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Contact Center Manager


   Closing Date: Dec. 03, 2018

Employer:Elevations Credit Union
Job Location: Boulder - Boulder County
Employment Type:Full Time
Benefits:Competitive Compensation Package

Description:

When joining Elevations, you can expect to work for a company that:

Provides amazing experiences and creates raving fans.
Strives to provide solutions for a better life and promises employees it will be the best place they have ever worked.
Wins awards such as “Best Bank”, “Best Companies to Work for in Colorado” and even the “Malcolm Baldrige National Quality Award”, the only Presidential award for quality.
Has a highly-engaged workforce and emphasizes career growth, empowerment and servant leadership.

What’s in it for you:

Competitive pay, organization-wide incentive program, 401k matching, mortgage and auto discounts
4 weeks min. paid time off, work anniversary paid time off, 11 paid holidays, and 16hrs paid volunteer time off
Medical, dental, and vision health plans with FSA or HSA options
Onsite fitness center, Zumba and yoga classes, health fairs with biometrics screening and flu shots
Employee Assistance Program with a variety of services
Career development, trainings, career coaching, job shadowing, mentoring program, tuition reimbursement up to $5,000/year, and a recognition system
Culture of excellence and continuous improvement
We strive to be the best place you’ve ever worked!

Duties:

Summary/Objective:

The Call Center Manager is responsible leading a team of member solution and financial solution guides who take inbound calls from members, as well as outbound calls, in a call center environment. The goal of this position is to monitor, coach and develop employees, establish and monitor goals to achieve member service and solution based objectives, as well as providing live call assistance with employees to maximize sales. The successful candidate will have an understanding of consultative sales, extensive problem resolution skills, exceptional member service skills and knowledge of financial institutions products and services.

Essential Functions include:

-Manages and motivates call center team by providing guidance, instruction, positive models, and opportunities for observation in order to help others develop required skills and behaviors; seeks suggestions for performance improvement and builds on good ideas.
-Provides employees timely and appropriate feedback on performance
-Assists Financial Solutions Guides and Member Solutions Guides in developing sales and member service strategies
-Sets and meets performance goals for quality, service, efficiency and sales; establishes goals for self and others that are designed to achieve exceptional business results.
-Moves and guides others to action through translating the vision and values into day-to-day activities and behaviors; takes actions, makes decisions, and shapes team priorities to reflect the organization’s vision and values.
-Adheres to all applicable state and federal regulations.
-Manages multiple tasks at one time including scheduling, process improvement and creation, member escalation and problem resolution calls, employee development and retention.
-Works in a cross departmental environment. Will assist on project teams and report back to Contact Center team.
-Adheres to all applicable Federal and State laws and regulations governing the Credit Union, including the Bank Secrecy Act (BSA).

Qualifications:

Required Education and Experience:

-High School diploma or equivalent GED required
-Minimum 2 years’ retail banking leadership experience
-Understanding retail banking and digital banking processes and products
-Maintains focus, persistence, positive outlook, and discipline to meet the demands of a fast paced call center environment

Preferred Education and Experience:

-Bachelor’s degree preferred
-Formal leadership experience in a sales and member service environment
-2-5 years of similar or related experience
-Passion and ability to coach sales and world class service skills
-Excellent leadership, communication, and interpersonal skills

Work Environment: This job operates in an office setting and routinely uses standard office equipment

Physical Requirements: Sitting frequently, walking occasionally, use of hands frequently, hearing constantly, talking frequently, exerting up to 10 lbs of force occasionally to lift, carry, push, pull, or move objects.

Position Type/Expected Hours of Work: Full time / 40 hours per week

Classification: Exempt

Location: Elevations Support Center

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About Us: Elevations Credit Union is a member-owned not-for-profit financial institution serving Colorado’s Front Range. Founded in 1953, we’ve grown from 12 members and less than $100 in assets to an institution with 13 branches and more than 120,000 members that manages over $2 billion in assets and is the No. 1 credit union mortgage lender in Colorado. At Elevations, we’ve made a commitment to move away from a product-centered business model and focus instead on creating consumer solutions. Our objective is to provide our members, as well as the entire community, with unbiased consumer information.

EEO Statement: Elevations Credit Union is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.

Candidates for certain positions may be required to submit to a credit history report in determining qualification for employment with Elevations Credit Union. If the position you are applying for requires a credit history report, any information received in such a report will not be the sole factor in making an employment decision. A history of personal financial irresponsibility may be reason for disqualification insofar as it relates to your potential job duties. Elevations Credit Union is aware that occasionally there are extenuating circumstances that may affect an individual's credit history. We comply with the Fair Credit Reporting Act and the Colorado Employment Opportunity Act.
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