What are the responsibilities and job description for the Credit Union Service Excellence Lead position at Summit Credit Union?
Overview
The Sales and Customer Experience Manager role is a pivotal position within Summit Credit Union, focusing on enhancing member satisfaction, loyalty, and retention. This involves developing and coaching Member Relationship Specialists in the Contact Center to deliver exceptional service and sales results. The key outcomes of this position include achieving service levels, quality standards, and sales goals through effective leadership, motivation, and empowerment. Furthermore, regular monitoring, evaluation, and identification of areas for improvement are crucial to drive performance and recognition. Additionally, proper staffing levels are ensured through accurate resource scheduling. Employee growth and development are also prioritized through day-to-day direction, coaching, training, and development.
Capability Requirements
The Sales and Customer Experience Manager role is a pivotal position within Summit Credit Union, focusing on enhancing member satisfaction, loyalty, and retention. This involves developing and coaching Member Relationship Specialists in the Contact Center to deliver exceptional service and sales results. The key outcomes of this position include achieving service levels, quality standards, and sales goals through effective leadership, motivation, and empowerment. Furthermore, regular monitoring, evaluation, and identification of areas for improvement are crucial to drive performance and recognition. Additionally, proper staffing levels are ensured through accurate resource scheduling. Employee growth and development are also prioritized through day-to-day direction, coaching, training, and development.
Capability Requirements
- Associate's degree in Business Administration, finance, or a related field, or equivalent experience required.
- Minimum of five years' experience in a sales and customer service environment, with three years of supervisory experience.
- A combination of three to five years' experience in contact centers, process improvement, and staff development.
- Professional written and interpersonal communication skills.
- In-depth knowledge of PTM systems.
- Ability to lead individuals and teams toward high performance in a collaborative manner.
- Basic mathematical skills, including interest, pay-off, dividend, and certificate penalty calculations.
- Basic to intermediate knowledge in Microsoft Office applications.
