Contact Center Representative

A bit about us:

Small bank in Reston, VA seeking a Contact Center Manager to manage a team.

Why join us?

Great benefits:
401k
Medical
Dental
Vision
PTO

Job Details

Responsible for directing Contact Center activity to meet established goals for service, sales, productivity and
quality of work. Directly responsible for the development and management of inbound and outbound strategies,
as well as the effective management of all ticketing and chat systems. Oversees and directs the outsourced call
center operations. Manages the phone system vendor relationship and troubleshoots phone issues.
Trains and motivates staff. Handles escalated member issues.

• Directs daily operations of the Contact Center and supervises employees.
• Hires, trains, assigns, disciplines, conducts performance appraisals, and administers salary adjustments and/or

promotions. Oversees the performance of the external call center.

• Effectively plans, organizes, directs, analyzes, and evaluates staff and processes to solve business

issues and to develop solution-oriented recommendations.

• Handles member escalation calls and backs up Contact Center as needed.
• Works with managers, staff and other employees to meet members' needs in a responsive,

efficient manner across departments/branches.

• Provides service and sales support, training, coaching, recognition and subordinate development

to all staff.

• Maintains system solutions for business issues related to the Contact Center Vendor and to enhance

service delivery.

• Responsible for all regulatory compliance within the Contact Center. Monitors/records calls and

spot checks tickets/chats to ensure staff adherence to compliance/security policies.

• Maintains accurate statistical records and dashboards of department activity and relevant

information.

• 2-5 years of similar or related experience.
• Education A college degree or relevant work experience.
• Ability to deal effectively and tactfully with members, vendors, and staff.
• 2+ years with personal experience in member services, operations, and/or lending.
• Demonstrated in-depth knowledge of CU products, services, and procedures.
• Knowledge of lending policies and programs helpful.
• Previous telephone sales experience with outbound sales programs.
• Experience with ticketing and chat management.
• Live Person experience helpful. PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet.

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