Member Care Center, Coach - Anaheim, United States - Credit Union of Southern California

Credit Union of Southern California

Verified Company

Anaheim, United States

3 days ago

Posted by:

Mark Lane

beBee recruiter

Description

We're hiring a
Member Care Center Coach who will serve as a vital link between coaching excellence and quality assurance standards.

This role leverages extensive coaching experience to guide MCO's, both individually and within teams. By assessing inbound and outbound calls, performance strengths and improvement areas are identified in adherence to guidelines. Through systematic call monitoring and evaluation, this role ensures the maintenance of world class service standards. Incorporating customer feedback and utilizing coaching techniques, MCO's are directed in improving caller interactions. Meticulous record-keeping and collaboration with the Management team foster continuous improvement, contributing to overall contact center success.

Branch Hours
Monday - Friday 9:
00AM - 6:
00PM and Saturday 8:
30AM to 1:
00PM
- _Based upon business needs, this position will require flexibility to work a varied work schedule, including weekends, during regular business hours._

Why Work at CU SoCal?
Besides being a part of a great team that is dedicated to building better lives for our team members and Members, we offer competitive pay, great health benefits and a culture like no other

CU SoCal is one of the fastest growing credit unions and is more than just a place to work.

It's a place where people come before profit, a place where you can build a career that's more than a job, and where the work you do has meaning and purpose.

Our Culture and Values
We are a purpose driven organization. Purpose mobilizes people in a way that pursuing profits never will. Our purpose ignites passion within our team members and inspires trust from our Members. This makes a winning combination.

We are more than a place people bank. Our industry is filled with people who can count. At CU SoCal, we are people others can count on.

We work hard, play hard, and laugh along the way. We recognize that every single one of us is a valuable contributor. We have a strong culture of learning and accountability in a collaborative, team environment.

We're a team of passionate, committed professionals dedicated to the same goal
:

Build Better Lives Through Exceptional Member Experiences, Every Time.

Requirements:

Minimum Qualifications

High School Diploma or equivalent.
7+ years' experience in Member/customer service environment.
2+ years in a leadership role and experience in_ _coaching and mentoring team members.

Preferred Qualifications

Bachelor's degree in business or related business field.
7+ years' experience in Member/customer service working in a call center environment.
4+ years' in a leadership role and experience in_ _coaching and mentoring team members.
Systems Experience

:

Madellia, Symitar and/or MeridianLink

Skills and Abilities

Excellent written and verbal communication skills.
Able to document and test current and future processes.
This is a "handson" role which includes responsibilities for the development of ongoing relationships between management and representatives.
This role involves significant interaction with all levels of the business organization (both technical and nontechnical) to gather business requirements, evaluate spreadsheets and present solutions.

Essential Responsibilities

Utilize coaching expertise to provide guidance in both oneonone and team environments.
Audit inbound and outbound phone calls made by MCO's, observing their performance, techniques, and adherence to guidelines and procedures.
Perform quality reviews of MCO's performance to ensure achievement of quality service goals, standards, and identify opportunities for improvement.
Mentor newly onboarded MCO's, facilitating their seamless transition from training to daily production operations.
Manage live call monitoring, inperson observation of MCO's, and systematic review of recorded calls.
Integrate feedback obtained from postcall MLG surveys into the Quality Assurance process.
Offer concrete examples for MCO's to enhance their caller interaction strategies as required.
Facilitate roleplaying sessions with MCO's to deepen their understanding of recommended new approaches.
Verify MCO's' provision of current and accurate information, adherence to established processes, and effective communication with callers.
Manages positive coaching techniques to guide MCO's in continuous improvement of Member experiences and achievement of contact center performance objectives.
Maintain consistent and organized records of quality monitoring by individual MCO's names and team groups, tracking results to identify potential performance trends or specific areas for attention.
Must be able and available to work a "hybrid" schedule, per business operations requirement, as needed.
Additional duties and responsibilities, as assigned.
Manages the relationship with the Quality Assurance vendor and software.
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