Call Center and Online Services Manager

Centennial, CO

Full Time

Manager/Supervisor

Clean Energy Credit Union is passionate about promoting clean energy to protect our environment and improve our economy. Our focus is on providing clean energy loans that reduce the cost of living for members while also decreasing their environmental footprint. We envision a world where everyone can participate in the clean energy movement.
Primary Purpose of Position:
The Call Center and Online Services Manager is responsible for the daily operations of the Call Center, including overseeing the Member Services Team. This position is also responsible for ensuring Member Service Representatives are providing excellent member experience via phone, email, and chat. The Call Center and Online Services Manager will also coach MSRs on policies, procedures, soft skills, and effective call handling. The Manager will work closely with the Quality Assurance and Training Specialist reviewing interactions via all channels to monitor trends, discover opportunities for process improvement, and identify training needs in the department.

Job Description

Essential duties and responsibilities include but are not limited to:

Manage direct reports to maximize productivity, efficiency, and potential, including: hiring, job assignments, performance monitoring, coaching, and training.
Assure compliance with regulatory requirements and Credit Union mission, values, policies, and procedures.
Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.
Runs reports as needed and uses data to make recommendations for improved processes.
Reviews calls, emails, and chat and coaches to performance.
Provide prompt, professional, accurate service and support to all members and associates in accordance with Clean Energy’s standards.
Within established levels of authority, provide overrides, process transactions, resolve problems and answer questions regarding account issues and Credit Union products and services.
Receive, inspect, and verify negotiable instruments for deposit, accept loan payments and perform a variety of other financial transactions as directed and in accordance with established policies and procedures.
Maintain member account information and perform all types of account maintenance including but not limited to fraud claims, business account maintenance, and decedent account maintenance.
Cultivate and maintain appropriate relationships with members and co-workers.
Manages other projects and duties as assigned.
Must comply with all applicable laws, and regulations, including but not limited to: Bank Secrecy Act, Patriot Act, and the Office of Foreign Assets Control.

Position Titles That Report to this Position

Business and Member Services Representatives
Member Services/Support Services Coordinators

Preferred Job Competencies

Enthusiastic and creative leader with the ability to inspire others, and a passion for delivering best in class member experience.
Strong empathy for members and passion for growth.
Outstanding ability to prioritize complex initiatives against business goals.
Diplomacy, an innovative spirit, member service excellence, and a data-driven mindset.
Superior interpersonal and collaboration skills and proven track record in effectively achieving results in a cross functional environment. Superior influencing skills.
Strong ideation skills - an idea generator- with ability to align and gain consensus for ideas.
Effective in finding workable solutions and organizational alignment in highly complex or ambiguous situations.
Demonstrated leadership, decision-making, and team building skills.
Excellent written, verbal, and presentation skills.
Outstanding problem-solving skills.
Ability to work well under pressure and handle multiple duties and assignments.

Education and Work Experience

High School Diploma or Equivalent
2+ years managing or supervising in a call center environment
2+ years working in customer service at a bank or credit union
Experience managing a hybrid team is a plus

Working Environment/Physical Activities

This job operates in a professional office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

Must be able to work in our Centennial, CO office 3-5 days/week depending on need
Sedentary computer work.
Position is subject to irregular hours.
Must be able to lift 35 lbs.
Ability to read, write, and understand English fluently.

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Call Center and Online Services Manager

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