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Assistant Contact Center Manager

Company: OMNI Community Credit Union
Location: Battle Creek
Posted on: May 6, 2022

Job Description:

OMNI Community Credit Union

Description:Become a leader of a fast paced, dynamic department at a thriving financial institution. This is a salaried position with an excellent best in class benefit package. The Assistant Contact Center Manager at OMNI Community Credit Union serves members by assisting with planning and implementing Contact Center strategies and operations; improving systems and processes and managing staff. Ensure high quality member service by all team members in conjunction with OMNI's expectations and core values. Coordinates member services and lending activities to achieve desired metrics and volumes. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. OMNI Community Credit Union is an Equal Opportunity Employer M/F/Disability/Veteran.. Requirements:

  • Train team members in telephone and electronic service delivery methodology and philosophy.

    • Innovate and implement new electronic service delivery channels and service programs as directed by management
    • Maintain and develop improvements with Contact Center operations by monitoring procedures and processes to improve productivity with system and employee performance

    • Must be able to travel to other branch locations as required
    • Exemplifies the desired culture and philosophies of OMNI CCU

    • Coordinate and review processes related to deposits, lending, transaction accounts, and other member services with policies, principles, and procedures established by the Director of Contact Center

    • Review operations of competitors and plan and direct sales programs to penetrate new markets

    • Establish and implement programs to meet sales, new account, and productivity goals

    • Accomplishes Contact Center goals and objectives by training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job performance; enforcing policies and procedures

    • Scheduling and attendance reporting

    • Maintains favorable image with equipment by evaluating and installing equipment;developing preventive maintenance programs; calling for repairs;evaluating and implementing upgrades; ensure prudent housekeeping procedures, safety protocols; private/confidential atmosphere for member privacy

    • Oversee office practices and procedures, including staffing and functional efficiencies, to ensure member-borrowing and requests for extension of credit are efficiently processed.

    • Maintains professional and technical knowledge by tracking emerging trends in Contact Center operations management and government regulations, benchmarking state-of-the-art practices; complete annual training of all required compliance regulations

    • Maintain ongoing communication with supervisor, informing him/her of all pertinent problems, irregularities, new development, and changes.

    • Answer all telephone calls in a courteous and timely manner, and transfer calls to the appropriate personnel

    • Maintain a professional and courteous attitude with all people, including fellow team members, members, management staff, board members and outside vendors

    • Participate in Credit Union Marketing programs and campaigns

    • Supervise quality control of consumer loans processed. Review and follow-up on corrections with branch management

    • Have a thorough knowledge of core processing system, as well as applications for insurance products, indirect lending, and other programs.

      • Keep open communications and build trust with team members and members

        • Attend meetings as required

          • Prepare and maintain necessary reporting

            • Follow safety and security rules and regulations

              • Protect and respect Credit Union equipment and supplies

                • Perform other duties as directed by the Supervisor

                • Regular attendance is an essential function of the job as well as reporting to work on time and as scheduled. Physical presence onsite is required

Keywords: OMNI Community Credit Union, Battle Creek , Assistant Contact Center Manager, Executive , Battle Creek, Michigan

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