Overview
Looking for a career in the financial industry? We are hiring immediately! Full-time with benefits!
FedEx Employees Credit Association (est. 1974) is a not-for-profit federal credit union which seeks to be the first-choice provider of financial solutions to FedEx employees, retirees, and their families, enabling our members to secure their financial future and realize their dreams.
FECA has a caring team of employees, deeply invested in the communities it serves. FECA offers competitive compensation and benefits (medical, dental, vision, life, AD&D, short-term disability, EAP, 401k with company match, profit-sharing, discounts on financial products and services, paid vacation and personal days, and paid time for volunteering) as well as extensive professional development opportunities including on-site educational and leadership development programs.
With over half a billion dollars in assets and more than 100,000 members, FECA has branches in Memphis, TN; Los Angeles, CA; Indianapolis, IN; Pittsburgh, PA; Harrison, AR; and Fort Worth, TX. FECA’s corporate offices are in Memphis, TN. For more information, visit fecca.com.
Title: Contact Center Manager
Department: Member Services
Reports To: AVP, Member Services
Schedule: 8:00am - 5:00pm, M-F
Location: Nonconnah
FLSA Status: Exempt
Internal Pay Grade: 11
Responsibilities
Serve our members.
Supervise the daily operations of the Contact Center by providing effective leadership and to maximize the performance of employees and ensure efficiency.
Maintain current, relevant knowledge on the Contact Centers processes and procedures.
Assist representatives with questions regarding proper procedure and member issues.
Serve as back up in all department functions.
Address members’ complaints and resolve issues.
Provide members with one-to-one support through all channels of communications: telephone, electronic mail, facsimile, web, voicemail, and other electronic/remote avenues.
Meet monthly/quarterly sales and service goals as defined by management.
Provide support, direction and training to ensure a high level of quality service, professionalism and accuracy.
Support initiatives for technology and process enhancements thru projects and testing as needed.
Provide coaching and performance feedback to develop the representatives in order to provide exceptional service to our membership and business partners.
Developing and compiling reports on team’s performance and member feedback.
Offers solutions and suggestions for processes and service improvements.
Must maintain strictly confidential information pertaining to the Credit Association, member, and employee business.
Maintains regulatory compliance including the Bank Secrecy Act.
Follows the CARE and QA Service Standards and maintains excellent understanding of FECA products and services.
Participates in ongoing training for professional and personal development.
Maintains a positive, professional attitude and works well with a team.
All other duties and responsibilities as assigned.
Qualifications
Two years college required, four-year degree preferred.
A minimum of three years’ experience in a financial institution. Credit union experience preferred, including understanding of credit union philosophy and knowledge of credit union rules and regulations.
Excellent written and verbal communication and basic math skills.
Must be accurate, organized, attentive to details, and manage time well.
Proficiency in Microsoft Office.
