Address
Form of work
SalaryDo you want to be part of an amazing team and love giving back to your community? Forest Area Federal Credit Union offers careers to people who are committed to our communities, enjoy helping people and want to be part of a team that makes a positive difference in the lives of our members.
The Core Values of Forest Area Federal Credit Union are:
Respect, Integrity, Empowerment, Passion, Innovation With the foundation of our values in-place, we confidently articulate our
Mission:
“Strengthening Our Communities; Investing In Your Success”
Position Purpose
Manage and monitor operations and Call Center activity to ensure achievement of goals and objectives for service, sales, productivity, and quality of work. Plan, direct, and coordinate the establishment of Call Center business plans, goals, objectives, and strategic plans.
Job Functions
Direct operations of the Call Center. Effectively plan, organize, direct, analyze, and evaluate processes to solve business issues and to develop solution?oriented recommendations.
Provide advice, counseling, and solutions. Ensure members and potential members receive assistance with their telephone requests, questions, and problems. Work with managers and staff to meet member needs in a responsive, efficient manner across department/branches.
Perform performance appraisals, establish goals and action plans, and set-up performance improvement plans and disciplinary actions. Make hiring, firing, and promotion decisions. Create opportunities for training and employee development. Maximize telemarketing efforts of staff.
Ensure Call Center technology systems and solutions function to meet business needs. Gather input to identify and solve problems. Put systems and procedures into place to prevent problems.
Establish Call Center rules, policies, and procedures. Make strategic plans and set goals and objectives. Monitor progress towards achievement of goals and objectives. Make adjustments as necessary to policies, procedures, and goals. Motivate assigned personnel.
Ensure accurate statistical records and reports are maintained,
Attend and participate in meetings as required.
Ensure that all credit union member-and-employee-related business is kept confidential.
Uphold the compliance requirements of all related federal regulations, including but not limited to the Bank Secrecy Act (BSA) and Anti Money Laundering (AML) policies and procedures. Complete annual BSA, AML and other job related training requirements as established by the credit union and within deadlines.
Perform other duties as assigned.
Performance Measurements
Call Center operations are effective and efficient. Quality service and sales practices promote member satisfaction, retention, and expansion.
Compliance requirements are met at all times.
Technology systems and processes are well-maintained and meet business needs.
Complete and accurate records are kept. Department activity is effectively tracked and measured. Cross-sell goals are met or exceeded.
Goals and objectives are achieved and align with overall Credit Union strategy.
Effective policies and procedures are developed, implemented, and revised as necessary.
Employee performance appraisals and issues are handled in an appropriate and timely manner and follow established procedures.
Education and Experience
Education: High school diploma or GED, or equivalent combination of education, training, and experience.
Experience: 1-2 years as a Call Center Representative or Member Services Representative required.
Benefits
Health Insurance/Dental paid 100% for you by employer
401K- FAFCU gifts 7% after 1 year of service
Short Term/Long Term Disability Insurance
Life Insurance for you, spouse and dependents
