Call Center Manager

Our Company

At Raiz FCU, we share a passion for knowledge and a pursuit of growth. Grounded in our El Paso heritage as previously Teachers Federal Credit Union, since 1936 we are growing to help our community move into the future. We are inspired people, invested in you. At Raiz, we guide our members to focus on what could be and help them get there. This new path inspires us to look ahead and the lead the way with passion.

Job Overview

This position reports to the Vice President of Operations. This position requires some who is passionate about member experience. As the Call Center Manager, you will provide education and assistance for members with our services through multiple channels to include chat and secure messages. The Contact Center Manager will empower, uplift, and impact the call center team to provide members the full range of Credit Union products and services including lending products and depository accounts such as checking, savings, certificate, IRA, loan and investment accounts. Increase productivity of department by implementing relevant employee training, establishing team development goals, and eliminating inefficiencies through analyzing relevant data. As a digitally focused leader, the role encompasses a commitment to training and coaching staff not only in the seamless utilization of digital channels and services but also in the understanding of the technology employed within the organization. Assist with outside marketing and promotional activities for members and potential members through business development, financial presentations, trade shows and local events. This position requires an empowering mentor that will be:

• A trusted expert
• A natural communicator
• A champion for our members and the community
• A guide through the moments that matter the most to our members
  
  

Position Details

1241 Pullman Dr., El Paso, TX 79936

Salaried, Full-Time

Salary Range

$64,024.00-$96,036.00

Skills And Experience

• Education – Bachelor’s degree in business, management or related field
• Required Experience – Five years of financial experience in contact center. Five years management experience to include at least one year of managing through subordinate supervisors.
• Demonstrated leadership and interpersonal abilities
• Obtain FiCEP Certified Credit Union Financial Counselor (CCUFC) certification within twelve (12) months of position start date and maintain recertification as needed
• Experience in leading a diverse and complex operational environment while using good judgement to make sound decisions
• Knowledge and auditing of applicable federal regulations governing consumer lending, credit cards, mortgage, equity loans, savings and checking to fulfill NCUA’s requirements
• Deep understanding of retail banking industry best practices, industry concepts, related laws and regulations
• Must have excellent interpersonal, conflict resolution, and communication skills, including the ability to interact diplomatically with staff, management, vendors, and members; proficiency in effective verbal and written communication
• Adaptability to effectively organize, plan, and manage time while applying critical thinking and problem-solving skills
• Detail-oriented and ability to manage multiple priorities independently and/or in a team environment
• Data driven to understand complex financial information from data, to include the ability to analyze key performance indicators and reports identifying business performance, forecasting, and trends
• Proficient in Microsoft Office and web-based applications
  
  

Role Description And Essential Duties

• Contact Center Operations - Keeps abreast of trends and operational innovations applicable to day to day operations and organizational strategies. Meets with department leads systematically to evaluate and redefine goals for effective operations. Ensures that achievement of departmental goals and objectives are achieved.
• Optimal Omnichannel Performance - Provides leadership and assistance to Contact Center Assistant Manager and personnel through effective objective setting, delegation, communication, coaching and recognition. Conduct staff meeting as required. Inform personnel of policy, procedural, and legal changes. Discusses areas needing improvements.
• Coordination and Working Relationships - Assists personnel and management as required. Keeps management informed of active and of any significant problems and concerns. Initiate efforts and plans to ensure NPS and internal service level ratings.
• Member Experience - Oversees transactions via phone, chat and face to face if necessary. Provides guidance and answers questions related to credit union and all other related services. Supports cross-selling efforts and solves problems.
• Professional Relations – Seeks ways to improve internal service and/or delivery systems. Adapts to business changed readily and enthusiastically. Participates in credit union activities that further Raiz presence in our membership communities. Active participant of change control group to ensure all new processes are aligned with the strategic vision of the credit union.
• Member Education: Acting as an empowering mentor to provide guidance to our members and building trust. Demonstrate the ability to give sound advice considering our members’ best interests. Understand training needs to develop future leaders in the organization. Create mentorship routes to guide team members into a successful career path.
• Constant Communication - A natural communicator who will take the time to discover the member’s goals and identify needs and feature benefit advantages. Assist members with understanding complex and intimidating topics to empower them in making well informed financial decisions. A crucial member of incident response team who will help bring understanding and resolution to problems by providing constant feedback via the omnichannel. A crucial member of incident response understanding and resolution through constant feedback via the omnichannel.
• Data Driven – Uncover trends, improve service levels, and target areas of opportunity through analysis and consolidation of data from different sources. Ability to forecast and schedule according to past trends.
• Compliance - Complies with all Bank Secrecy Act (BSA) rules and regulations, in addition to Customer Identification Program (CIP). Attends required annual BSA training and required compliance training.
• Assists with other duties as assigned or identified.