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Communication Center Manager


   Closing Date: Aug. 16, 2018

Employer:Fitzsimons Community Federal Credit Union
Job Location: Aurora CO - Adams County
Employment Type:Full Time
Salary Range:$42,220 to $63,330
Benefits:Medical, Dental, Life, ST/LT Disability, Vision, and AFLAC insurances; 401(k); FSA; Paid Vacation, Sick, Holiday, Gym membership reimbursement, Employee Loan Program

Description:

We make our members' lives better every day by offering affordable financial products and world class service. Are you ready to work for a company with a mission that includes knowing our members as individuals, focusing on their financial needs, advising and advocating for them and exceeding their expectations? Our vision is to be the recognized leader in our community and we need YOU to help us!

We are looking for a Communication Center Manger to join our team. He/she directs and leads the communication center operartions to provide effiicient quality service to members over the phone and through e-delivery channels. This key member of our team looks for new opportunities to build the member relationship, and monitors the efficiencies of service provided by the department staff.

We do a lot of work with the Hispanic community, so bilingual/bicultural applicants are encouraged to apply.



Come help us fulfull our vision of being the recognized leader in our community and live up to the credit union promise of "people helping people"

Duties:

ESSENTIAL DUTIES/RESPONSIBILITIES:
Hires, supervises, trains, plans, coordinates and evaluates the performance of the Communication personnel. Selects subordinates with appropriate qualifications for those positions.
Appraises subordinates annually on objective, measurable performance; makes compensation and promotion recommendations on the basis of total performance. Continually trains and monitors employees\' job performance and service standards.
Cross trains and schedules employees to perform necessary backup in other credit union positions.
Monitors call queues and works with staff and other departments as necessary to ensure proper coverage of phone calls at all times.
Translates the credit union\'s overall strategic plan into department plan. Meets with AVP Operations on a frequent basis to ensure department is helping credit union to meet overall goals.
Works with IT staff to optimize phone system capabilities. Makes recommendations of adjustments to phone system setup to maximize software.
Identifies member-impacting issues and opportunities for end-to-end member experience improvement and works with other departments to resolve. Looks for ways to maximize efficiencies and reduce member friction.
Promotes loan growth through phone/email/branch to meet department & credit union loan goals.
Communicates with subordinates in establishing attainable but high performance standards and high goals, which are consistent with the goals of the credit union.
Monitors staffing levels and quality and promptly addresses any problems.
Motivates his/her team to achieve personal, department, and credit union goals. Meets with team members one-on-one on a frequent basis to ensure employees are engaged. Assists to further employees\' career goals by guiding them through succession plan.
Ensures that all member service functions are correctly performed and are in accordance with established policies and standards.
Answers questions for employees and members, solving problems and assisting with complex transactions and sensitive member relations. Makes judgment within the limits of authority.
Monitors phone system to track communications center efficiencies. Produces reports for management and tracks call volume and abandoned call rates. Schedules staff to maximize efficiency and reduce wait times.
Assures that all mail payments, IRA transactions, deposits and loan payments are posted daily and that all outgoing and incoming mail is processed and distributed daily.
Audits all new accounts for the credit union and ensures accuracy and correct documentation.
Cross-sells credit union services and products to members and answers member questions daily concerning accounts and all credit union services.
Establishes membership eligibility, accepts deposits and opens new accounts. Explains account features and benefits in full and provides all necessary disclosures to the member. This includes new membership requests received online or through the mail. Assures that the members understand membership benefits; suggests and cross-sells appropriate products & services to meet member and credit union goals. Reviews paperwork to assure it is complete. Performs follow up mailings of thank you cards.
Adds loan applications to the system, pulls credit reports and forwards applications to underwriters for decisions. Performs loan closings. Trains department staff to take loan applications and perform loan closings.
Ensures department and branch can assist with IRAs and fiduciary accounts.


OTHER DUTIES/RESPONSIBILITIES:
Answers all incoming phone calls and emails from members requiring assistance or information. Performs transactions accurately.
Continually seeks ways to improve Communication Center and productivity to meet established goals.
Oversees the processing of requests for Verifications of Deposit and loan payoff statements, assuring the appropriateness of the request and the accuracy of the information.
Completes necessary documentation and updates data processing system appropriately for all member services. Checks accuracy and prepares documentation for filing.
Processes requests for ATM/Visa Debit Cards for members who apply via on-line or mail.
Ensures that proper maintenance and general housekeeping of the work area, desks and equipment is carried out.
Ensures that adequate supplies, forms and equipment are available.
Institutes prudent safety measures.
Participates in the Manager meetings on an on-going basis.
Completes CTRs for cash transactions exceeding $10,000. Provides CTRs to the Risk Management Fraud Specialist for review, filing and records retention.
Monitors and reports suspected money laundering, structuring, or other suspicious activity by completing the Internal Report of Suspicious Activity form.
Oversees audits of address changes for the entire credit union to assure accuracy and compliance to policy.
Performs other duties as required and needed.

Qualifications:

KNOWLEDGE:
Requires a thorough knowledge of credit union operations, Charter, Bylaws, policies and procedures.
Requires a thorough knowledge of the credit union account structure and types in both share and loan areas.
Requires a thorough understanding the data processing system affecting member level transactions.
Requires thorough knowledge of IRA accounts, forms and regulations.
Requires thorough knowledge of credit union products and services.
Requires thorough knowledge of Credit Reports and Fair Isaac scoring.
Requires thorough knowledge of lending products, lending regulations, and loan documents required for each loan type.
Requires thorough knowledge of PC software for word processing and spreadsheets
Requires a thorough knowledge of the Windows operating system.
Requires a thorough knowledge of interoffice email.

SKILLS AND ABILITIES:
Maintains a high level of initiative and a keen attention to detail. Must be self-directed.
Enjoys the sales and enterprising function within credit unions. Has excellent presentation skills in both group and one-on-one settings.
Has the desire and ability to recognize member cues and cross sell appropriate products and services.
Can plan, organize and direct the schedules of others.
Has excellent communication with members and employees verbally, in writing and on the phone.
Can detect and trace errors and make necessary corrections.
Requires the ability to identify problem areas in the department and make independent decisions to resolve problems that relate to standard operating procedures. Problems that occur out of the normal operations are communicated to the AVP of Operations.
Requires conceptual skills, which involve the ability to see the organization as a whole and to understand how various functions of the organization complement one another, how the organization relates to its environment and how changes in one part of the organization affect the rest of the organization.
Requires human skills that build cooperation within the organization. Requires the ability to communicate, lead, motivate and manage individuals and groups. Requires the ability to interact and consult with the management team in planning and to be an effective link with management within the credit union.
Ability to type 40 words per minute.
Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
Ability to perform well under stressful situations.
Ability to recognize and follow credit union structure, goals and chain of command.

EDUCATION AND EXPERIENCE:
Equivalent to a two-year college degree or completion of a specialized course of study at a business or trade school, CCUE or its equivalent.
Minimum five years\' experience in a financial field, supervisory skills preferred.
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