Call Center Supervisor

Our Company:

At Raiz CU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage, previously as Teachers Federal Credit Union since 1936; we are growing to help our community move into the future. We are inspired people, invested in you. We guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and lead the way with passion. We can’t wait for you to join us!

Job Overview

This position reports to the Call Center Manager/Assistant Call Center Manager. This role requires someone who is analytical, inquisitive, and enthusiastic about educating members on our products and services and creating a positive member experience. This role will assist with leading, directing, and motivating the contact center team by utilizing communication skills, along with providing guidance, and coaching to team members. The Call Center Supervisor will be a resource to Member Service Representatives needing guidance in resolving complex and/or escalated issues. An expert on a full range of Credit Union products and services. A key source identifying operational issues and suggesting possible improvements. You will be an empowering mentor who is a:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members.

Hourly, Full-Time

Schedule: Monday through Friday, occasional Saturdays

1241 Pullman., El Paso, TX 79936

Pay Range:

Grade Level 10H

Min: $21.96

Mid: $27.45

Max: $32.94

Skills and Experience

• Education High School degree or equivalent.
• Minimum of three (3) years of financial services-related experience.
• Minimum of one (1) year of supervisory experience, Call Center environment preferred.
• 60 college credit hours or completion of a specialized certification or licensing.
• Good understanding of products, services, and regulations.
• Strong problem-solving and conflict-resolution skills.
• Understanding of job functions and operations of all levels of the Credit Union.
• Thorough understanding of Credit Union operationsrequired.

Role Description and Essential Duties

• Leadership: Assist the Assistant Call Center Manager, to ensure that support and training is provided to all our team members. Planning, assigning, directing work, resolve problems and address complaints, will be of top priority. Responsible, for the department in the absence of the manager and supervisor.
• Empowering Mentor: Responsible for quality of member service experience through teaching, coaching and technical development of the contact center staff. Works with cross-functional teams to help in the acclimation and success of new and tenured team members. An expert focused on gathering additional data, where coaching opportunities exist, to improve the overall member experience.
• Enrich Member Experience: Responsible for handling members' interaction with account inquiries and processing transactions through the omnichannel. Educate members and answer questions related to credit unions and all other related services within the first interaction. Supports cross-selling efforts to effectively solve member problems. This individual will assist in establishing new memberships, maintenance accounts, open IRAs, Business Accounts, and Certificate of Deposit.
• Products and Services: Knowledgeable expert who is educated on all services provided. Attends required training and demonstrates a willingness to continue learning. Maintains a good understanding of credit union’s operations and procedures.
• Member Education: Acting as a trusted advisor to provide guidance to our members and building trust. Demonstrate the ability to provide advice considering our members’ best interests. Building members relationships.
• Trust: Maintains appropriate levels of confidentiality by exercising sensitivity towards the nature of issues associated with member information.
• Communication: A natural communicator who is able to help others understand complex or intimidating topics. An expert in conflict resolution during challenging situations while maintaining a professional demeanor.
• Digital Expertise: Will be a subject matter expert in troubleshooting for Online/Mobile banking issues and Personal Audio Teller. Responsible to interact with members via audio and video.
• Teamwork: The ability to work well with others in every situation and empathize with team members.A natural communicator who builds a positive environment alongside the Call Center Manager/Assistant Call Center Manager, to achieve uniformity and an inclusive culture.
• Compliance: Ensures team compliance with all policies, procedures, and regulatory requirements are met including requirements of the Bank Secrecy Act (BSA), anti-money laundering rules, and Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Assists with other duties as assigned or identified.