Contact Center Supervisor - Pasadena, United States - Wescom Credit Union

Wescom Credit Union

Verified Company

Pasadena, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

We value and rely on the unique talents and contributions of our employees to absolutely excel in member engagement by Delivering Signature Experience.

Salary Grade:

158E

Salary Pay Range for This Position:

$78, $117,200.00

:

Assists department management team in the supervision and operations of a multiple communication channel contact center and creates an environment where staff consistently focuses on delivering Signature Experiences.

Fosters a culture within the department that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency.

Models desired behavior and promotes optimal member engagement.

Provides leadership, guidance, motivation and development through use of the Omega Coaching Model. Responsible for a team of call center representatives. Tracks teams performance, development, attendance and payroll. Leads, trains and coaches staff to perform transactions, establish memberships, share and loan accounts and related products and services.

Supports the organization's strategic objectives by communicating and tracking goals that are specific, measureable, attainable and timely. Leads staff to achieve assigned goals, and coaches/reviews performance accordingly.

Communicates production and referral expectation for consumer loan products, insurance services (WIS and WFS), investment services (WFS), home equity products (MCC Mortgage Loan Originators) and first mortgage products (Real Estate Mortgage Loan Originators).

Responsible for proactively resolving escalated member inquiries and problems at the first point of contact.

ESSENTIAL POSITION FUNCTIONS:

Consistently provides a high level of service and is committed to increasing member and call center staff satisfaction.

Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes.

Promotes advocacy and takes personal responsibility to ensure that member and employee issues are handled properly at the first point of contact.

Focuses on delivering Signature Experiences and achieving successful results in the Member Experience Surveys.

Provides direct and indirect reports with guidance on policy and procedure, escalated calls, transaction approvals, performance documentation and tracking. Completes employee payroll, team status reports, creation and presentment of individual development plans, disciplinary documents and employee reviews.

Provides guidance, motivation and performance improvement relating to agent performance, quality assurance, errors, individual agent goals and career path by use of one-on-one coaching and team meetings.

Works with department management in relation to personnel issues, concerns or service requests.

Maintains advanced knowledge of products and services. Performs day-to-day transactions for members including, but not limited to deposits, withdrawals, transfers and transaction approvals.

Answers member and employee inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs and consumer loans.

Assists members with savings products, including checking, certificate and money market accounts.

Assists on the MCC support queues such as MCC Supervisor Queue and Loans by Phone Supervisor Queue and provides guidance on policy, procedure and assistance with escalations.

Assists in performing Floor Monitor function, researching and responding to member surveys.

Knowledgeable in the legal aspects of accounts (e.g. trusts, fiduciary accounts, Power of Attorneys, etc.). Provides member assistance and education with home banking platform and mobile devices.

Targets and achieves individual goals and direct report goals in support of department goals. Contributes to Wescom growth through needs-based sales and service skills to match services to member needs. Ensures optimal member engagement and a migration to appropriate delivery channels. Makes referrals for insurance services and investment services to Wescom Insurance Services and Wescom Financial Services.

Makes referrals for home equity products to department Mortgage Loan Originators and referrals for first mortgages to Mortgage Loan Originators in Real Estate.

Effectively supervises and adjusts to swiftly changing priorities, product and service offerings and systems. Ensures staff knowledge is current and applied.

Participates in the selection, coaching, evaluation, and development of staff. Oversees training in the areas of member service, products and services, regulatory training, operations, referrals and interpersonal skills. Ensures training objectives are met and that Wescom University core curriculum is completed by department employees.

Meets personal and team development training objectives established by depa