures as well as directives in the SCU Employee Handbook.
Participate in building a strong teamwork-oriented environment.

Knowledge & Skills:
Experience: Three years to five years of similar or related experience.
Education: (1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).
Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills: Requires licensing through the Nationwide Mortgage Licensing System & Registry (NMLS) within 90 days of hire. Further requires Credit Insurance Licensing through the company's insurance carrier within six months of hire. Employees are accountable to notify Human Resources of the expiration dates of these licenses and to obtain/maintain the active status of all licenses. Strong supervisory, PC (technology), leadership, written and verbal communication skills. PI132533129

Keywords: Sooper Credit Union, Arvada , Member Care (Call Center) Manager, Executive , Arvada, Colorado

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