The primary purpose of this position is to assist HealthCare Associates Credit Union in living out our Mission, "Helping our members achieve their financial goals by providing superior financial solutions to "Bank Healthy". One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. In addition, this position will be responsible to provide exceptional member service, confer accurate information (on savings and loan rates/products, ongoing promotions, account information) cross-sell credit union products and be apprised of all credit union products and services, policies and procedures.

This position will also ensure all service contacts comply with Federal and State laws and regulations. Along with the Contact Center Manager, is responsible for achieving departmental and organizational goals. Assist in supervising, instructing, training and coaching call center representatives (agents). Ensure call quality by monitoring calls on a regular basis.

Key Responsibilities:

Leadership and Coaching

• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees' performance.
• Recognize employees who perform at a high level.
• Hold employees accountable for their performance, attitude and behavior.
• Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance and develop plans to improve employee's performance.
• Ensure that the contact center meets sales and service goals as established by the Credit Union.
• Demonstrate enthusiastic support of corporate mission, core values and long term objectives.
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
• Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff.
• Maintains a highly motivated, well-trained staff maintaining effective employee relations.
• Contribute to team effort by accomplishing departmental/credit union goals.
• Ensure that staff is knowledgeable on all our products and services to be able to sell these services to our members.
• Supervise activity of all contact center staff.
• Maintain staff by recruiting, selecting, training and evaluating.
• Cross-train staff to be able to do teller work.
• Train staff to resolve member's questions or concerns in a timely manner.

Member Service

• Ensure team delivers service to both internal and external members that are in alignment with the credit union's core values.
• Assists with overseeing the daily operation of the Call Center and Card Services.
• Ensure effective problem resolution; address issues rather than symptoms.
• Empower staff to appropriately use experience–based judgment when resolving issues.
• Foster internal communication with other functional areas (MSO, Marketing, Accounting, Sales and Service/Training and Business Development) to maintain a mutual awareness of member needs/concerns, as well as, credit union opportunities.
• Educate members and staff with regards to products, services, policies and procedures.
• Ensure that all employees follow the company's best practices for the Contact Center management and operations.

Exceptional, Memorable Quality Member Service

• Explain and recommend credit union products and services
• Provide general account information
• Provide information on new and ongoing promotions
• Process financial transactions
• Address and resolve member and agent problems, concerns and complaints
• Act as a back-up to contact center agents in any capacity, inbound/outbound calls, email responses, etc.
• Cross-sell credit union products and services and participate in outbound sales campaigns

Electronic Services

• Possess strong knowledge of Telephone Teller, as well as the back office admin tool, in order to assist members and agents
• Possess strong knowledge of (Alkami) and Bill Pay, as well as the back office admin tool, in order to assist members and agents
• Possess strong knowledge of ACH distribution, as well as ACH Warehouse, in order to assist members and coach agents
• Possess strong knowledge of Payroll Allocations in order to assist members and agents
• Possess strong knowledge of electronic services; Zelle (Defender, PayCenter Portal, CRM), Alloya, E-statement Admin Tool, DeposZip, OAO Meridian Link, Qualifile, Harland Clarke and any other electronic services, in order to assist members and agents

Execution of Departmental and Organizational Goals, Policies and Procedures

• Record research requests and deliver to appropriate personnel
• Explain procedures to initiate ACH distributions and payroll requests.
• Ensure all forms are mailed to appropriate destination
• Assess field of membership qualifications and provide accurate information
• Survey membership to ascertain service levels
• Track service parameters and assist in bench marking for inbound calls

Supervising, Directing and Coaching Staff

• Assist staff with member problem resolution
• Monitor staff and departmental productivity
• Ensure quality assurance by monitoring agent calls to observe agent demeanor, technical accuracy and conformity to company policies and procedures
• Assist with departmental scheduling and ensure schedule adherence
• Study and standardize procedures to improve departmental and agent efficiency
• Update policies and procedures as needed
• Meet with Contact Center Manager on a regular and consistent basis to discuss ongoing departmental goals and staff development
• Coach, instruct and train agents on a regular basis
• Provide feedback for staff performance evaluations

Knowledge, Skills and Abilities:

• Excellent communication and interpersonal skills
• Ability to work well under pressure and multi-task
• Ability to problem solve and interact with members
• Listen attentively and effectively
• Flexible with time, talents and schedules
• Must be able to sit, view a computer screen, type, talk on the phone and listen attentively for long periods of time
• Working knowledge of computer applications
• Excellent communication, interpersonal and leadership skills required
• Responsive and strong decision making abilities
• Ability to calculate fractions, percentages, ratios and averages to create departmental and credit union reports
• Must be able to prioritize workload, maintain integrity of confidential member and team member information.
• Must be able to meet required deadlines

Qualifications:

• High School graduate with a minimum of 3-years member service (customer service) experience, preferably in a financial institution. (Previous call center experience a plus.)
• Minimum 2-years team leader or supervisory experience
• Flexibility to work overtime (including Saturdays) as necessary to meet goals and objections, as well as, guide the team.
• Minimum 1-year experience in IRA's

If you're ready to make an impact and grow your career with a credit union that truly puts people first-we'd love to meet you.

Apply today and help our members "Bank Healthy."

This is an onsite position.

HACU is an Equal Opportunity Employer.