Member Contact Center Lead - Call CenterPermanent
Texas, San Antonio - 78215Job Simplification
The announced job offer is made public by the firm: River City Federal Credit Union and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Texas at the city San Antonio, in the country US - at this current ZipCode: 78215
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
Member Contact Center Lead - Call Center
Department: Member Contact Center
Reports To: Retail Operations Manager
Supervises Indirect: 4
Role:
Assists the Retail Operations Manager with maintaining an efficient and highly trained call center team to ensure established goals are met. Monitors staff and provides professional, accurate, and on-going support and training. Work with the Retail Operations Manager to ensure all activity in the Member Contact Center, including E-Services and Card Services meet established goals for service, sales, productivity and quality of work.
Essential Functions & Responsibilities:
40%
Assists the Retail Operations Manager in supervising and monitoring the Member Contact Center staff to ensure all services are delivered within established quality standards.
35%
Assist with overseeing e-services related functions to ensure delivery and service standards are met. This includes, but is not limited to, online secure messaging, online banking, inquiries by email, mobile app, bill payment and card services.
10%
Provides on the job training, monitoring, recognition and coaching to the MCC staff when appropriate. Creates and follows established processes for the Member Contact Center.
5%
Serves as the first escalation level for the department.
5%
Provides call support for the Member Contact Center inbound queue, as needed in order to meet established metric guidelines.
5%
Performs other duties as assigned.
Performance Measurements:
1. Maintains a high level of product knowledge and customer service skills.
2. Develops and maintains a highly trained staff by providing professional and accurate support to all members and staff.
3. Completes and reviews daily, weekly and monthly reports accurately and by established deadlines.
4. Maintains user accounts for online, mobile and bill pay to ensure data is accurate and up-to-date.
5. Reviews and completes accurate account maintenance and service requests, including monetary transactions on member accounts.
6. Provides staff and members with accurate, professional and timely responses to inquiries including those requiring research.
Knowledge and Skills:
Experience
Two years to five years of similar Lead or call center experience. Experience in banking strongly preferred.
Education
A high school education or GED.
Interpersonal Skills
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Other Skills
Excellent telephone skills including a professional vocal demeanor. Ability to handle difficult situations with tact, empathy and professionalism. Excellent written communication and organizational skills. Ability to apply analytical skills in making decisions that are for the protection of the member and the credit union. Must be detail oriented with the ability to multi-task quickly and accurately in a fast-paced environment. Proficient PC skills in a Windows environment and various internet browsers. Working knowledge of mobile devices and applications. Bilingual in Spanish is preferred.
Physical Requirements
May be required to lift up to 60 lbs.
Work Environment
Office setting, sitting most of the day.
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Weekend availability
Ability to commute/relocate:
San Antonio, TX 78215: Reliably commute or planning to relocate before starting work (Required)
Experience:
Call Center Team Lead: 2 years (Required)
Customer Service: 1 year (Required)
Banking: 1 year (Preferred)
Language:
Spanish (Required)
Work Location: One location
Department: Member Contact Center
Reports To: Retail Operations Manager
Supervises Indirect: 4
Role:
Assists the Retail Operations Manager with maintaining an efficient and highly trained call center team to ensure established goals are met. Monitors staff and provides professional, accurate, and on-going support and training. Work with the Retail Operations Manager to ensure all activity in the Member Contact Center, including E-Services and Card Services meet established goals for service, sales, productivity and quality of work.
Essential Functions & Responsibilities:
40%
Assists the Retail Operations Manager in supervising and monitoring the Member Contact Center staff to ensure all services are delivered within established quality standards.
35%
Assist with overseeing e-services related functions to ensure delivery and service standards are met. This includes, but is not limited to, online secure messaging, online banking, inquiries by email, mobile app, bill payment and card services.
10%
Provides on the job training, monitoring, recognition and coaching to the MCC staff when appropriate. Creates and follows established processes for the Member Contact Center.
5%
Serves as the first escalation level for the department.
5%
Provides call support for the Member Contact Center inbound queue, as needed in order to meet established metric guidelines.
5%
Performs other duties as assigned.
Performance Measurements:
1. Maintains a high level of product knowledge and customer service skills.
2. Develops and maintains a highly trained staff by providing professional and accurate support to all members and staff.
3. Completes and reviews daily, weekly and monthly reports accurately and by established deadlines.
4. Maintains user accounts for online, mobile and bill pay to ensure data is accurate and up-to-date.
5. Reviews and completes accurate account maintenance and service requests, including monetary transactions on member accounts.
6. Provides staff and members with accurate, professional and timely responses to inquiries including those requiring research.
Knowledge and Skills:
Experience
Two years to five years of similar Lead or call center experience. Experience in banking strongly preferred.
Education
A high school education or GED.
Interpersonal Skills
A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
Other Skills
Excellent telephone skills including a professional vocal demeanor. Ability to handle difficult situations with tact, empathy and professionalism. Excellent written communication and organizational skills. Ability to apply analytical skills in making decisions that are for the protection of the member and the credit union. Must be detail oriented with the ability to multi-task quickly and accurately in a fast-paced environment. Proficient PC skills in a Windows environment and various internet browsers. Working knowledge of mobile devices and applications. Bilingual in Spanish is preferred.
Physical Requirements
May be required to lift up to 60 lbs.
Work Environment
Office setting, sitting most of the day.
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Weekend availability
Ability to commute/relocate:
San Antonio, TX 78215: Reliably commute or planning to relocate before starting work (Required)
Experience:
Call Center Team Lead: 2 years (Required)
Customer Service: 1 year (Required)
Banking: 1 year (Preferred)
Language:
Spanish (Required)
Work Location: One location
Employer Overview
River City Federal Credit Union
Texas, San Antonio - 78215- Agency