Contact Center - Member Service Manager

Feb. 12, 2013 - Feb. 12, 2013
Location:Phoenix, AZ
Exempt/Non-Exempt:Exempt
Type:Full Time
Department:Canyon State Credit Union
Description:Come join the team at Canyon State Credit Union!

We have an exciting opportunity available for a motivated individual who understands the importance of excellent member service.

Join a winning team and a dedicated Credit Union!!! We have been offering quality financial service to members and their families since 1951. As a credit union, we are a not-for-profit financial cooperative, which means we operate to serve our member-owners. This makes us quite different from other financial institutions. Since 1951, we have focused on building lifetime relationships by continually expanding our products and services while emphasizing financial security, quality, and convenience in an environment that values and respects members, employees, and business partners.
Duties:As the Member Service Manager in our contact center, you will:

•Manage the call center function of the credit union including hiring, disciplinary acitons, setting daily, weekly and monthly sales goals, and directing work assignments to ensure effective departmental operations.

•Manage all phases of outbound/inbound marketing initiatives including supervision of staff, tracking, documenting, and communicating progress in relation to established goals.

•Responsible for quality of service including call monitoring, reduction in abandoned calls and wait times, and streamlining processes.

•Perform the duties of a Member Service Specialist as needed.
Qualifications:Requires 2 years of college, Associates degree preferred, or equivalent education and work experience.

A minimum of 5 years of credit union (or similar financial institution) experience, 2 years of which must have been in a manager/supervisor role.

Knowledge of PC applications including Word and Excel required. Experience with automated core banking system preferred. Experience utilizing smart phone and tablet applications preferred.

Professional well developed interpersonal skills essential for servicing credit union members adn projecting a positive image as representative of the credit union. Approaches others in a tactful manner, reacts well under pressure, accepts responsibility for own actions, and follows through on commitments.

Requires sound and accurate judgment.

Excellent interviewing and interpersonal skills, ability to listen to members' needs adn promote appropriate credit union products and services.

Knowledge of consumer lending and account opening and closing preferred.
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