Job Information
WEOKIE Federal Credit Union Assistant Contact Center Manager in Oklahoma City, Oklahoma
This job was posted by https://okjobmatch.com : For more information, please see: https://okjobmatch.com/jobs/3071346
ROLE PURPOSE
The Contact Center Member Service Assistant Manager (CCMSAM) supervises the daily operation of the Member Service Representatives and Member Resolution Specialists. This includes a wide variety of member and employee interactions that originate through remote delivery channels (telephone, mobile, web, e-mail) and assures WEOKIE Federal Credit Unions high standards of extraordinary member service are consistently achieved within a fast paced, high call volume environment. This role is also responsible for assisting with WFCU knowledge base recommendations and changes to ensure accurate information is being relayed to members and employees.
MAJOR FUNCTIONS
Lead the Contact Center Team to consistently meet established service standards, providing members and employees with extraordinary service. Ensure the department is operating efficiently and reliably, is in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and is performing at a high level.
Ensure continued professional growth of department through consistent observation, coaching and review of performance.
Maintain appropriate, well trained, and motivated staffing levels. Provide quality on the job training and ensure that department maintains knowledge, engage with members and employees, make members and employees feel valued and consistently apply defined service standards.
Drive team performance, continuous improvements and operational efficiencies in order to meet or exceed call center strategic initiatives.
Work with the New Employee Development Assistant Manager to make recommendations to information in the knowledge base to ensure it is up to date, provides accurate information, and is easy to use.
Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies.
Acts as liaison to other WFCU departments.
Serve as a back-up knowledge resource. Identify employees requests and assist with providing a resolution. Member Service Assistant Manager will assist Member Service Representatives in using interactions with members and employees as training opportunities to further the MSRs knowledge. They perform routine research and also serve as the first line of support to field basic MSR inquiries in regards to Card Services, Digital Services, Deposit Services, Deposit and Lending Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple software applications/tools including but not limited to FISERV, CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE, SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK, LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Member Service Assistant Manager is expected to process escalations and facilitates a follow up with the appropriate department when addressing specific and in-depth questions.
Performs other duties as required.
ROLE IMPACTS
The Contact Center is a high performing and leading edge call center relative to other financial institutions.
The service expectations of members are exceede\ \
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\ \ WEOKIE Federal Credit Union is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other status protected by law.