Call Center Lead
Company: First Nebraska Credit Union
Location: Omaha
Posted on: August 6, 2022
Job Description:
Call Center/ITM Lead Hiring Bonus - $500 paid at 6 months of
employment Role: Assist the Branch Manager in managing and
supervising Call Center and ITM operations. Assist ITM and phone
members with their member service needs in any capacity necessary
to ensure exceptional service is delivered at all times. This
position also requires an ability to communicate effectively and
represent the credit union in a positive and professional manner,
adhering to FNCU First Standards. Essential Functions &
Responsibilities:
- Assist Branch Manager in carrying out supervisory
responsibilities in accordance with the credit union's policies,
procedures, and applicable laws. Responsibilities include
monitoring Call Center and ITM operations; planning, assigning, and
directing work; addressing complaints and resolving problems under
direction of Branch Manager. Oversee the member service and teller
functions performed by Call Center/ITM staff. Review the
processing, accuracy and completion of member service
documents.
- Process a variety of transactions for members including the
opening and closing of accounts, answering questions, and
researching the best choices for the members. Respond to member
inquiries regarding the operation of accounts, access to services,
adding and reducing service features on various accounts and
assisting members in making the most effective usage of service
offerings. Resolve problems that are within their authority
level.
- Proactively cross-sell all products and services. Participate
in sales development activities to increase value and member
loyalty in order to help achieve credit union goals.
- Provide the following services for members by telephone, or
through the ITM; Process deposits, loan payments and disburse cash.
Complete transfers between accounts when requested. Assist with
basic loan situations such as; loan payments made with payroll or
internal transfers, insurance coverage, file maintenance and skip
payment procedures. Provide requested information or escalate to
the appropriate department in a timely manner. Performance
Measurements: JOB KNOWLEDGE: The depth and breadth of know-how to
perform essential duties and functions of the position. The level
of compliance with degree, certification, and training
requirements. Understanding of how individual job performance
furthers organizational objectives. Willingness to update and
expand skills, knowledge, and training. MANAGEMENT EFFECTIVENESS:
The overall ability to supervise and direct employees and/or
resources to meet department goals. The level at which one is able
to motivate people, plan and prioritize operations, respond to
changing conditions, and manage costs effectively. SALES
PERFORMANCE: The degree to which established sales goals are met.
QUALITY: The level of ability to perform work assignments free from
mistakes or errors. POLICY COMPLIANCE: The degree to which the
employee has knowledge of and complies with organizational
policies. FNCU FIRST STANDARDS: The level of commitment to the
credit union service standards, creed, and 11 commandments.
Knowledge and Skills: Experience Three years to five years of
similar or related experience. Education A high school education or
GED. Interpersonal Skills Work involves contact with persons beyond
immediate associates regarding routine matters for the purpose of
giving or obtaining information which may require some discussion.
Outside contacts take the form of service to the public (members or
vendors), requiring ordinary courtesy in providing assistance and
information. This Job Description is not a complete statement of
all duties and responsibilities comprising the position.
Keywords: First Nebraska Credit Union, Omaha , Call Center Lead, Other , Omaha, Nebraska
Didn't find what you're looking for? Search again!
Loading more jobs...