*Job Summary: *Directs the Member Service Center inbound activity to meet established goals for service and sales.
*Essential Functions and Responsibilities:*
* Directs daily operations of the Member Service Center and supervises Member Service Representatives.
* Provides daily sales/service support and coaching through call observation.
* Effectively plans, organizes, and evaluates staff and processes to solve business issues and to develop solution-oriented recommendations.
* Develops systems and processes to improve member experience and service delivery via multiple technical platforms to include phone, internet, and mobile.
* Stays abreast of technical changes and makes suggestions and implements new programs and processes to stay ahead of the competition.
* Adheres to established budget guidelines and respond to budget variance.
* Works with other branches and managers to meet member’s needs in a responsive, efficient manner across departments and branches.
* Assists members with transactions, inquiries, issues, and product and service information.
* Responsible for all regulatory compliance within the Member Service Center.
* Creates and maintains reporting to determine service levels to include but not limited to call volume, call type, call times, calls dropped, cross-sells, etc.
* Performs other job related duties as assigned.
* This job description is subject to change at any time.
*Job Requirements*:
* Bachelor’s degree in business, finance, or related field.
(Preferred)
* Two to five years of call center environment related experience required.
* Strong leadership and coaching ability a must.
* Courtesy, tact, and diplomacy are essential elements of the job.
Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving or obtaining information which may require some discussion.
* Proficiency in Microsoft Excel and Word.
Strong written and verbal communication skills required.
Ability to multi-task and manage multiple priorities necessary.
Strong organizational skills required.
* All other duties as assigned.
*Physical Requirements/Work Environment: *May lift up to 25 lbs.
;Office work- must be able to use a PC and phone; hearing and sight are required to perform this job; may need to sit for long periods of time in front of a computer.
It is the policy of Ohio Catholic Federal Credit Union to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, pregnancy, national origin, genetic information veteran or disability status or any other protected characteristic under applicable law.
Job Type: Full-time
Pay: $60,000.
00 - $70,000.
00 per year
Benefits:
* 401(k)
* 401(k) matching
* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Professional development assistance
* Tuition reimbursement
* Vision insurance
Schedule:
* 8 hour shift
* Monday to Friday
* Weekends as needed
Work Location: In person
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