Member Engagement Center Service Supervisor

:

RadiFi Credit Union (formerly known as Jax Federal Credit Union) is seeking a Member Engagement Center Service Supervisor to be part of a full-service member engagement center, serving as the primary resource for service-related inquiries from the associates. Be the primary resource for service team with escalated questions to assist members. Duties also include monitoring calls to assure calls are handled and timely to reduce the abandonment rate and increase the in-service levels. Coach other associates on service excellence to ensure team meets or exceeds service expectations and needs-based referrals goals. Motivates and inspires team members to be their best, meet standards of excellence and their goals. Also serves as a Member Engagement Center (MEC) Representative when needed, which will include taking overflow calls. Monitor daily reports to assure our contact MEC is compliant and accurate. Monitor Digital channels including Digital Banking, Bill Pay as well as member delivery channels such as chat, video chat, secure messaging, and Answers email. Assisting with daily operations as needed. This individual will also act in the role as the Senior representative for delivering service for escalated member calls as well as being the e-services subject matter expert for the branch.

Major Duties and Responsibilities

• Prepares daily communications and serves as subject matter expert for the service agents. Contributes and provides performance observations for associate evaluations and participates in the performance evaluation discussion with the Manager Member Engagement Center. Ensures daily operations in the MEC comply with established JAXFCU policies and procedures.
• Act as a back up contact center service agent when call volumes are high due to an increase in call, time off from associates or providing support to credit union promotions. Work with our vendor partner to assure overflow and after hour calls are effectively serviced.
• Assist with the day-to-day operations of the service area in the Member Engagement Center and Digital Operations. Provides on the job coaching and development of the Member Engagement Center Service Team. Stays up to date on all marketing campaigns and new products and services. Oversees regular huddles to keep MEC service team informed.
• Performs problem resolution, handles overflow and escalated calls for service and the side of the MEC. Serves a member advocate to research in depth issues and provide top notch service to members requiring additional assistance with complex matters (ex: wire transfers).
• Handles escalated member phone calls for the service center.
• Oversee the contact center service operation areas including selection, training, scheduling and performance evaluations. Establishes department and individual goals and objectives that are consistent with the Credit Union's strategies/goals and effectively monitors attainment of these goals. Analyzes the calls to determine how first call resolution can be established. Recommend to Director of Retail Operations & Sales changes to process and procedures to create efficiencies for staff and members.
• Assure that call metrics are maintained by monitoring incoming calls daily. Monitor incoming member engagements such as calls, messaging and chats and act as a chat agent.
• Acts as a liaison between the Credit Union and vendors to ensure updates are implemented and product enhancement requests are made.
• Receives and properly manages incoming communications from associates and members, which may be from email, secure messaging, chat, video chat, telephone, etc.
• Prepares weekly/monthly reports to be submitted to management and the board of directors on all Member Engagement Center Metrics.
• On the job coaching and development of the Contact Center Service team. Ensure that assigned metrics such as abandonment rate, average talk time, and first call resolution are met. Stay up to date on all marketing campaign and new products and services as well as online technologies in order to provide support to members and contact center service staff members. Report monthly metrics.
• Performs other duties as assigned.

Knowledge and Skills

EXPERIENCE

Two years of similar or related experience, including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

A two-year college degree or completion of a specialized course of study at a business or trade school.

INTERPERSONAL SKILLS

A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

OTHER SKILLS

Experience with Contact Center phone system(s) and intermediate level of MS Office software for reporting and communications. Proficient with on-line banking and mobile banking systems and solutions.

ADA Requirements

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to stand; walk and reach with hands and arms.

The employee must be able to work for long periods of time at one workstation while processing and receiving information through a phone queue. Associate must be able to wear a one or two ear piece headset.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS

The noise level in the work environment is usually moderate to high.

MENTAL AND/OR EMOTIONAL REQUIREMENTS

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgment

Nothing in the position description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not a contract and should not be constructed as a guarantee of employment for any period of time.

We are an Equal Opportunity Employer and do not discriminate against employees or applicants based on race color, religion, sex/gender, national origin, disability, age, or any other category protected by law.