Contact Center Manager

ABNB Federal Credit Union is dedicated to being the best place you will ever work, starting with our comprehensive employee benefits package, which features affordable medical, dental, and vision plans to support your well-being and future growth in addition to:

• Paid time off that begins accruing on your first day
• Enjoy 11 paid federal holidays each year, giving you more time to relax and recharge
• 401(k) matching up to 4% with immediate vesting, plus an additional 2% match with future vesting
• Company-paid short-term, long-term disability, and employee life and AD&D coverage
• A tuition reimbursement benefit which reflects our investment in your future
• Competitive pay along with opportunities for annual raises and promotions
• Paid community involvement opportunities offer rewarding chances to network, make a positive impact, and get involved in meaningful local initiatives
• A supportive environment which fosters an employee-centric in which workplace where growth and member relationships are prioritized

The Contact Center Manager is responsible for orchestrating the day-to-day remote member experience to ensure seamless access and a remarkable experience while delivering financial results aligned with business objectives. The manager leverages all remote channel solutions, develops sales plans, and sets priorities to achieve goals aligned with strategy. Responsible for driving overall sales with a 'hands-on' approach and proven leadership experience in a digital service and call center environment, coaches and mentors employees, and demonstrates a thorough understanding of and experience with e-service, online, and mobile banking and contact centers.

Key Responsibilities:

• Manages all Contact Center Channels; including but not limited to: Live Chat, Chat Bot Maintenance, Online Banking, Secure Message Center, Online Account Opening, E-Mail, Faxes, Inbound and outbound calls, etc. Develops and implements department action plans to support the overall Credit Union's strategic goals and objectives.
• Manages, coaches, develops, and evaluates all staff to ensure all departments are focused on and achieving service and production goals.
• Collaborates with the Training Department to ensure staff is properly trained on all Contact Center policies and procedures, products, and services, and are providing the best solutions for members in meeting their financial objectives and to support first touch resolution.
• Manages, monitors, and adheres to operational controls; including legal, corporate, and regulatory policies and procedures to ensure the safety and security of members and credit union assets. Analyzes and reports statistics and data to measure and monitor achievement of goals and standards.
• Drives member satisfaction. Assists members and employees with escalated service issues as needed and provides solutions/responses.
• Communicates recommendations for cost efficiencies and enhancements to products, processes, and services by monitoring trends in operational issues. Monitors expenditures and supports leadership in conforming to budgetary requirements.
• Proactively identifies and takes action to implement improvement in remote channel processes, reporting, and efficiencies for improved member experience. Collaborates with other departments and/or 3rd party vendors.
• Performs other duties as assigned.
  

Requirements:

• Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
• Experience: Three years to five years of similar or related experience. Previous experience leading a remote workforce is desired.
• Other Skills: Requires a strong working understanding of technology and how it can be used to deliver credit union services. Thorough knowledge of financial regulations, compliance rules, and policies/procedures highly desired. Possess good analytical abilities to make decisions and resolve problems. Possess good organizational and time management skills. Excellent written and oral communication skills, interpersonal skills to supervise staff and communicate effectively with the members. Must be able to operate office equipment and related software programs with average speed and accuracy. Must have the ability to commute to branch locations when needed; valid drivers license required.
• Physical Requirements: Physical qualifications include sitting at a computer for extended periods of time while wearing a headset; being able to lift/carry up to 10 pounds.
• Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
• Work Environment: Hybrid - In Office and Limited Remote

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, marital status, pregnancy, disability, or protected veterans’ status.