Communication Center Manager

We make our members' lives better every day by offering affordable financial products and world class service. Are you ready to work for a company with a mission that includes knowing our members as individuals, focusing on their financial needs, advising and advocating for them and exceeding their expectations? Our vision is to be the recognized leader in our community and we need YOU to help us! We are looking for a Communication Center Manger to join our team. He/she directs and leads the communication center operartions to provide effiicient quality service to members over the phone and through e-delivery channels. This key member of our team looks for new opportunities to build the member relationship, and monitors the efficiencies of service provided by the department staff. We do a lot of work with the Hispanic community, so bilingual/bicultural applicants are encouraged to apply. Come help us fulfull our vision of being the recognized leader in our community and live up to the credit union promise of "people helping people"

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Hires, supervises, trains, plans, coordinates and evaluates the performance of the Communication Center personnel.  Selects subordinates with appropriate qualifications for those positions.  Appraises subordinates annually on objective, measurable performance; makes compensation and promotion recommendations based on total performance.  Continually trains and monitors employees’ job performance and service standards. 
• Defines user requirements and establishes technical specifications and production, productivity, quality, and member service standards based on user skills. 
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems, preparing and completing action plans, managing system and process improvement and quality assurance programs.
• Translates the credit union’s overall strategic plan into department plan.  Meets with AVP Operations on a frequent basis to ensure department is helping credit union to meet overall goals.
• Works with IT staff to optimize phone system capabilities.  Makes recommendations of adjustments to phone system setup to maximize software.
• Promotes loan growth through phone/email/branch to meet department & credit union loan goals. 
• Communicates with subordinates in establishing attainable but high-performance standards and goals, which are consistent with the goals of the credit union.
• Motivates his/her team to achieve personal, department, and credit union goals.  Meets with team members one-on-one on a frequent basis to ensure employees are engaged.  Assists to further employees’ career goals by guiding them through succession plan.
• Ensures that all member service functions are correctly performed and are in accordance with established policies and standards. 
• Answers questions for employees and members, solving problems and assisting with complex transactions and sensitive member relations.  Makes judgment within the limits of authority.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management.
• Assures that all mail payments, IRA transactions, deposits and loan payments are posted daily, and that all outgoing and incoming mail is processed and distributed daily.
• Ensures department and branch can assist with IRAs and fiduciary accounts. 

OTHER DUTIES/RESPONSIBILITIES:

• Perform all functions of the call center as needed. 
• Continually seeks ways to improve Communication Center operations and productivity to meet established goals.
• Oversees the processing of requests for Verifications of Deposit and loan payoff statements, assuring the proper routing of the request and the accuracy of the information.
• Consistently demonstrates a positive attitude toward members and employees in compliance with Service Standards.
• Participates in the Manager meetings on an on-going basis.
• Oversees audits of address changes for the entire credit union to assure accuracy and compliance to policy.
• Performs other duties as required.

REQUIRED KNOWLEDGE:

• Requires a comprehensive level of knowledge of federal and state laws and regulations affecting credit unions and credit union operations. 
• Requires a thorough understanding of call centers in a financial institution. 
• Comprehensive knowledge of credit union operations, policies, procedures, products and services. 

SKILLS AND ABILITIES:

• Maintains a high level of initiative and a keen attention to detail.  Must be self-directed.
• Enjoys the sales and enterprising function within credit unions. Has excellent presentation skills in        both group and one-on-one settings.
• Has the desire and ability to recognize member cues and cross sell appropriate products and services. 
• Can plan, organize and direct the schedules of others.
• Has excellent communication with members and employees verbally, in writing and on the phone.
• Can detect and trace errors and make necessary corrections.
• Requires the ability to identify problem areas in the department and make independent decisions to resolve problems that relate to standard operating procedures.  Problems that occur out of the normal operations are communicated to the AVP of Operations.
• Requires conceptual skills, which involve the ability to see the organization as a whole and to understand how various functions of the organization complement one another, how the organization relates to its environment and how changes in one part of the organization affect the rest of the organization.
• Requires human skills that build cooperation within the organization.  Requires the ability to communicate, lead, motivate and manage individuals and groups.  Requires the ability to interact and consult with the management team in planning and to be an effective link with management within the credit union.
• Able to operate standard office equipment and software, and type at a minimum of 40wpm.  Must be able to learn new equipment and software pertaining to assigned duties.

EDUCATION AND EXPERIENCE:

• Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school, CCUE or its equivalent or four years of credit union/banking experience.