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Manager
Patelco
Merced, CA, United States
Job Details - this job has expired, please see similar jobs below
Overview
We’re here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you’re looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you.
About Patelco Credit Union
Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom.
The Opportunity
The Manager, Member Contact Center will have direct oversight 4-6 direct reports and multiple teams and functions including general servicing, card services, new accounts and loans, eservices, and quality assurance. The Manager will support the VP of the Member Contact Center in driving a vision that is aligned with the credit union’s mission and focused on member care and quality, workforce planning, recruiting, coaching, and training. A strong commitment to excellence is demonstrated through continuous staff development, enhancing employee engagement, and consistently modeling and driving superior member service.
Responsibilities
• Responsible for human resource objectives of recruiting, training, counseling, compensation actions, writing and delivering annual performance reviews, and enforcing policies and procedures.
• Monitors contact center trends and continuously look for ways to add value to the membership through improving the contact center experience.
• Monitor the quality assurance program closely to track trends and opportunities for improving service and recommending training to consistently improve member service and experience.
• Develop operational procedures for the contact center.
• Design hassle-free experiences for members obtaining new accounts and/or loans via both the contact center and digital channels.
• Coach employees and develop skills in conducting needs based assessments.
• Consistently monitor call queues, email turn times, and responses insuring all are within acceptable performance standards.
• Lead, motivate and coach supervisors, team leads, quality assurance representative(s), and direct reports.
• Keep up with member surveys, social media comments, and have a clear understanding of the feedback through these channels with ideas and solutions to solve.
• Develop action plans that drive and sustain an engaged work environment.
• Create a caring and accountable culture that is member centric.
• Proactively seek to learn best practices and/or techniques within the contact center industry to evolve and remain current and competitive.
• Continually lead, inspire, and cultivate a highly engaged team towards the achievement of organizational goals.
• Assist with special projects as required.
• Other duties as assigned.
Qualifications
• BA in business related discipline or equivalent (preferred)
• Minimum 5 years prior leadership experience in contact centers preferably a credit union and/or financial institution (required)
• Knowledge of Contact Center practices, technologies, and processes
• Strong knowledge of digital services and leading teams that serve digital channel members
• Strong written and verbal communication skills
• Strong knowledge of financial institution compliance and regulation standards
• Experience with designing, implementing, and sustaining a successful quality assurance program
• Passionate about people development and contact center work
• Outstanding judgment with the ability to make timely and sound decisions
• Team building skills
• Exhibit professionalism, initiative, innovation, and resourcefulness
Patelco Credit Union is an EO Employer - M/ F/ Veteran/ Disability