GENERAL DESCRIPTION OF POSITION
The primary function of this position is to ensure outstanding service is delivered to both internal and external members. This includes managing member interactions and transactions conducted by telephone, web chat, email, mail, fax, and internet by team members; and coordinating the daily workflow by scheduling employees and assigning job duties. This position is responsible for coaching and developing highly effective team members to ensure a high quality of member service is delivered and achieved and assist in the hiring process for necessary personnel. Other duties involve performing tasks requiring more knowledge and expertise that will aide in handling difficult situations exceeding the scope of service center personnel, monitoring and maintaining completion of various reports, and other various transactions that require a thorough knowledge of Arkansas Federal Credit Union policies and procedures.
This position is onsite at our West Little Rock headquarters.
ESSENTIAL DUTIES AND RESPONSIBILITIES
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
- Are friendly, conversational and trustworthy
- Are proficient in using Call Center software and multichannel tools
- Are passionate and sincerely concerned for others
- Have 3 years experience in a Call Center, preferably in a customer-focused environment within the last 5 years or 3 years of related banking experience
- Have 2 years experience in management
- Are educated with at least a high school diploma or equivalent
- Are familiar with our industry and products (not required, but preferred)
People are less likely to apply for jobs if they do not meet every single qualification. At Arkansas Federal we are dedicated to building a diverse and inclusive workplace. Therefore, if you are interested in this role, but do not meet every qualification, we would encourage you to apply or reach out to our Talent Acquisition Specialist to discuss the position. You may be just the right candidate for this role or other roles.
EEO StatementArkansas Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Employment Type: FULL_TIME