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Pay Range: $ 69,700.00 - $ 85,500.00
We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. Seehttps://www.cuofco.org/careersfor a high-level overview of our benefits package and bonus offerings.
Remote Eligible: Hybrid
General Purpose of the Position
Responsible for ensuring all interactions within the Member Experience Center (MXC) align with our service standards and code of conduct to create a best-in-class member experience. Leads a team dedicated to assisting members with general services including transfers, payments, and questions. Collaborates closely with Branch Operations and peer supervisors, making recommendations for process improvements or system enhancements for stakeholders. Ensures effective and efficient service delivery in alignment with organizational standards to MXC employees and our members. Enhances the team’s knowledge of all of our account and loan products and services through regular training. Ensures that established policies and procedures are followed. Ensures prompt and professional service to members and prospective members, while continuously identifying and implementing strategies to enhance service delivery and operational efficiency. Assumes the responsibilities and duties of the department manager when required. Performs various department functions as required.
ESSENTIAL DUTIES AND RESPONSIBILITIES (includes the following). May perform other duties as requested or assigned.
Requirements
EDUCATION AND EXPERIENCE
Bachelor’s degree (B.A.) from four-year College or university plus following years of experience or equivalent combination of education, training, and experience.
OTHER SKILLS AND ABILITIES
Knowledge of Contact Center operations and procedures. Knowledge of Credit Union products and services. Solid understanding of related legal and regulatory requirements. Demonstrated effective management and leadership skills to select, motivate, develop, and supervise assigned personnel. Must be courteous, professional, and tactful, able to converse with members in a business environment. Attentive to detail. Ability to establish and maintain effective working relationships with co-workers and members. Excellent organizational skills and strong verbal and communication skills. Ability to apply oral and interpersonal skills that develop member confidence, respect, and trust in the Credit Union of Colorado and develop cooperative relationships with people throughout the organization. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, members, and the general public.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is typically required to sit for long periods. The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop and reach with hands and arms. The employee will occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Core Competencies
MEMBER FOCUSED
Seeks and uses first-hand member information to improve products and services. Acts with the member in mind. Is never satisfied.
COOPERATION AND TEAMWORK
Can inspire and motivate entire units or organizations. Blends people into teams when needed and leverages individuals’ strengths. Willing to balance support for organizational initiatives over own department needs. Can be counted on to exceed goals successfully.
DECISION QUALITY
Conveys a sense of urgency for arriving at a decision, when appropriate. Has an opinion, takes a stand. Is able to build upon others’ ideas and facts to form a better decision.
PROBLEM SOLVING
Seeks opportunities for different and innovative approaches to addressing problems while prioritizing urgent issues. Brings issues to closure. Challenges and supports decisions of direct reports through coaching to the best outcome.
ACTION ORIENTED
Overcomes procrastination through execution. Places a top priority on getting results.
ADAPTABLE
Embraces and drives change. Assists others through transitioning to a new state. Is self-aware of areas of opportunity and strengths.
INNOVATION
Creates an environment that encourages innovative solutions or improvements and fosters experimentation for the benefit of the members. Recognizes and rewards those who take initiative with new approaches and act in a creative manner. Assesses, manages and takes calculated risks to achieve goals. Constantly looks for ways to improve products, processes and infrastructure of the organization to enhance employee and member benefit. Stays abreast of current and future trends both in and outside of industry to forecast and build future business vision including on-going evaluation of future directions and associated risks.
STRATEGIC AGILITY
Thinks/plans strategically. Understands the organization’s vision, mission, and goals and can articulate to others. Defines/owns vision/purpose and aligns ideas to inspire others to follow. Looks to the future and adjusts strategic actions and goals based on anticipated future state.
LEADING COURAGEOUSLY THROUGH VISION AND VALUES
Makes decisions and acts in ways consistent with our core values; demonstrates the courage to do what is right despite personal risk or discomfort. Challenges others to make tough choices. Communicates a compelling and inspired vision or sense of core purpose and makes the vision sharable by everyone.
MARKET KNOWLEDGE & COMPETITIVE MINDSET
Knows the basics of the market and business context. Aware of local and national competitors. Understands the similarities and differences of our business model to other financial institutions. Brings forth ideas to keep our business competitive.
FISCAL RESPONSIBILITY
Fosters an environment that encourages fiscal responsibility. Maintains and applies a general understanding of financial management principles to ensure decisions are fiscally sound and responsible. Prepares and manages the budget for area of responsibility. Uses cost-benefit thinking to align priorities. Identifies cost effective approaches. Brings forward any financial concerns to the attention of Senior Management.
We are an Equal Opportunity Employer, Females/Minority/Veterans/Disabled/Sexual Orientation/Gender Identity/Religion/National Origin.
Full Time
Banking
$93k-120k (estimate)
06/22/2024
08/21/2024
cuofco.org
FORT COLLINS, CO
100 - 200
1934
$50M - $200M
Banking
The credit union was founded by its original members in 1934 and for more than 70 years held the name of Colorado State Employees Credit Union. To better reflect our field of membership, Colorado State Employees Credit Union changed its name on August 31, 2007 to Credit Union of Colorado. Today more than 100,000 members enjoy the benefits of membership, and their credit union is worth more than $1 billion in assets. We have a long history of providing excellent financial products and services to our members, and will uphold our commitment to financial stability and quality service for generati...ons to come. Trust is the greatest determinant of success for Credit Union of Colorado and its membership. We create trust by building relationships and actively discovering the right solutions for our Members and each other. To be successful at our organization, you will need to do what is always in the best interest of our members. We look for people with diverse service and financial industry experience that have a passion to help others. Our motto is Here to Help, if this is one of your values, we encourage you to apply for one of our positions.
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