Call Center Manager

Job Description

Job Summary: The MAC (Member Advocacy Manager ) Manager at SunWest Federal Credit Union plays a crucial role providing our call center employees with coaching, training, motivating as well as giving assistance to the team to meet and exceed their performance goals and provide high level member experience to our members. The MIC call center manager will also work cross-functionally with other credit union departments and foster relationships to provide a great member experience. Applicants for this role must have experience in a high-volume call center.

• This position could have a hybrid work schedule after 3-6 months of working in the office.
  
  

Essential Duties and Responsibilities:

• Oversee all aspects of the call center department’s operation including supervision of staff, hiring, performance management, performance reviews, coaching, one on one’s, meetings and scheduling.
• Ensure the MIC -Member Information Center call department meets internal and external member service expectations by empowering employees and maintaining a work environment which instills motivation, teamwork, and positive attitudes.
• Coach call center staff through complex member service issue resolution.
• Audit and monitor Telephone Service Representative calls with members of the credit union.
• Analyze call center data and prepare WEEKLY reports for Director of Member Experience.
• Participate in the establishment of goals, objectives, and standards of performance and accountability for the call center team.
• Assist team members with the attainment of branch/department/organizational goals, in addition to their personal/professional goals.
• Work cross-functionally within the organization to promote unity and consistency of call center operations with the organization and to identify and implement processes to improve the productivity and efficiency of the credit union call center.
• Develop and maintain written procedures for MIC call center functions.
• Ensure optimal resource utilization by regularly assessing the call center team’s workload and prioritizing more efficiently to improve the balance of work across the team.
• Provide service and support to retail branches, other departments and co-workers. Assist members with transactional questions and questions related to credit union retail products and services (deposit accounts, lending, payments, online banking, mobile banking).
• Oversee the document archival system. Ensure documents are uploaded into the document archival system.
• Ensure mail is posted daily including negotiable items such as loan payments, and deposits.
• Manage the accurate processing of deposits including Remote Deposit Capture (RDC) and place necessary holds.
• Identify fraudulent checks and verify the negotiability of checks per credit unions RDC guidelines.
• Develop monthly, quarterly, and annual call center goals and action.
• Evaluate staff effectiveness and performance annually, monthly/weekly via check-ins.
• Manage the performance of staff to meet and exceed sales and service goals.
• Suggest operational improvements.
• Other Duties as may be assigned.
  
  

Education and/or Work Experience Requirements:

• Bachelors Degree in Business, communications or a related field. Advanced degree or certification; or proven experience in place of degree (5 years ) in management of high-volume call center with a sales focus.
• Two to three years related banking experience required.
• Understanding of Credit Union services and products and Credit Union philosophy.
• Experience with reporting on different metrics and KPIs in regard to call volume metrics and sales/cross-sell metrics.
• Excellent communication both written and verbal as well as interpersonal skills to collaborate with internal teams, as well as members.
• Coaching and teambuilding skills
• 5 years minimum customer service and conflict resolution skills.
• 5 years Performance Management experience.
• Experience managing a remote/hybrid team.
• Experience with MS Office Suite, (Word, Excel, Outlook, TEAMS).
• Professional presence.
  
  

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Must be able to lift and carry up to 10 lbs.
• Must be able to communicate professionally on the telephone.
  
  

Company Description

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally.

When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.

SunWest was founded on the belief that financial institutions should exist to serve. Our original founders knew then what a lot of bankers still don’t understand. Financial institutions should help people, not take advantage of them. That’s why 12 telephone workers came together in 1937 to create a financial cooperative with one goal in mind – to help people thrive financially so they can excel personally. When you work with us, you’re not just clocking in and hoping for the best. You aren’t counting down the minutes until you can hop in your car and drive far, far away from your workplace. Nope, not here. When you work with SunWest, you’re devoting your time to something bigger than yourself. We aren’t just Branch Representatives, Marketing Gurus, Human Resource Professionals, Lending Extraordinaires or Financial Experts. We are friends, family, support systems, and most importantly, we are difference makers. We are passionate about helping others achieve the highest level of financial success and we feel strongly about our communities. Join our team if you’re ready to do what you love, while helping those who need what you have to offer.