Member Care (Call Center) Manager
Company: Sooper Credit Union
Posted on: April 9, 2021
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
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
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
--- 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
Provide problem resolution directly for members. Grants authority,
when appropriate, to make exceptions in the interest of service for
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.
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
To support and achieve all individual and departmental sales and
To support all SCU goals and objectives derived from the strategic
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
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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