Contact Center Manager

Position Title: Contact Center Manager

Organizational Relationships: Reports to Vice President of Digital Services

Supervisory Responsibilities: Assigned Digital Services Representatives

General Function: Responsible for maintaining and overseeing integrity of the assigned Contact Center staff, ensuring that callers receive best possible service and information. Provides a superior level of member relations and promotes the sales and service culture through coaching, guidance and staff motivation. Provides leadership, training and supervision. Receives escalated calls and determine the products, services or resources that the member either requires or from which the member could benefit. Assists and supports VP of Digital Services and the Digital Services Supervisor to keep the department running smoothly. Reports to Vice President of Digital Services.

Position Functions:

• Responsible for overseeing assigned staff members, both day-to-day operations and strategic initiatives established by Senior Management.
• Assist with escalated calls as needed.
• Be knowledgeable of all aspects of the Contact Center and Digital Services Department through cross training.
• Identify products/services that might be beneficial to members and provide information about their value and benefit.
• Perform teller functions for members (i.e. transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and last five transactions, reissue and reset pin numbers, process loan or credit card payments, etc.) to assure member’s needs are addressed in a polite and friendly manner.
• Preform intermediary member transactions and tasks.
• Complete assigned tasks to the quality, quantity and deadlines as assigned.
• Maintain knowledge base to ensure all tasks assigned are in compliance with internal polices and regulations.
• Help with system and product testing as assigned.
• Assist and support VP of Digital Services and Digital Services Supervisor with other tasks as assigned.
• Complete end of month reporting timely as assigned.
• Cross-sell online banking and online bill pay services and assist members in online banking enrollment and understanding the e-statement process. Oversee and encourage this in assigned staff members.
• Monitor and process loan payoff information and provide this communication to dealerships and insurance companies in an accurate and timely manner.
• Assist other departments and branches with transactions as needed, provide support for the collections department and branch managers in fulfilling member requests and merchant verifications.
• Serve as a role model for the Contact Center and Digital Services staff with regards to effective communication, respect for others, ability to work with others and dedication to the department and the organization.
• Self-monitor to ensure timeliness and accuracy of work.

Position Requirements: Ability to communicate effectively verbally, with both courtesy and tact, with Supervisor, President / CEO, Members, Volunteers, Co-Workers and Senior Management Team.

• Ability to read and follow written instructions.
• Ability to lift up to 10 lbs., with or without accommodation.
• Ability to sit for prolonged periods of time over the course of an 8-hour day.
• Ability to work both independently and within a team environment.
• Ability to deal calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization.
• Ability to demonstrate highest levels of member service and discretion when dealing with the public.
• Ability to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and / or fast pace.
• Ability to effectively handle multiple, simultaneous, and changing priorities.
• Ability to exercise highest level of discretion on both internal and external confidential matters.
• Completes mandatory annual BSA training that includes Red Flag, Identity Theft, OFAC, CTR and SAR reporting and thresholds, as well as the safe keeping of member information, and passes any applicable tests.
• Follows all Whitefish Credit Union, Montana and Federal information privacy guidelines.
• Adheres to all Whitefish Credit Union policies and procedures.
• Reports to work on time and as scheduled.
• Protects Member and Whitefish Credit Union confidential information.
• Performs other duties as assigned.

Required Education and Experience:

• A high school degree or equivalent; Associate degree or higher preferred.
• Three to five years of similar or related experience, including preparatory experience.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by management at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.