Remote / Virtual
Job Description
Are you passionate about making a positive impact in the community you live in? Do you want to be on the forefront of paving the way to financial freedom for the members we serve? At GECU, our Core Values drive our Culture: Advocate, Integrity, Accountable, Dedicated and Passionate. Come grow your career with an award- winning team!
BASIC RESPONSIBILITIES
Responsible for training, coaching, developing, and monitoring the performance of the staff to ensure that the membership is being served quickly and efficiently. Assists in, and helps develop plans to improve the efficiency and dynamics of Contact Center.
TYPICAL DUTIES
Provide enthusiastic, professional and courteous service to GECU members and non-members.
Understands the overall functions of the various departments in the credit union.
Provides a broader view for employees through leadership, mentoring, and support through appropriate supervisory decisions.
Responsible for performing all duties and functions of a Contact Center Representative. Performs all incoming telephone related functions in the event of large call volumes.
Promotes a positive work environment that stimulates productivity. Ensures the department and equipment are operational and well maintained, clean, comfortable and safe.
Assists managers with the day to day management of Contact Center operations to include scheduling of staff, lunch rotations, department meetings, and training. Ensures service levels remain acceptable, and takes necessary action to implement measures when service levels drop below established targets.
Supervises Contact Center personnel and maintains thorough documentation on all direct reports, both at OPS and Work from Home.
Assists in hiring, developing and retaining qualified individuals for the Contact Center area. Provides guidance for employee issues including, but not limited to: scheduling, leave requests, coaching, mentoring, developing and training.
Ensures evaluations are completed and administered within appropriate evaluation period. Recommends employee salary increase and when applicable, incentive bonuses.
Works closely with the trainers to enhance training programs and to ensure the programs are accurate and reflective of department needs.
Provides assistance and direction to agents including but not limited to: account information inquiries, new accounts, CD maintenance, loan referrals, remote channels (online banking, Telephone Audio Response System, and Chat), document processing, member escalations, and VOE student development.
Assists management with initiatives regarding the organizing, developing, communicating, planning and staffing of the Contact Center.
Acts on behalf of management in management’s absence in some situations.
Maintains professional working relationship with employees and members. Must interact with management and peers in a service-oriented manner. Builds relationships with other member impact areas of Credit Union (i.e.: Member Service Officers, Branch Operations, etc.)
Becomes well versed in the use of call monitoring software. Monitors quality of department calls; call value and relationships between delivery channels.
Exercises considerable discretion and judgment. Uses problem solving techniques, sound judgment, experience, and job knowledge to resolve issues in an efficient manner.
Assists in the preparation of report containing important statistical data on departmental growth, and Contact Center and employee performance.
Answers questions and takes ownership for resolving members’ requests and problems by either resolving them personally or facilitating resolution through appropriate employee or department.
Ensure compliance on a day to day basis within the areas of your responsibility and ensure that employees will receive the necessary training to comply with applicable regulations, to include Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Member Identification Program (MIP), and Office of Foreign Asset Control (OFAC), which apply specifically to their job.
Other duties as may be assigned or required in connection with the general operation of the credit union.
Requirements
CRITICAL KNOWLEDGE, SKILL AND EDUCATIONAL REQUIREMENTS
High school diploma or equivalent and two years similar or related experience.
Detailed knowledge of all credit union products and services.
Detailed knowledge of the credit union’s procedures for maintaining member records.
Detailed knowledge of Contact Center, lending and new account software and hardware (i.e. phone systems, call management systems, agent observation tools).
Detailed knowledge of Contact Center dynamics, analytics, metrics, and goals.
Through understanding of the flow of transactions through our data processing system.
Detailed knowledge of Contact Center procedures.
Basic skills such as typing, calculators, personal computer and software used in department.
Ability to perform to work in a fast-paced environment with multiple interruptions.
Ability to make decisions within policy as well as exercise good judgment outside of written policy.
Capability of handling upset members in a tactful manner.
Requires sitting the majority of the day, lifting up to 10 pounds, bending, squatting, twisting, kneeling and reaching above shoulder level occasionally; reaching below shoulder level frequently.
PRIMARY RESPONSIBILITY
Providing quality service is the primary responsibility of this position. Quality service means treating members and coworkers with respect and courtesy at all levels whether in person or by telephone as outlined in the Employee Handbook.
Required Availability: Monday - Friday: 8:00 a.m. - 5:30 p.m., Saturday: 8:00 a.m. - 12:15 p.m., ROTATING SCHEDULE DURING THESE HOURS TO MEET DEPARTMENT AND MEMBERSHIP NEEDS.
DISCLOSURES
This application is valid for 12 months. After that date, unless otherwise notified, please understand that your status as an applicant will end. You may re-apply for employment in the future by completing a new application.
All correspondence regarding the processing of the application will be sent via e-mail to the address provided on the application. Please ensure spam filters are set accordingly to prevent e-mails from going to the Junk Mail/Spam folder
Location
Ops Center, El Paso, TX
Salary Information
$24.81 - $3722 Per Hour
