Responsibilities

Department hours are 7:30am-6:30pm Mon-Fri, shift will vary within these hours.

Ability to work a hybrid remote schedule, however must be located within the DFW area.

SUMMARY

Direcly supervises up to 13 employee's (Member Service Representatives) in the Member Service Center for the Credit Union.

Receives calls at establishment, determines nature of business and directs callers to destination or implements transaction by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Directs activities of workers engaged in implementing and performing functions of the department. Provides support and assistance to employees in the department.

• Monitors call volume and member hold times, to ensure abandon calls are at a minimum and member inquiries are answered in a timely manner.

• Tracks Member Service Representative (MSR) performance and availability via reports, call monitoring, and coaching sessions.

• Answers telephone and processes daily transactions (or services) for members such as balance inquiry, transfer of funds, history information, stop payments or photocopy of check(s), etc. Other duties include wire transfers, payment adjustments and research and resolution of member concerns.

•  Assists with escalated phone calls

• Stays abreast of the features and benefits of all credit union products and services.

• Helps ensure appropriate staffing daily in the Call Center, organize MSR schedules and make changes to current schedules that will ensure staffing does not interrupt Call Center operations. Must be available to work opening, mid-day and/or closing shifts.

• Assists the Call Center Manager or other members of the Call Center Management team with conducting weekly staff coaching sessions, hiring, disciplining, and evaluating staff performance. 

• Assist in the hands on training of new hires after their completion of their corporate training program.

• Performs a variety of administrative duties.

 The pay for this position starts at $55,000 annually and is based on experience.

Qualifications

EDUCATION and/or EXPERIENCE

Bachelor's degree (B. A.) from four-year college or university; or two years related supervisory experience; or equivalent combination of education and experience.

Advancial Federal Credit Union is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity PostersAdvancial Federal Credit Union participates in the Electronic Employment Verification process. Please click here for more information.If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please complete the form below. If you’d like to view a copy of the company’s affirmative action plan, please complete this form.

Overview

Founded in 1937, Advancial is one of the oldest and largest credit unions in the country. We are an established and proactive full-service financial institution providing personal, convenient and advanced financial services to individuals and select group partners. Our mission is to create lasting value for our members through superior service, quality products, and innovative solutions.

At Advancial, we always strive to provide the best service and products to our members because we love what we do. We work together to build a culture that promotes a positive employee experience. We’ve been named a Best Company to Work for in Texas for 12 consecutive years and a Best and Brightest Company to Work For nationally and locally because we’re serious about building fulfilling careers and not just day jobs.

We invite you to learn more about this position and what Advancial has to offer by completing our online application.