Contact Center Quality Analyst jobs in Canton, OH

DOVER PHILA FEDERAL CREDIT UNION is a financial services leader in Tuscarawas county and has been serving members since 1953. We have locations in Dover, New Philadelphia, Uhrichsville and Newcomerstown. The philosophy at Dover Phila has always been "people helping people" and with this approach we have been able to grow to the largest depository institution in the county.

We are currently looking for a highly organized customer service professional with leadership experience to fill the role of CONTACT CENTER LEAD.

RESPONSIBILITIES:

Manage the work assignments of Contact Center staff to assure excellent member service and completion of related activities including processing of internet banking exceptions, secure messages, feedback emails, eDeposits, verifications of deposit, returned mail, putting postage on outgoing mail, Eltropy, etc. Make recommendations for streamlining processes and increasing efficiency.

Research and address more complex member questions, problems and complaints following credit union policies and procedures, seeking assistance when needed.

Monitor phone system reports for staffing and operating efficiencies. May monitor calls for professionalism, accuracy, and content.

Coordinate with the Manager of Member Services concerning staffing and scheduling for the Contact Center. Review and approve timecards for payroll processing.

Assure that Contact Center staff are trained on all credit union products and services. Consistently maintain and advance the skills and knowledge of department staff for efficient service delivery and high-quality member service. Partner with the Manager of Member Services and the Training and Front Desk Manager to develop and execute training for the department.

Provide on-going feedback to Contact Center staff regarding department and individual performance. Have regular staff meetings. Resolve any matters that may need addressed in a positive and professional manner. Complete an annual performance review for each staff member.

Develop and maintain advanced level proficiency with internet banking, mobile apps, eDeposits, eDocs, BillPay, CAMS, Eltropy and other applications.

Work alongside staff answering calls and serving members in a pleasant, professional, and efficient manner.

Participate in educational opportunities to maintain and advance skills and job knowledge.

Ensure that credit union member-related and employee-related business is kept in confidence.

Maintain positive, cooperative relations with credit union staff, management, members, vendors, community partners, and the public.

Comply with all DPFCU policies and procedures.

Perform other duties as assigned.

REQUIREMENTS:

5 years experience in customer service preferred

2 years experience in leadership/management preferred

Experience in banking/credit union member service preferred

Passion for customer service

Self-starter

Excellent organizational and interpersonal skills

Adept with technology and able to assist others in learning how to use applications

Proficient with Microsoft Office applications (Word, Excel, Outlook)

Able to address complaints and concerns in a calm and professional manner and reach appropriate resolutions

Able to lead and mentor others to achieve desired outcomes

Responsibilities are listed as guidelines only and the job is not necessarily limited to these duties. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The education, experience, and requirements listed are representative of the knowledge, skill, and/or ability required.

DPFCU is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. Drug Free Workplace.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift

Ability to Relocate:

• Dover, OH: Relocate before starting work (Required)

Work Location: In person