What are the responsibilities and job description for the Member Contact Center Manager position at Valley Communities Credit Union?
Building lifelong relationships, one member at a time! Valley Communities Credit Union has been serving members for over 89 years. With our rich history, starting out in 1935, we served the employees of the Mosinee Paper Mill with a tiny office in their punch house. Growing continually over the years, we currently serve over 16,000 members in five different Central Wisconsin communities.
Join our dynamic and forward-thinking credit union as we embark on an exciting journey to launch a brand-new Member Contact!
As a Member Contact Center Manager, your primary responsibilities are to support all functions of the Member Contact Center:
- Serving as a Member Contact Center Manager.
- Develop and implement member contact center policies and procedures to ensure efficient operations and compliance with credit union standards. Maintain and update internal resources, such as FAQs, scripts, and best practices, to empower employees with accurate information. Responsible for meeting department’s service and sales goals. Facilitates process improvement meetings. Utilizes process improvement tools to identify and eliminate friction points. Responsible for the performance of the member contact center which includes the member experience, loan and account service requests via telephone and online delivery channels.
- Manage direct reports to maximize productivity, and efficiency including: hiring, directing job assignments, monitoring staff performance, coaching, counseling, training assuring compliance with regulatory requirements and organizational mission, values, policies and procedures. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate
- Manages the daily operations of the member contact center. Runs reports as needed, uses data to make recommendations for improved processes. Uses problem solving abilities to create solutions for our members and the organization.
- Performs other duties as assigned.
We are seeking a candidate with 2-5 years of similar or related experience in a financial setting preferred. The ideal candidate will have the ability to build relationships and rapport with members and staff.
Consistent with our rich history, we will continue to identify and place talented people into roles that best fit their background and areas of strength. Valley Communities Credit Union is an Equal Employment Opportunity.