Job: Member Solutions Supervisor

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Jobing Description

Member Solutions Supervisor

Job Code: 440

Division Company: Pacific Marine CU

Location: OCEANSIDE CA US 92056

Travel Required: None

Job Type: Full Time

Career Level: Experienced (Non-Manager)

Education: High School or equivalent

Skill:

Category: Administrative and Support Services,Credit Union/Banking

Compensation: 21.84 USD Per Hour

Job Description :
Position Purpose: Supervises and coordinates activities of employees providing telephone member service. Essential Duties and Responsibilities: include the following non-inclusive list. Other duties may be assigned. All duties are to be performed in compliance with applicable laws, regulations, and Credit Union policies and procedures. Assumes responsibility for assisting in the supervision of Call Center operations. Provides support to Call Center staff by answering inquiries about products, services and procedures. Determines work procedures, prepares work schedules, and expedites workflow. Studies and standardizes procedures to improve efficiency of employees. Answers questions, to employees and members, and recommends corrective services to address member complaints and issues. Makes necessary changes in staffing based on day of week and workflow. Monitors productivity of call center agents and generates reports. Assumes responsibility for establishing and maintaining effective, professional business relations with members. Ensures that members' requests and questions are promptly and courteously resolved. Answers members' questions or refers appropriately. Verifies deposits and provides payoff and bluebook quotes. Ensures the members are informed of Credit Union services, products, and policies. Cross-sells services. Ensures that the Credit Union's professional reputation is maintained. Assumes responsibility for related duties as required or assigned. Performs functions of Call Center Manager as necessary. Ensures that work area is clean, secure, and well maintained. Supervisory Responsibilities: Directly supervises employees in the Call Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Skills / Requirements

Job Requirements :
Education and/or Experience: High School Diploma or general education degree (GED). Two years credit union or similar financial institution experience in a Call Center supervisory role.