ARE WE THE COMPANY FOR YOU?

Are you looking for a position that you can really enjoy? Cornerstone Financial Credit Union is truly a positive and fun place to work! Our employees love working together as a team, learning new things, and helping others! We value our employees and provide excellent benefits and the opportunity to grow in a professional business environment. We are looking for a full time Assistant Call Center Manager to join our growing team! This position is located at our Nashville location.

ABOUT CORNERSTONE FINANCIAL CREDIT UNION:

Cornerstone Financial Credit Union currently has six locations that surround the Nashville area. These locations serve over 45,000 members. Founded in 1955, Cornerstone Financial Credit Union is guided by the philosophy of people helping people. At Cornerstone, we not only offer the most competitive rates possible, but also provide exceptional service to our members and their families. We are Not for profit, Not for Charity, but for Service.

IS THIS POSITION FOR YOU?

As an Assistant Call Center Manager, you will assist with supervising the Call Center staff to provide quality service to the membership. Develops the staff and provides support to meet sales goals. Ensures all staff are well trained and knowledgeable about credit union services, regulatory requirements, and internal policies and procedures. Solves problems within established guidelines and policies.

DUTIES AND RESPONSIBILITIES:

1. Provides direction and leadership to the Call Center staff.
2. Works with the Call Center Manager in facilitating staff meetings to recognize team success.
3. Supports sales and service goals and assures Service Quality Standards are met by training, coaching, and interacting with staff.
4. Assists with conducting annual performance reviews and other appropriate personnel actions in conjunction with the Call Center Manager.
5. Develops staff to be capable of meeting current and future operating needs through training, and coaching.
6. Consistently maintains and improves skills and knowledge for efficient service delivery.
7. Works with the Call Center Manager to implement new programs and services as needed.
8. Assists the Call Center Manager in preparing the budget for the Call Center.
9. Is knowledgeable about all state and federal regulations and laws governing transactions performed in the Call Center.
10. Approves exceptions to policies and authorizes service charge refunds to members within authority.
11. Assists with daily calls and problem solving.
12. Maintains a positive work atmosphere and relationship with all employees.
13. Assists with developing and maintaining a current manual of operations for the Call Center.
14. Tracks and reports weekly incentive goal results to the Call Center Manager.
15. Acts as a backup for ITM Associate and for answering calls and posting member transactions while using various software to access member information.
16. Maintains detailed knowledge of all credit union fees, rates, products, current promotions, and procedures for conducting loan interviews and completing loan applications.
17. Maintains confidentiality of sensitive information including personal data.
18. Researches and solves complex member questions, problems, and /or complaints concerning credit union accounts to ensure proper follow up for member satisfaction.
19. Perform other duties as requested.

JOB SPECIFICATIONS

Education

High school diploma required. Prefer business school or related post high school training. A degree in Business or related areas from an accredited four-year college or university is desired.

Experience

Minimum three years financial institution experience in a branch or customer service-related department is required. Call Center experience is preferred. Minimum of one-year supervisory experience in the above areas is also preferred. The ability to supervise and motivate employees, work under pressure, and handle detailed activities is required. Lending knowledge is highly desired.

Physical, mental, and visual requirements

Must be able to move freely from one area of the credit union to another as needed. Excellent communication skills, as well as excellent visual, audio, and manual dexterity skills are required. This position involves a great deal of time on the telephone. The ability to function in an environment of occasional high stress is necessary.

PERSONAL QUALIFICATIONS

This position requires a professional appearance, leadership qualities, and good motivational skills. Ability to effectively communicate with members and staff is required, as well as good organizational skills and strong personal initiative. Must have the ability to solve problems and work effectively with the public and staff, while maintaining a high degree of integrity, honesty, and dependability. Must be able to function as a team player and cooperate with co-workers, members, and business associates.