Support Center Manager

Job Description

Job Description

We request that an application is completed to help us make the best possible placement. You should complete all portions of this application that pertain to you. We appreciate the time you spend in completing this form.

If offered employment and accepted, you are required by law to show proof of eligibility to work in the USA.

If offered employment and accepted, you are required by law to show you are 18 years of age or over.

Erie Federal Credit Union is an Equal Opportunity Employer.

GENERAL SUMMARY : Responsible for delivering high standards of member service to members by making the most effective and efficient use of Support Center staff and technology resources. Manage, direct, supervise and evaluate Support Center workflow. Ensure that the Support Center policies and procedures serve the credit union and its members.  Oversee Support Center staff and provide coaching and guidance.  Ensure strict compliance with state and federal rules and regulations in all credit union practices. 

• Maintain a well-trained, highly motivated staff.  Ensure the courteous and considerate interface with members and co-workers at all times. Provide mentoring and coaching to support and develop Support Center staff.

• Evaluate, monitor, direct, and supervise the work in the Support Center to ensure the smooth and efficient flow of work.  Ensure proper levels of resources are available to meet member demand.

• Evaluate system for technology utilization to develop employee and member interaction for providing world class service.

• Responsible for functional analysis and change management for development and process improvement of the Support Center. Plan and coordinate implementations.

• Maintain the telephone system, ensuring that calls are coming in correctly.  Determine productivity standards to reflect the traffic and volume of calls.

• Ensure Support Center Representatives are following credit union policies and procedures, utilizing Synapsys, and are in compliance with federal laws and regulations set forth by the NCUA and other regulatory agencies.

• Ensures member and prospective member emails are being responded to in an appropriate and timely manner.

• Answer Support Center Representative questions and concerns.

• Research and solve complex member questions, problems and complaints concerning credit union accounts.  Serve membership by providing service and information in a pleasant, professional, and efficient manner via telephone or correspondence. 

• Monitor the progress of individual employees in meeting their established monthly goals, and take any corrective action.

• Create and maintain a cross-selling environment.  Coach and coordinate training for employees to consistently maintain and improve skills and knowledge for service efficiency and sales growth resulting in outstanding service-delivery.

• Responsible for providing reports on various aspects of Support Center data, trends and performance to the Management Team.

• Conduct regular Support Center meetings to discuss changes in procedures, new developments in products or service, present general information, and discuss areas needing improvement.

• Assist in the recruitment and selection of qualified staff, ensuring the department is adequately staffed.

• Train and provide support to Support Center Representatives in all products, policies and procedures.

• Promote staff development through performance evaluations, goal setting, and training. 

• Maintain knowledge of all Credit Union products and services.

• Maintain current knowledge of and compliance with all Credit Union policies and procedures, including compliance with the Bank Secrecy Act and all federal laws and regulations as set forth by the NCUA and other regulatory agencies.

NOTE: The list of essential functions is not exhaustive.  It may be supplemented as necessary.

ADDITIONAL FUNCTIONS

• Attend meetings, conferences, seminars and training courses relating to areas of responsibility.

• Professional, well-developed interpersonal skills necessary for supervising support center staff and interacting with members and co-workers.

• Superior phone and problem solving skills required.

• Completion of high school education.

• At least two years of experience in a support center department required.

• Supervisory and employee coaching experience preferred. 

• Proven experience in creating and analyzing support center metrics for reporting and accountability preferred.

• Requires intermediate mathematical skills (concepts and calculations involving decimals, fractions, percentages, etc.).

• Requires PC and internet proficiency and knowledge of the Microsoft Suite and other web browsers.

• Ability to multitask and prioritize in a fast-paced and often high stress environment. 

PHYSICAL REQUIREMENTS

Sitting = Continuous                                               Crawling = Occasional
Standing = Frequent                                               Climbing = Occasional
Walking = Frequent                                                 Balancing = Occasional
Driving an automobile = Occasional                       Reaching Overhead =Occasional
Lifting/Carrying = Occasional                                  Reaching Forward = Occasional  
Amount of Weight = 15 to 25 lbs.                 Kneeling = Occasional
Squatting = Occasional                                           Push/Pull = Occasional
Bending = Occasional                                             Twisting = Occasional?