What are the responsibilities and job description for the Member Relationship Center Supervisor (Call Center) position at First Financial Federal Credit Union?
Company Description
First Financial Federal Credit Union is a not-for-profit financial cooperative providing banking products and services to its members in Monmouth and Ocean County. Our goal is make a first rate difference in our Member’s lives by providing the highest level of quality products and personalized services while maintaining financial integrity and stability. We have been putting people first and enriching our Member’s lives since 1936 by identifying their needs and providing trustworthy and value added solutions.
First Financial Federal Credit Union is a technology driven organization with efficient systems and easy to deliver products. We are par with community banks and can provide you with the kind of environment where your skills and talents can make a difference that will be noticed.
Job Description
Supervises, directs and evaluates employees to ensure members are receiving a high level of customer service along with overseeing the Member Relationship Center’s day-to-day operations. Responsible for managing, training & coaching employees for personnel development an performing their duties. Provides support & resolves problems and complaints. Guides service sales and workflow of a credit union branch that offers a full range of service to current and potential members via telephone rather than in person.
Responsibilities:
- Comply and follow all Bank Secrecy Act regulations
- Supervises plans and manages functions related to MRC work area.
- Oversees and directs the day-to-day activities of employees.
- Acts as a source of information and answers employee questions,
assigns tasks, follows up, gives instructions and provide guidance and feedback.
- Carries out supervision, coaching, call monitoring, and training.
- Professionally handle incoming calls, voice mails and emails to ensure that member issues are resolved both promptly and accurately with the highest possible degree of respect and urgency
- Provides communication and follow up to ensure employees are fully informed of all new information related to products, procedures, member needs and company related issues, changes or actions.
- Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
- Provides product/service information by answering questions; offering assistance
- Maintains credit union database by entering and verifying information; updating the system
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Anticipate escalation and take over calls when needed
- Keep management informed on issues and problems
- Monitor queue and track inbound calls.
- Motivate and encourage employees through positive communication and feedback
- Other duties may be assigned
Qualifications
- HS/GED and 3 yrs related experience
- Min 2 yrs Supervisory Experience
- Superior customer service skills
- Ability to multi-task – answers and responds to calls, voice messages, and secured messages and posts all mail.
- Requires full knowledge of credit union products and services
- High level of interpersonal skills
- Good reasoning ability/problem solving skills
- Solid math skills - able to compute rate, ratio, and percentages
- Team oriented - contributes to building a positive team spirit.
- Speaks clearly and has strong written and verbal communication skills
Good computer skills – able to learn new programs/systems
Additional Information
As a First Financial employee, you'll enjoy a challenging work environment and an opportunity to make a difference. We offer paid training and a great benefits package including Medical, Dental, Rx, Vision, Life Insurance, Vacation, Sick, Personal, Tuition Assistance Program and Retirement Plan.
Equal Opportunity Employer/Veterans/Disabled
