What are the responsibilities and job description for the Contact Center Manager position at CORNERSTONE COMMUNITY FINANCIAL CREDIT UNION?

Job Description

Our Opportunity :

The Member Contact Center (MCC) Manager is responsible for inspirational leadership and operational effectiveness of our Member Contact Center functions. The MCC Manager will be responsible for creating a high-performance culture, implementing metric-driven strategies, and driving a team that supports providing exceptional member experiences through multiple channels, achieving ambitious sales and service goals, while also ensuring development and growth of all MCC team members. This leader will optimize all areas of the MCC in creating and overseeing departmental objectives, managing data to enhance operations, and coaching to team member overall performance and growth targets aligned with CCF’s mission and vision.

What You'll Do in This Role :

Provide daily oversight and leadership through a consistent model of coaching to behaviors, product and process education, communication and team member development. Coaches team through frequent observations, call monitoring, and providing regular feedback. Provide guidance and empower leaders to drive high performance outcomes through their team members and hold them accountable for growth and success.
Ensure team members are actively engaged with members and consistently meet performance and success metrics supporting an engaging member experience, quality, productivity, and developing plans for improvement. Accountable to the department’s output and established performance KPIs, ensuring systems are cost effective and exceptional member service is provided.
Effectively utilize software and workforce management tools to forecast call / digital volumes and schedule resources to ensure service levels are met through wisely developed staffing plans. Perform on-going analysis and interpret the information to make recommendations to maximize performance and operating efficiency. Reviews and analyzes call center data / metrics and prepares monthly reporting.
Hire, train and develop Member Contact Center team members including conducting performance evaluations and providing coaching and professional development. Ensure that all team members are equipped with the necessary tools needed to be successful and support members in reaching their financial goals.
Assist the team in all Member Contact Center channels utilizing a consultative sales and service approach. Serve as an escalation point for any member / account disputes while adhering to process and procedures, ensuring regulatory compliance.
Oversee and monitor member communications and scripts to support an engaging member experience. Responsible for auditing, maintaining and developing processes to ensure CCF follows all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Maintain strict adherence to security protocols and thorough member identification, ensuring accuracy and professionalism.

What You'll Bring To CCF :

Five to ten years of similar or related experience, including time spent in preparatory positions.

High school degree or GED equivalent.

A significant level of trust, credibility and diplomacy is required.

In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and / or highly confidential nature.

Communications may involve motivating, influencing, educating and / or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Demonstrates the ability to communicate effectively in person, by phone, or by using electronic and virtual forms of communication.

Ability to supervise, monitor and evaluate the work of others.

Applied proficiency with Contact Center software and strategies that drive user engagement and adoption, as well as business growth.

Applied proficiency with Microsoft suite of products.

Ability to analyze data, identify trends, and make data-driven decisions.

Demonstrates the ability to use software and hardware and comfortable with terminology and troubleshooting techniques.

Demonstrates the ability to process and analyze loan applications.

Demonstrates knowledge of business, personal, and insurance products and services.

Demonstrates the ability to interpret and apply financial information.

Demonstrates the ability to consult, provide member services, and achieve relationship sales objectives by anticipating and understanding members’ needs and recommending products that will benefit them.

Demonstrates analytical thinking, problem solving, decision making, and judgment by gathering and applying relevant data to research and resolve issues.

Demonstrates the ability to prioritize and organize work, handle multiple tasks, and meet deadlines in a fast paced, high-volume environment.

Ability to be bonded.

Ability to obtain and maintain NMLS ID. Ability to obtain and maintain notary designation.

Work Location : This position is based in Auburn Hills, Michigan and will likely relocate to Troy, Michigan in summer of 2025. Hybrid working arrangements are available following 4-6 months of successful employment.

EOE : CCF is committed to equal opportunity and complies with EEOC rules and regulations.

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