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Role Description

To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.

LOCATION: Remote in MACU Footprint

SCHEDULE: Typically 10am-8pm Monday-Friday, schedule may change based on business need

• Rotation Saturdays
• Rotation Sundays

To be effective, an individual must be able to perform each job duty successfully:

• Coaches and trains call center agents regarding sales and servicing techniques.
• Educates external members regarding products and services.
• Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
• Assists in the budget and departmental planning sessions driving innovation / improvements across the department.
• Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.
• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
• Holds approval authority in making business decisions related to call center agents supervised.
• Performs other duties as assigned.

Qualifications

• Three years of similar or related experience.
• Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent.

Requirements

• Basic computer operating skills.
• Advanced skills in Microsoft Office (Outlook, Word, Excel).
• Good knowledge and confidence in working with Symitar.
• Type a minimum of 35 words per minute.
• 10-Key experience.

Benefits

• Managerial responsibilities that are assigned and overseen by area manager.
• 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.

Physical Abilities / Working Conditions

• Physical Demands: Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently.
• Vision Requirements:
  • Close vision (clear vision at 20 inches or less).
  • Distance Vision (clear vision at 20 feet or more).
• Weight Lifted or Force Exerted: Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally.
• Environmental: There are no unusually environmental factors.
• Noise Environment: Moderate noise (business office with computers and printers, light traffic).

***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***

Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.