Job Description

Job Location: Administration Building - Longview, TX 75605Responsible for managing activities for the Call Center and ensuring that member service objectives are well supported. . Ensures that professional relations exist with members and that reporting and informational needs are met.
Responsible for supervising, and scheduling Call Center personnel and ensuring that member service objectives are well supported. Assists in all training aspects of new personnel. Coordinates and presents product and sales training for existing personnel as necessary. Resolves member questions and problems regarding accounts as needed. Ensures that professional relations exist with members and that reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for effectively overseeing Call Center functions.
a. Ensures that all member questions and complaints are resolved in a timely manner.
b. Completes research and resolves documentation errors or discrepancies on complex member problems.
c. Ensures that Call Center operations further Credit Union strategic plans and are in accordance with established policies and procedures.
d. Monitors the financial performance of the Call Center and ensures that established budgets are met.
2. Assumes responsibility for the effective maintenance of Department records.
a. Ensures the accurate reporting of Customer Service activities to Senior Management.
b. Monitors timekeeping and payroll records.
c. Ensures that all department files are current, accurate, and well maintained.
3. Assumes responsibility for establishing and maintaining professional business relations with members and trade contacts.
a. Ensures that requests and questions are promptly resolved.
b. Monitors service delivery and ensures excellence in service levels.
c. Ensures that deadlines are met.
d. Promotes goodwill and a positive image of the Credit Union.
4. Effectively supervises Call Center personnel, ensuring optimal performance.
a. Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.
b. Oversees the activities of Call Center Representatives.
c. Assigns, schedules, and coordinates personnel. Directs daily operations.
d. Identifies, develops, and implements training programs as appropriate. Ensures that Call Center Reps are thoroughly trained in all Credit Union products and services.
e. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
f. Ensures that staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary.
5. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Attends and participates in meetings.
c. Completes special projects as assigned.

QualificationsQUALIFICATIONS
EDUCATION/CERTIFICATION:
High school graduate or equivalent.
Bachelor’s degree preferred.
Additional computer and member service training preferred.
REQUIRED KNOWLEDGE:
Strong understanding of member service principles.
Knowledge of working with many products and services in a credit union or financial institution environment.
EXPERIENCE REQUIRED:
Two or more years of related Customer Service or Call Center experience.
SKILLS/ABILITIES:
Basic accounting skills.
Good motivational and leadership skills.
Able to organize multiple projects.
Solid oral and written communication abilities.
Able to use all related software applications.