Member Contact Center Service Manager

Description

Employment Type: Full-Time, Hybrid #LI-HYBRID

This Member Contact Center Service Manager position starts at $85,128.16 annually with an uncapped incentive opportunity based off individual performance. We also offer the following benefits for all employees: 401k, Paid Holidays, Paid Time Off, Paid Volunteer Hours, and an Advia Sponsored Wellness Program.

What you should know about the role

The most essential function of this position is to assist the credit union members in experiencing the Advia advantage. This is accomplished by providing outstanding sales and service to both internal and external members as defined by our Mission and Vision as well as living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core. The Member Contact Center Service Manager is accountable for inbound service, managing and developing short- and long-term strategic planning goals, as well as managing all aspects of the service operations through partnership with the Member Contact Service Assistant Managers.

What you should know about Advia
Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States. We serve almost 200,000 members with assets over $3 Billion. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying \"work hard, play hard.\" As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

Major Duties and Responsibilities

• Manages team to maximize productivity, efficiency, and the potential of the human assets of Advia, including monitoring performance, performing monthly quality call reviews, coaching, mentoring, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work guidelines. Appraise performance and provide recommendations for promotion, disciplinary action, and termination, as appropriate. Assists all direct reports with growth and development that aligns with each team member's Individual Development Plan (IDP).
• Provides oversight of the Member Contact Center to obtain ambitious sales goals and meet service expectations through new technology deployment, reporting & analytics, and process enhancements for efficiency.
• Works with the Director and Senior Management to develop strategies for market growth, profitability, and efficiency. Actions and executes on these strategies to meet and exceed sales and service goals.
• Reviews daily, weekly, and monthly reports outlining key departmental and team member metrics. Provides additional ad-hoc reporting upon request. Partners with support departments to develop process efficiencies to reduce cost and increase member experience.
• Partners with the Schedule and Reporting Specialist to understand staffing trends and business needs along with the Member Quality Specialist to ensure that quality standards are being met. This may include making adjustments and rolling out changes as necessary.
• Ensures that service standards and sales metrics are met. This may involve answer member calls, taking escalations and gathering information to support your team.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Requirements

Experience

Five years to eight years of similar or related experience, including preparatory experience.

Education/Certification/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.