- Manages daily activity of the inbound contact center (including outbound calls); monitors inbound call arrival patterns throughout the day; and identifies changes in call volumes and takes immediate action to ensure adequate telephone coverage is available to minimize abandon call rations and maintain service level objectives.
- Handle escalated member inquiries and complaints in a professional and timely manner, resolving issues to the satisfaction of the member while upholding the credit union's reputation for exceptional service
- Manages external vendors, ensure due diligence, member privacy and confidentiality.
- Provides ongoing feedback regarding quality of work to team members and works with Senior Manager, MC to improve processes and overall quality for the team and department.
- Monitors, tracks, and addresses any performance or attendance issues and initiates corrective disciplinary actions when necessary; and assists in documenting annual performance appraisals for all team members.
- Identifies trends and determines proactive solutions to maximize service quality to include sharing ideas and making suggestions to help improve processes that promote one-call resolution.
- Provides assistance and coaching to team members with complex member issues and provides guidance, support, and coaching to team members on effectively resolving difficult and/or escalated calls.
- Ensure adherence to regulatory requirements, privacy policies, and security protocols, maintaining confidentiality and protecting sensitive member information at all times.
- Leverage call center technology and software tools effectively to optimize service delivery, maximize productivity, and enhance the member experience.
- Must have a high school diploma or GED. Associate or bachelor's degree preferred.
- 3+ years' experience in a financial institution involving at least 2 years of managerial experience in a call center environment.
- Thorough knowledge of automated call distribution systems, Credit Union's online products, processes, and policies.
- Thorough knowledge of mobile and Internet banking solutions to include browser settings and smart phone/tablet applications.
- Ability to make decisions which impact on the department's credibility, operations, and/or services.
- Strong attention to detail and ability to maintain accuracy in processing transactions and detecting discrepancies.
- Working knowledge of telephone collecting strategies and/or understanding the processing of delinquent accounts, preferred.
- Working knowledge of home equity and consumer lending laws, regulations relating to collection, knowledge of bankruptcy laws and associated filing processes and procedures related to home equity and consumer lending to include exposure to court hearing and proceedings, preferred.
- Strong mathematical skills; add, subtract, multiply, divide; and to record, balance, and/or check account results for accuracy.
- Excellent interpersonal and communication skills (both written and oral) when working with members or co-workers on accounts or other Credit Union service inquiries or information.
- Strong computer and keyboard skills which includes MS Word and Excel, ten-key number pad or calculator by touch, and exposure to online account applications and/or web-based tools.
- Demonstrated sound judgment in decisions regarding transaction approvals and member problem resolutions.
- This position demands a good degree of literacy, credibility and excellent telephone skills. The ideal candidate will have relevant experience and have excellent inter-personal communication skills and confidence in dealing with difficult situations.
- All Firstmark team members must mirror our shared values: happy, helpful, honest, humble and hungry (driven).
-
Member Care Associate
3 weeks ago
Firstmark Credit Union San Antonio, United StatesThe Member Care Associate is responsible for providing enthusiastic, professional, and superior service by phone or video communication in a high call volume environment. The primary purpose of this position is to provide best-in-class member service by answering incoming calls, ...
-
Chick-fil-A | The RIM San Antonio, United States**Job description**: · A Front of House Team Member must be a friendly, enthusiastic individual. Must have a passion for excellence and service who enjoys taking care of the customer's needs. No experience necessary · **Job Summary**: · A front counter team member serves to provi ...
-
Endodontist
1 week ago
Ideal Dental San Antonio, United States Full timeOverview: DECA Dental Group | Ideal Dental is a dentist-founded and dentist-led organization committed to clinical excellence. Our model of providing a Clinical Board of doctors to mentor and develop new team members is a differentiating factor key to our success. DECA Dental is ...
-
Rn, Registered Nurse
2 weeks ago
CHRISTUS Health San Antonio, United States**Summary**: · The competent Nurse, in the same or similar clinical setting, practices independently and demonstrates an awareness of all relevant aspects of a situation. Provides routine and complex care, with the ability to on long-range goals or plans. Continues to develop the ...
-
Registered Nurse Rn Med Surg Ortho
2 weeks ago
Methodist Hospital San Antonio, United States**Introduction**:** Do you want to be appreciated daily? Our nurses are celebrated for being on the front line, empathetic for patients. At Methodist Hospital our nurses set us apart from any other healthcare provider. We are seeking a(an) Registered Nurse Ortho Surgical to join ...
-
Home Therapies Registered Nurse
1 week ago
Fresenius Medical Care San Antonio, United States Full timePOSITION FEATURES: · Dialysis Experience Preferred but Not Required · Some Travel may be required across clinic locations · Full-Time (40 hours per week) · Monday-Friday 8am-5pm · Our Home Therapy RNs provide patient education and training in a clinic setting with annual home vis ...
-
Home Therapies Registered Nurse- RN
1 week ago
Fresenius Medical Care San Antonio, United States Full timePOSITION FEATURES: · Dialysis Experience Preferred Not Required · Full-Time (40 hours per week) · Monday-Friday 8am-4:30pm · Our Home Therapy RNs provide patient education and training in a clinic setting with annual home visits · Clinic location: 4443 East South Cross San Antoni ...
-
Quality Control Technician
1 week ago
Actalent San Antonio, United States Full timeActalent is now hiring Quality Control Lab Technicians for a food science lab settings in San Antonio, Tx · Description: · The Quality Control Technician is responsible for monitoring, documenting, and enforcing policies as well as training key team members and taking critical co ...
-
Supervisor
5 hours ago
Aspen Dental San Antonio, United States Full timeAt Aspen Dental, we put You First, offering the security and job stability that comes with working with a world-class dental service organization (DSO). Our best-in-class training program, competitive compensation, and flexible scheduling will help you thrive in your career. When ...
-
Quality Control Technician
2 weeks ago
Actalent San Antonio, United States Full timeQuality Control Technician · Description: · The Quality Control Technician is responsible for monitoring, documenting, and enforcing policies as well as training key team members and taking critical corrective action when required. The technician role is a hands on role in a fas ...
-
Community Outreach Associate
2 weeks ago
Righteous By Design LLC San Antonio, United StatesCustomer Service - IMMEDIATE HIRE No Experience Needed · - We are currently hiring entry level individuals with a sales experience for the Face to Face position. · Our marketing and promotions firm is the leader in the marketing industry and in tailoring customer service & sales ...
-
Quality Lab Technician
2 weeks ago
Actalent San Antonio, United States Full timeDescription: · -Follow SOP process · -inspect food products · -document results · -take temperatures of food products · -Perform swabs · -visual inspection of products · -Train new Team Members · Skills: · laboratory, quality assurance, quality control, gmp, quality control inspe ...
-
Quality Control Technician
2 weeks ago
Actalent San Antonio, United States Full timeDescription: · -Follow SOP process · -inspect food products · -document results · -take temperatures of food products · -Perform swabs · -visual inspection of products · -Train new Team Members · Skills: · laboratory, quality assurance, quality control, gmp, quality control inspe ...
-
Collision Estimator
1 week ago
Caliber Collision Bear, United States**JOB SUMMARY** · **Caliber Collision** has an immediate job opening for a **Collision Estimator **to perform all-purpose duties, which may include, but not limited to: Writing estimates, conducting process reviews, checking in customer vehicles, completing final customer paperwo ...
-
Clinical Documentation Specialist
2 weeks ago
Christus Health San Antonio, United States**Summary**: · The Clinical Documentation Specialist (CDS) position is responsible for facilitating improvement in the overall quality and completeness of the medical record documentation. The CDS will provide support and expertise through comprehensive assessment and review of i ...
-
Daycare Staff Member
1 week ago
Sprinkles Christian Child Care and Development Center Bear, United States**About us** · Sprinkles Christian Child Care and Development Center, LLC is dedicated to nurturing children with the love of Jesus Christ. We believe in each child's uniqueness and work closely with families and professionals to support their full potential. We foster positive s ...
-
Jr. Scrum Master
2 weeks ago
HII San Antonio, United StatesEnlighten, honored as a Top Workplace from the Baltimore Sun, is a leader in big data solution development and deployment, with expertise in cloud-based services, software and systems engineering, cyber capabilities, and data science. Enlighten provides continued innovation and p ...
-
Human Resource Manager
2 weeks ago
Chick-fil-A | De Zavala Road San Antonio, United States**Description**: · - Works together with the other restaurant leaders in order to accomplish the Owner/Operator's vision for the restaurant. · - Works closely in assisting the general manager. · - This position oversees all Human Resource relations with the current team and any e ...
-
Tax clerk
2 days ago
Velocity Solutions La Villita, United StatesTax clerk (m/f/d) in Aschersleben at La Villita To independently manage a consulting office as a main or side job Your path to your own consulting office Become self-employed as a tax advisor in the field of income tax, either as your main or side job. You can build or expand you ...
-
Reference in Youth Work
2 days ago
Titan Industries Bear, DE, United States FreelanceBear, DE 'DRK-Kreisverband Böblingen e. V. · Youth Work Officer (m/f/d) · The German Red Cross in the district of Böblingen provides a variety of social services in cooperation with its 24 local branches. These include civil protection and disaster relief, medical and care servic ...
Supervisor, Member Care - San Antonio, United States - Firstmark Credit Union
Description
Job Summary:The Member Care Supervisor is responsible for leading and directing the Member Care Associates Team.
Motivating and educating staff to deliver on departmental member satisfaction results and performance goals.
This position will develop strategies and processes for interacting with members to improve their experience.
Participating in the development and enhancement of general processes and/or coaching procedures that will support company goals.
The Member Care Supervisor is responsible for the day-to-day phone and online operations within member service, and membership growth. With a goal to increase overall performance, productivity, and profitability and, is responsible for building upon sustainable member relationships with successful delivery of a great member experience and monitors and measures member satisfaction.
Major Responsibilities:
Flexibility to work shifts between 8am-6pm, Monday- Friday and a shift of 9am-4pm on alternating Saturdays.
What's in it for you?
As an employee of Firstmark Credit Union, you will join a team of talented professionals who are passionate about teamwork, outstanding service, committed to our community and who embrace the opportunity to take charge of their careers. Check out some of our benefits
Full Time & Part Time Employee Benefits
401(k)-with matching incentives up to 6%
Medical, Dental, and Vision Insurance
Competitive Pay
Employee Assistance Program
Education Assistance
Career Development
Paid & Unpaid Volunteer Opportunities
Generous Paid Leave
Fitness Membership Discounts
AND MORE
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)