Job Description

JOB SUMMARY

Guide and manage a virtual branch office in providing quality service to members in account transactions, loan applications, and servicing member accounts. Solve problems within established policies and guidelines. Manage Contact Center or a branch with less than ten full-time employees.

ESSENTIAL FUNCTIONS

Leadership & Team Management

• Supervise and lead a team of call center representatives, ensuring high-quality member service.
• Recruit, train, coach, and evaluate call center staff performance.
• Schedule shifts and manage daily staffing levels to meet call volume demands.
• Foster a culture of accountability, collaboration, and continuous improvement.

Member Service & Support

• Ensure members receive prompt, courteous, and accurate assistance via phone, chat, and other digital channels.
• Resolve escalated member concerns with professionalism and empathy.
• Monitor interactions for quality assurance and compliance with credit union standards.

Performance Monitoring & Reporting

• Analyze call center metrics (e.g., call volume, answer rate, wait times, resolution time).
• Report key performance indicators (KPIs) to senior leadership.
• Use data to identify trends, forecast staffing needs, and recommend process improvements.

Process Improvement & Efficiency

• Identify gaps in call center workflows and propose system or process enhancements.
• Collaborate with IT and Operations teams to implement call routing, CRM, or phone system upgrades.
• Develop scripts, procedures, and FAQs to standardize responses and reduce average handle time.

Training & Development

• Create and maintain onboarding and continuing education programs for call center staff.
• Conduct regular coaching sessions and knowledge checks to ensure compliance and service excellence.
• Partner with department heads to deliver cross-training on products, services, and digital tools.

Compliance & Risk Management

• Ensure adherence to all federal regulations (e.g., Reg E, BSA, Privacy Act) and internal policies.
• Maintain secure handling of member information in line with data security protocols.
• Prepare for audits by documenting procedures, training records, and call monitoring results.

Technology & Vendor Coordination

• Work with telecom providers, core processors, and software vendors to maintain system uptime and performance.
• Test and troubleshoot technical issues affecting phone systems, ITMs, or digital channels.
• Support the implementation of future enhancements like video banking, AI chat integration, ITM services, etc.

Member Experience Strategy

• Drive a member-first culture through empathy, efficiency, and effective problem-solving.
• Gather feedback from members and staff to improve service delivery.
• Contribute to member retention and satisfaction initiatives.

COMPETENCIES/SKILLS

· Leadership

· Decision Making

· Excellent Written and Verbal Communication

· Ethical Conduct

· Problem Solving

· Organizational Skills

· Technical Capacity

REQUIREMENTS/QUALIFICATIONS

· High School Diploma or Equivalent

· Management experience preferred

· 6 Months Member Service Experience Preferred

· Credit Union experience a plus

· Call Center experience is a plus

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers/scanners, filing cabinets, 10-key calculator, and fax machines. The position requires manual dexterity, and the ability to lift files and open filing cabinets. The employee is required to stand, walk, sit, reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl as necessary.

The employee must be able to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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