Call Center Manager

PURPOSE:
The Primary purpose of this position is to assist Silver State Schools Credit Union to live out its Mission, "Excellent Member Service and Financial Solutions - For Life," by providing outstanding service to both members and internal members. Develop a highly effective team of employees to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

• To deliver service in alignment with our Service Commitments
• I will earn respect and build trust by acting with integrity in every situation.
• I will understand my role in supporting the team to achieve our purpose.
• I will focus on people over products and build lasting relationships.
• I will take ownership and accept responsibility.
• I will treat my coworkers with the same high standards as I treat my member.
• I will continuously look for ways to improve myself, my credit union, and my community.
• I will accept there is no "they". We are one working toward the same mission.
• I will commit to the core values.
• Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the
  employees' performance.
• Recognize employees who perform at a high level.
• Hold employees accountable for their performance, attitude and behavior.
• Exhibits confidence in self and others; Inspires and motivates others to perform well. Effectively influences actions and opinions of others.
• Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance, and develop plans to improve employee's performance.
• Ensure that the branch meets sales and service goals as established by the Credit Union
• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives.
• Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work
  procedures.
• Train and supervise branch staff. Assign, direct, coordinate and review work performed by staff.
• Maintains a highly motivated, well-trained staff maintaining effective employee relations.

SUMMARY:
Responsible for managing all facets of the Call Center. This includes all inbound and outbound calls and all functions of the Call Center and Loan Officer teams. Provides leadership, guidance, and planning and development of policies and procedures that support corporate goals and adhere to corporate policies. Manages, coordinates, schedules, and implements activities & training of entire Call Center staff. Ensures all team members are engaged in Call Center functions and work performed is in accordance with established policies and procedures. Responsible for achieving all Call Center KPIs, loan/new account goals set by leadership and all other credit union goals and objectives.
Responsible for carrying out manager responsibilities in accordance with the organization's policies, applicable laws and appropriate security measures.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. This includes supporting and motivating staff for further development. Responsible for enabling and empowering staff through sharing SSSCUs mission, SMART Pro, business goals and values. Responsible for regularly communicating information on progress and results and providing direction, coaching tools, and corporate support.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes the following. Other duties may be assigned.

General Management:

• Oversees and evaluates the overall and individual functions associated with the Call Center and the Loan Officer teams. This includes call evaluations, mitigating risks associated with Call Center and Loan Officer interactions and transactions.
• Contribute to the development and refinement of the credit union's loan and new account growth and strategy working in a team environment dedicated to exceptional member service.
• Ability to manage a high-volume/production, fast-paced Call Center environment assisting members, processing new accounts and loans. This
  includes inbound and outbound calls to members and potential members offering products and services to enhance the member engagement.
• Ability to manage, organize and prioritize work in a high volume/production and fast paced environment to ensure timely and accurate opening,
  processing, and funding of all requests, new accounts, and loans. This includes assisting and holding accountable the Loan Officers in this process.
• Ensure adequate staff to meet service delivery demands of members by telephone and through online new account and loan requests.
• Responsible for maintaining service levels and expectations. This includes Call Center KPIs, loan/new account goals set by leadership and all other credit union goals and objectives.
• Design development and training applications to assist Call Center staff in understanding credit union practices and procedures, member services,
  regulatory compliance, confidentiality, and credit union philosophy.
• Prepare, analyze, and review performance standards reports, with Assistant Manager and VP, and sets performance expectations for staff.
• Conduct regular meetings with Call Center staff to explain changes in policies and procedures, discuss new products and services, introduce marketing promotions and department goals.
• Ensure member complaints/concerns are resolved professionally, effectively and in a timely manner.
• Responsible for training Call Center Representatives in all subject matter pertaining to the input of loan applications and new accounts, lending
  regulations and the credit union's lending policies, operating guidelines, or operating procedures.
• Responsible for the Loan Officer's contribution to the development and refinement of the credit union's loan growth and strategy working in a team
  environment focused on member service.
• Ensures the Loan Officer teams meets/exceeds all performance stands, goals, inbound and outbound expectations, and service levels.
• Ensures that entire team of Call Center Representatives and Loan Officers are trained all SSSCU products and services.

Time Management:

• Ensure department is open for business as dedicated by credit union.
• Be prompt for all meetings and training.
• Ensure all audits, communications from members and other departments are answered promptly and accurately.
• Ensure all assigned projects are completed by deadlines given.

People Management:

• Hire and evaluate department staff and perform regular reviews as mandate by credit union policies or instructed by VP.
• Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-ones, and
  emails.
• Ensure proper documentation is maintained on employees having performance concerns and update employee review system as needed.
• Ensure all performance reviews are completed in accordance with established credit union guidelines.
• Ensure department has adequate staffing to perform the duties assigned to the department.
• Provide continuous training, coaching, and mentoring for employees. Perform counseling for employees as needed and in a timely manner.
• Foster teamwork and unity among department team members as well as cohesiveness, support, cross-training, and working effectively together to
  enable each employee and the department to succeed.
• Allow respectful disagreement over ideas, diversity of opinion, encourage creativity, and learning from mistakes.
• Empower employees to take responsibility for their jobs and goals. Delegate responsibility and accept accountability and regular feedback.
• Provides direction, training, and guidance to team in maintaining service standards as defined by VP of Member Service.

Risk Management:

• Remain up to date on all major deposit and lending compliance regulations, including completion of any on-line or credit union sponsored training in this area.
• Ensure all transactions and processes meet establish credit union policies and procedures and ensure all regulatory and compliance guidelines are
  followed.
• Monitor and advise VP of potential fraud or loss situations. Ensure proper documentation is available. Work with Risk Management to ensure proper
  compliance in all areas of the department.
• Ensure all audits are completed for all areas of the Call Center including the Loan Officer team.

Additional Management Objectives:

• Be aware of and manage any additional situations which might place the credit union in an at-risk situation.
• Maintain and protect sensitive information.
• Use resources to regularly maintain professional and technical knowledge by tracking trends in call center operations.
• Adhere, promote, and exemplify the credit union's core values (SMART Pro).
• Perform other duties as assigned.

EDUCATION and/or EXPERIENCE:
Associate's degree in business, Business Management, Information Technology, Finance or a related field and a minimum of five years related management
experience; or equivalent combination of education and experience.

Preferred experience and knowledge managing a financial call center from a financial institution of similar or great size.
Experience with managing a team of 10 or more and multiple teams preferred. The ability to communicate verbally and in writing with others is essential.

*ONLY FULLY COMPLETED APPLICATIONS WILL BE CONSIDERED*
**SEE RESUME ON APPLICATIONS WILL NOT BE CONSIDERED**
SILVER STATE SCHOOLS CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)
DRUG-FREE WORKPLACE