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Customer Service Center Manager

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Mountain America Credit UnionLong Beach, CA
  • Please reference the schedule and minimum qualifications listed below before applying.
  • If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruitingmacu.com and every reasonable effort will be made to accommodate your needs in a timely manner.
  • Job SummaryManage the operations and staff of the Service center to ensure quality service to the members and enhance their financial relationships with the credit union.
  • Job DescriptionLOCATION:Mountain America Center-Service CenterSandy, UtahTo be effective, an individual must be able to perform each job duty successfully.
  • Oversees all Service center functions to ensure quality service is provided, credit union policy and regulatory requirements are met.
  • Manages vendors for products.
  • Maintains Call Center Reports.
  • Exemplifies MACU values and philosophy while fulfilling responsibilities as a leader in the Service center and of the credit union.
  • Trains, coaches and evaluates department staff on credit union policies, procedures, philosophies and department functions to encourage the achievement of operational, service and sales goals.
  • Assists and trains staff in identifying the financial needs of members and potential members and meeting those needs by selling the credit union's products, services and technologies.
  • Monitors telephone calls and analyzes statistical information to track employee performance, increase efficiencies, and recommends changes and enhancements to continually improve the quality of customer service.
  • Plans for future development of Service Center function and skill set.
  • Develops call models from statistical data to determine daily staffing requirements.
  • Utilizes judgment and responsibility in fulfilling members' needs using the credit union policies and the hierarchy of decision-making.
  • Oversees communications with members that are conducted through e-mail, Internet and Online Branch messaging systems.
  • Develops, implements and administers procedures and programs to facilitate the processing of loans throughout the department.
  • Counsels members regarding credit and handling credit disputes.
  • Verifies, documents and approves loan applications to ensure compliance with all policies and regulations and to minimize any potential loss.
  • Complies with all regulations as required by law, including but not limited to Bank Secrecy Act, OFAC, FACT Act, GLBA, Regulation CC (funds availability), Regulation DD (TIS) and other regulations as required by law as it relates to his/her position.
  • Monitors and responds to daily and hourly changes in incoming call patterns.
  • Programs telecommunications equipment to effectively redirect calls to meet these changes.
  • Assists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
  • Monitors new Call Center technology and propose products to improve efficiencies.
  • Performs other duties as assigned.
  • Depending upon area managing, the following duties responsibilities may also be required:TECHNOLOGY MANAGERMonitors and responds to daily and hourly changes in incoming call patterns.
  • Monitors new Call Center technology and proposes products to improve efficiencies.
  • TRAININGAssists Information Systems staff to resolve problems that arise with telecommunications equipment, telecommuting functions and the delivery of automated services.
  • Develops measurement means to assess the effectiveness of the training department to ensure standards are achieved and continuous improvement is made.
  • Assesses training needs for the SC and determine how to best meet those needs in order to introduce successful training programs.
  • Gathers training reports and submit those to interested parties.
  • Researches, develops, updates and produces written training programs to achieve the objectives of the credit union.
  • Presents information and facilitate group discussions and group processes to provide effective learning.
  • KNOWLEDGE, SKILLS, and ABILITIESThe requirements listed are representative of the knowledge, skills, and/or abilities required.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
  • ExperienceThree to five years of similar or related experience (possibly 5 -8 years)EducationCollege Degree or EquivalentLicenses, Certificates, RegistrationsMust meet all expectations of an Agent 3Must be MSR CertifiedMust complete other trainings as needed (i.e. Loan and Membership training)Must have at least four years service center/branch experienceComputer/Office Equipment SkillsExtensive knowledge and understanding of credit union policies and procedures.
  • Working knowledge of PC's, Windows , internet browsers, e-mail, Word, and Excel.
  • Knowledge of Internet security and protocol.
  • Knowledge of the use and function of Automated Call Distributing systems, telecommuting and other telecommunications equipment.
  • Ability to supervise and lead others to give quality service.
  • Managerial ResponsibilityHas managerial responsibility for a group employees with diversified functions.
  • Policies and practices may be implemented through subordinate supervisors.
  • Estimates personnel needs and assigns work to meet these needs.
  • Supervises, coordinates, coaches and reviews the work of assigned staff.
  • Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.
  • Other Skills and AbilitiesAbilities usually acquired in three years Call Center Supervisory experience.
  • Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
  • Must have the ability to coach and direct the work of others to give quality service.
  • Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment.
  • Must have the ability to supervise and lead others to give quality service.
  • Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union.
  • Must have the ability to work in a team environment and promote teamwork among staff.

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