What are the responsibilities and job description for the Contact Center Supervisor position at Illinois Educators Credit Union?
Who We Are...
Our members come from all different walks of life and so do we. We hire great people from a variety of backgrounds in experience and education to make our Credit Union strong. We stand strong in our beliefs of making members' money, saving members' money and saving members' time. See why a Credit Union is better at IECU.
Your Role...
The Contact Center Supervisor will help to provide members with in-bound call services for a convenient and efficient way to access financial products and support as we move forward in digital services. This role will oversee staff helping members with accessing a variety of available services and monitor key areas to provide Credit Union products.
You day may look like this...
- Supervise Contact Center staff in providing access to a variety of financial products via in-bound phone support including account inquiries and member support issues from balance inquiries to complex issues involving potential security issues.
- Monitors accuracy and efficiency of member contacts and implement department programs for quality improvement as needed. Prepares and evaluates periodic reports with call rates, service levels and satisfaction rates.
- Continually strive to improve member relationships with quality service that provides opportunities for promoting new products and understanding products and services available to members.
- Assist Contact Center representatives as needed to support volume and assist in resolution of complex member account questions.
- Continue training to keep current on relevant financial industry opportunities and trends.
- Maintain working knowledge of software platforms and integrated systems to manage member interaction and contacts efficiently.
- Assist in interviewing, training and monitoring Contact Center staff for individual performance and development.
- Perform other duties as assigned.
Qualifications...
Our desired candidate will have 3-5 years of similar or related experience, possess interpersonal and communication skills to interact with members requiring a high degree of confidentiality related to financial transactions. Candidates with the ability to manage multiple tasks, strong verbal communication skills, knowledge of financial terms and experience in the financial industry a plus. Working knowledge of Microsoft office and call center software platforms preferred.
A Bachelor's degree in Business or related field preferred; Associates degree or recognized industry certifications as equivalent to Bachelor's degree.
This in an In-Office position, Monday-Friday 8:00am-5:00pm available for occasional evening/weekend scheduling.
The Benefits...
- 401k Retirement/Matching Program with up to 4% matching
- Paid Holidays- following the Federal Banking schedule
- Paid Time Off - accrual monthly
- Health/Dental/Vision Insurance Program - eligible 1st of month after 60 days
- Life & Disability Insurance Programs - eligible 1st of month after 60 days
- Tuition Reimbursement on pre-approved work related coursework
- Infant-To-Work Program
- Wellness Program
The Team...
If you share a passion for making an impact in a customer focused environment, submit our resume/application for this role.
We provide equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity , disability, veteran status, or other categories protected by law.
Salary : $23 - $26
