Address
Form of workOBJECTIVE
Manage, coach and direct the activities of the Digital Experience Advocate (DXA) team to reach their fullest potential, ensuring an exceptional level of service is provided to our members. Manage daily operation of the digital channel, including mobile and online banking, email and chat communications. Assist management and motivate staff to achieve established Credit Union goals.
WORKING HOURS
Scheduled between Call Center hours based on operational needs:
Monday - Friday 8am - 6pm
Saturday 8am - 2pm
MINIMUM QUALIFICATIONS
- Education equivalent to two years of college or specialized course of study.
- Experience and in depth knowledge of a financial digital environment.
- Ability to manage the activities of multiple employee groups.
- Demonstrated ability to motivate and coach others to success.
- People management experience focused on employee development, training, conflict resolution, and problem solving.
- Exceptional interpersonal skills – both written and verbal communication skills are essential.
- Ability to adapt to and lead through change; maintain flexibility in learning new products and processes.
- In-depth knowledge of inbound Call Center business processes, metrics, and sales processes preferred.
- Detailed-oriented, with focus on quality assurance.
- Proficient in computer skills including Microsoft applications and spreadsheets.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee the performance, development, and retention of the Digital Experience team, managing KPIs to continuously improve the member experience, maintaining operational standards across the department.
- Collaborate with our online banking provider (DI) and Digital Experience team to develop, maintain, and enhance our digital product. Ensure the member experience meets Credit Union expectations, identify and resolve systematic failures with vendor, support staff in addressing technical challenges or concerns
- In collaboration with Marketing, identify need for member awareness and education for downtime, new offerings, or the promotion of under-utilized self-service options.
- Monitor and analyze Call Center data and prepare monthly reports.
- Listen to and score calls, emails and chats.
- Responsible for interviewing, selecting, orienting, training, coaching representatives.
- Communicate job expectations, monitor and appraise contribution of staff.
- Prepare schedules to ensure sufficient coverage and service level requirements.
- Develop strategies to address abandoned calls, longer wait times, and excessive talk times.
- Work with Director and other departments to create efficiencies or process changes to address call concerns.
- Respond to member inquiries, suggestions, complaints and concerns regarding the Care Center or Credit Union operation.
- Prepare for, attend, and participate in conducting the staff and Supervisor/Manager meetings.
- Professionally develop personal skills by consistently increasing your awareness and knowledge of evolving industry trends in the areas of Call Center management, customer service, and promotion of products and services.
- Participate in committees, projects or action teams as necessary.
- Handle other duties as assigned.
- Endorse and embrace Clearview’s Commitment to Leadership which outlines management expectations for culture, communication, employee development, managing effectiveness, and community engagement
- Support Clearview’s Commitment to Diversity, Equity & Inclusion by welcoming and embracing the unique differences of others, treating others fairly and equitably, and creating an inclusive experience where others feel respected and valued; Understand and believe a diverse workplace is essential to the company’s vision and success.
Clearview values diversity in its workforce. We are proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
