Phone Center Coordinator

Summary/Objective
Responsible for the day-to-day operations of the Member Solutions Center by assisting the Member Solutions Center Manager in guiding Staff by providing quality service to members, through sales and service of products with the expectation of meeting or exceeding branch and individual goals. This person requires an ability to communicate effectively with prospective and current members and to represent the credit union in a positive manner that supports our FIRST values.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Thorough knowledge of Credit Union products and services. Maintain an up-to date and comprehensive knowledge on all related policies, procedures, rules, and regulations.
2. Work closely with the Member Solution Center Manager in creating a positive working environment by developing and coaching team on a consistent basis and guiding employees to achieve incentive and professional goals.
3. Responsible for month end reporting and quality assurance including completing call evaluations for phone, texting, secure chat and Engageware messages.
4. Assist with responding to online reviews and Google messages in a timely manner through the Birdseye tool.
5. Ability to problem solve within established policies and procedures, with the understanding and compliance of all state and federal regulations and laws.
6. Experience in ensuring compliance with all governing regulations, especially Bank Secrecy Act requirements including Currency Transaction Reports and monitoring and reporting as appropriate any suspected suspicious activity. Maintain knowledge of Office of Foreign Asset control (OFAC) requirements.
7. Assist in managing the security and safety of the Member Solutions Center, by upholding security and safety policies and procedures. Educate/alert staff regarding practices.
8. Represent and promote the credit union professionally and positively within the community.
9. Review interflow calls from Anyhour weekly and participate in Anyhour biweekly phone meeting.
10. Ensure compliance, accuracy with all internal controls in alignment of established policies and procedures.
11. Ability to handle confidential/sensitive information in a professional manner.
12. Effectively communicate changes, issues, questions, updates, between staff, manager, and solutions teams.
13. Promote, explain, refer and cross-sell other credit union services such as electronic services, credit and debit cards, accounts, and additional loans.
14. Maintain an up-to-date and comprehensive knowledge on all credit union products and services.
15. Troubleshoot and resolve member concerns acting as an escalation point.
16. Work with the Member Solution Center Manager in developing and monitoring quality control practices. Complete daily work ensuring accuracy and scanning documents to appropriate departments. Ability to securely send and sign documents electronically to Members.
17. Coordinates with the Member Solution Center Manager with Org. Development with the goal of MSC employees becoming universal employees, within alignment with the Member Solution Center vision and goals.
18. Comply with NMLS registry and training to offer home equity loan products.
19. Be a champion for the credit union's strategic vision.

Competencies

1. Superb customer service orientation.
2. Strong numeric ability.
3. Accuracy and attention to detail.
4. Computer proficiency.
5. Stress management/composure.
6. Good listening and communication skills.
7. Honesty and integrity.
8. Teamwork.
9. Leadership and supervisory skills.

Supervisory Responsibility
This position is responsible for supervising staff, coaching as assigned by the Member Solution Center Manager.

Work Environment
This job operates in a branch setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Physical presence in the branch setting is required.

Physical Demands
This position requires manual dexterity, the ability to lift and/or move up to 25 pounds. This position requires bending, stooping, or standing as necessary.

Position Type/Expected Hours of Work
Ability to work flexible schedule Monday through Friday.

Travel
Periodic travel to other FCU locations may be required.

Required Education and Experience

1. High school diploma or equivalent. College graduate highly desirable.
2. Three years related experience and/or training; or equivalent combination of education and experience.

Preferred Education and Experience

1. Previous cash handling experience preferred.
2. Previous experience with a credit union highly desirable.
3. Previous Phone/Call Center experience preferred.

Additional Eligibility Qualifications

1. Multi-lingual capabilities to include Spanish are a plus.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.