Call Center and Digital Banking Manager

Are you looking for an organization that values your experience? Are you a skilled customer service professional ready to take your career to the next level? If so, keep reading!

Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace EIGHT years in a row. Being part of TFCU will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.

• Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union to achieve its purpose of guiding members successfully through the financial marketplace. The Member Engagement Manager will coordinate Member Engagement Center operations and back up other groups as needed, supervise the Member Engagement Supervisors in all aspects of performance and serve as a backup to other members of the Member Engagement Center management team and the (TBD – Corey’s Title). The Member Engagement Manager will also instill and deliver an advocacy philosophy of improving members' financial well-being. The incumbent will ensure that all team members give accurate information about credit union products and services. The Member Engagement manager must be highly knowledgeable in all credit union processes, procedures, services, and products; they will develop the Member Engagement Center team to deliver an exceptional member experience in all areas. They will also assist in leading daily Member Engagement Center operations and are responsible for managing advisors' performance to achieve department objectives and results. They will ensure timely, efficient, and effective service delivery for members.
  Essential Duties and Responsibilities include the following. Other duties may be assigned.
• Provide service that meets the Service Standards defined by Tropical Financial Credit Union and achieves annual goals established through the Performance Management Process.
• Meet all performance goals as defined in the individual's performance appraisal.
• Creates a high performing team through training, motivating, and coaching Member Engagement Advisors on essential skills and knowledge to ensure each team member has the tools they need to succeed at their job. Demonstrates a leadership style that sets the example and is approachable.
• Ability to quickly pivot between issues and handle multiple priorities throughout the day.
• Remains current on all policies, procedures, products, promotions, and respective changes and ensures that agents are aware of updates and changes on a timely basis.
• Understands all facets, features, and benefits of the products and services offered.
• Provides exceptional service to all internal and external members of TFCU and resolves member issues with a focus on complete member satisfaction.
• Strong ability to troubleshoot and problem solve using appropriate resources to handle member escalations successfully.
• Serves as second-tier escalation for member service disputes and issues.
• Performs as a subject matter expert over multiple areas; operations, numerous software programs, cross-departmental knowledge, etc. Serves as a liaison between departments and branches, assisting them as needed.
• Successfully performs periodic internal control procedures, audits, and balancing.
• Maintains appropriate turnaround times for various administrative tasks department-wide.
• Achieves goals, executes assigned tasks, and manages to budgeted targets.
• Supervises activities of all Call Center agents. Effectively trains and re-enforces cross-selling strategies to offer credit union products and services to members. Serves as a coach and provides periodic feedback and appropriate documentation to employees and their records within the Call Center.
• Provides management support to (TBD). Acts as back up (TBD) as needed.
• Responsible for helping in the monitoring and overseeing of daily operations. Helps manage call center staff, including staffing, hiring, evaluating, and training.
• Assists (TBD) in strategic planning within the Member Engagement Center, including monitoring, growth, profitability, budgeting, and completing the business plan.
• Assists in the completion of daily telephone reports and interpretation of the data for employees' reviews. Analyzes data and provides feedback on improving or maintaining service level for individual employees and the entire Call Center.
• Performs other duties as required with or without accommodation

We offer Excellent Benefits such as:

• Medical, Rx, Dental, and Vision Insurance
• Retirement Profit Sharing 401K Plan
• Accident, Cancer and Hospital Indemnity Plan
• Prepaid Legal
• Voluntary Life Insurance
• Pet Discount Program
• Paid Time Off/ 11 Paid Holidays
• Tuition Reimbursement/Student Loan Paydown Program
• And so much more!

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of Credit Union products and services preferred
• Proven organizational skills,
• Ability to analyze financial data,
• Motivator, self-starter and team player
• Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.
• Must have working knowledge of computers, strong clerical skills.
• Must have practical knowledge of MS Office, Outlook, Excel and Word.
• Strong analytical and organizational skills.
• Excellent interpersonal and communication skills.
• Strong ability to multi-task in a face paced environment.
• Must possess above average time management, problem-solving and prioritization skills.
  Education and/or Experience
• Four year degree in business/finance related subject, can substitute professional certifications and work experience for degree. High School Diploma or general education equivalent required.
• A minimum of 5 years relevant call center supervision experience required and 5 years financial services (banking or credit union) customer service experience preferred.
• Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to handle or touch. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job may include close vision, and ability to focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.