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Form of workWelcome to FAIRWINDS Credit Union. We continue to be the one of the best companies to work for, simply because we hire the best and most passionate talent. We are proud to promote employees from within and provide a positive work/life balance.
This position will be responsible for supervising Call Center agents and manage the efficiency and performance of their team. We are looking for a leader who has a consistent record of building and motivating teams, while being able to be proactive in developing new strategies to increase performance. Member Service Managers also take escalated calls and help manage queue overflow when needed. The ideal candidate must be able to multi-task in a fast paced Call Center environment providing outstanding customer service.
Essential Duties/Responsibilities:
- Coaching and development of agents. This includes but is not limited to monthly call quality auditing and monitoring daily operations and job functions.
- Resolving member and crewmember escalations and assist with monitoring both phone and digital channels.
- Making appropriate changes to chat/email and phone coverage needs to assist members effectively.
- Maintaining predetermined SLA agreements for their team.
- Opening and closing duties.
- Assists with hiring, performance management and training of agents.
- Communicates with team as needed to provide updates and obtain feedback on changes within the organization.
- Remains current on all procedural changes and current promotions. Understands all facets of the products and services that we offer.
This position requires the following education and experience:
- High school diploma or GED equivalent
- Minimum of 2 years Call Center experience
- Financial service experience preferred
In addition to 11 paid holidays every year, we offer highly competitive benefits including:
- 85% employer paid medical, vision, and dental coverage
- 401(k) match at 6%
- Paid vacation and sick time that does not expire
- Wellness reimbursement – trade in unused sick time to pay for your gym membership!
- Tuition reimbursement
- Paid life insurance
FAIRWINDS is an Equal Opportunity Employer.
