Contact Center Experience Manager

Mission:

In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and security into every financial solution.

Culture Competencies: S.T.R.I.V.E

• Maintains our members' and employees' trust by safeguarding their financial data and information.
• Values and respects everyone's abilities, opinions, and feedback to achieve trust, safety, and well-being in a friendly, welcoming, and cooperative environment. Actively devoted to our motto of "better together."
• Is honest, professional, authentic, and genuine in creating relationships that are uncompromising and true to ethical principles.
• Generates innovative ideas, supports change, provides new efficient solutions, and solves problems creatively while balancing risk.

General Summary

Under general supervision but in compliance with Credit Union policies and procedures, manages the day-to-day organization and direction of either the Contact Center or Branch Experience team. Ensures that MSR's provide a world-class member experience during every interaction. Ensures member transactions, member inquiries and other duties as assigned are processed in an efficient and effective manner consistent with credit union policies, practices, and goals.

Major Duties and Responsibilities

• Participates in the development of departmental business plans, goals, strategies, and tactics.

• Ensures sales and service goal expectations and achieved at the individual level.

• Manage call center queues to ensure staffing is sufficient to meet member needs.

• Develops and executes a staffing plan, coordinating experience team assignments for Branches or Contact Center ensuring adequate coverage.

• Assists in developing and administering the retail budget.

• Maintains Expertise in Credit Union Functions, Retail Duties, Knowledgebase, and Regulations. Complies with all applicable Rules, Regulations and Statutes of the NCUA and other appropriate governing bodies to include but not limited to the Credit Union Bylaws, Credit Union Code of Conduct, Credit Union Employee Guidebook, Bank Secrecy/Anti-Money Laundering Act, Fair Housing Act, Fair Lending Act, and Fair Credit Reporting Act.

• Executes Business Continuity Plan in disaster situations.

• Conducts employee reviews, evaluates performance, and provides constructive feedback. Presents performance reports to staff for coaching opportunities and feedback.

• Builds and maintains excellent employee relations and team spirit.

• Develops and executes a communications plan to include consistent meetings to include consistent meetings as required.

• Oversees high-quality service to all internal department staff and members. Escalates issues in accordance with retail processes.

• Leads the recruiting, hiring, and coaching of staff.

• Collaborates with the Operations Manager and HR to develop and execute training plans.

• Develops reports for individual goals and metrics.

• Monitors and inspects staff compliance with regulations, policies, and procedures and reports any gaps to VP, Retail Operations.

• Coordinates with marketing to fully participate in events and promotions.

• Coordinates with Human Resources for timely resolution of personnel issues.

• Handles member escalations and staff overrides.

• Ensures awareness of physical security policies.

• Understands the challenges of the positions.

• Develops and executes a succession plan for Assistant Managers.

• Leads departmental troubleshooting of critical systems and escalating issues to IT, as necessary.

• Participates in Leadership and Management Training to continuously develop and maintain skills and competencies.

Non-essential Duties & Responsibilities

Other duties as assigned.

Education:High school diploma or equivalent and (5) five years relevant experience or bachelor's degree in business or related field.

Experience: Three (3) years of supervisory/managerial responsible experience in a contact center environment with prior consumer lending, teller operations, new accounts, wires, ACH, and other banking related regulatory operations required.

Skills: Exceptional customer service, math and analytical skills required. Ability to manage multiple tasks and supervise multiple people in a challenging environment. Excellent critical thinking skills required. Proficiency with PC applications such as Outlook, Word and Excel required.

Communication: Excellent oral and written communication skills required. Ability to communicate in a professional and effective manner with all levels of credit union staff, vendors, board members, and members.

Supervisory: Minimum of (3) years of managerial experience required.

Salary Range: Staunton/Verona/Harrisonburg VA ($60,969.44 - $91,454.16)

Benefits: We provide competitive salaries and offer exceptional benefits: Health Insurance including Medical, Dental, Prescription, Vision, 401(k) Retirement Plan, Incentive bonus, 12 Holidays, 15 Vacation days, 9.75 Sick days, Flexible Spending Account, Life Insurance, Free parking or Metro Smart Benefits and Tuition reimbursement.

Equal Opportunity Employer/Veterans/Disabled

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.