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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

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