POSITION SUMMARY

Assists in overseeing contact center organizational, financial, operational, service and growth plans and staff to ensure success. Supervises the day-to-day activities in the Contact Center. Duties include hiring, developing, coaching and supervising the Virtual Banking Consultant I’s, II’s, III’s, and Contact Center Lead. Reviews conformance to deposit policies, maintains daily reports, opens accounts with members, and responds to member requests via phone, web chat, ATM with video banker and email.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• In the absence of the Contact Center Manager, is responsible for the operation of the Contact Center, including, but not limited to personnel, service and business performance.

• Partners with Contact Center Manager on developing the contact center business plan, goals and budget. Assists Contact Center Manager in reporting all operating results. 

• Selects, oversees, develops, trains and manages the performance of Virtual Banking Consultant I’s, II’s, III’s, and Contact Center Lead. Provides coaching and feedback to staff to assist them in achieving individual and team goals. Makes hiring decisions, writes performance reviews and submits compensation recommendations. Provides input on Human Resources related actions. Responsible for both individual and department results. Effectively manages staff coverage levels and coordinates work of employees. Performs routine and complex member transactions accurately and efficiently and responds to member requests, problems or complaints.

• Assigns, directs, and coordinates work of Virtual Banking Consultant I’s, II’s, III’s, and Contact Center Lead. 

• Ensures staff adhere to policies and procedures and identifies and makes recommendations to Contact Center Manager on policy and procedure changes. Provides regular reporting to management. Implements new or revised changes to procedures and processes. 

• Tracks and monitors call volumes and Contact Center performance indicators.

• Monitors calls to observe employee demeanor and technical accuracy, which impacts member service standards and delivery.

• Completes account-opening with members via the phone channel. 

• Performs and coordinates collections/negotiations on problem deposit accounts.

• Responsible for the achievement of cross sell goals from Virtual Banking Consultants and Contact Center Lead.

• Develops and facilitates product and services sales campaigns (including loans) to keep staff engaged, and ensure members are aware of CU product offerings.

• Actively participate in community relations efforts to contribute to the mission and visibility of Magnifi Financial.

EDUCATION AND EXPERIENCE

• Associate degree in business, finance or equivalent business-related field. Three years’ work experience in a financial institution and two years previous supervisory/manager experience in a customer service-related position; or equivalent knowledge and skills gained through a minimum of 6 years related work experience. Supervisory/Manager experience in a financial institution preferred.

WHO WE ARE

At Magnifi Financial, we offer a collaborative, friendly environment where we support our employee's growth and development, and create a positive work atmosphere. As a member-owned organization, we are focused on making dreams come true for our members. Our vision is enhancing the lives of members and community through strength, service and growth. Magnifi Financial has grown to more than 90,000 members, over $2 billion in assets, over 400 employees, and over 25 branch locations throughout Minnesota. But what hasn’t changed is our focus on the members and communities we serve.

BENEFITS

We are committed to investing in our team! Magnifi Financial offers benefits that help everyone achieve their full potential. Full-time employees are eligible for the following benefits (benefits with an asterisk are also available to eligible part-time positions):

• Opportunities for Training and Development *
• Leadership Development *
• Job Level Advancement (ability to move up in your position through training and development) *
• Tuition Reimbursement *
• 32 Hours Volunteer Paid Time Off *
• Paid Time Off - starting at 4 weeks per year for FT; prorated for PT *
• Medical
• Dental
• Vision
• Employer paid Life Insurance/AD&D
• Employer paid Disability Insurance
• Retirement Plan - Employer match up to 4%, eligible for annual profit sharing *
• Paid Parental Leave
• Bonus/Incentive Program
• Health and Wellness Programs *