Contact Center Quality Analyst, Sr. jobs in Racine, WI

Description

Great Lakes Credit Union is Hiring GREAT people for our GREAT team!

Do you enjoy being an integral part of a service-driven team, supporting those that support the customer? 

WE WANT YOU ON OUR TEAM!

The Manager, Member Contact Center's primary purpose is to assist Great Lakes Credit Union to live out our Vision, “To be the member’s trusted financial partner “. Ensuring that outstanding service is delivered to both internal and external members, in alignment with our Service Promise.

The Manager, Member Contact Center's is primarily responsible for identifying opportunities for digital banking solutions by providing support and oversight. The Manager, Member Contact Center requires understanding of digital banking system integrations and dependencies to help the contact center and digital teams provide member support. Demonstrates and reinforces a sense of urgency and commitment to providing escalated support to fulfil our Member Promise and our corporate goals. Also responsible for maintaining a work environment conducive to teamwork and an elevated level of performance and productivity, which includes demonstrating and encouraging positive working relationships which promotes member service. 

As the Manager, Member Contact Center your duties will be: 

· Act as our digital banking subject matter expert.

· Manage a team of Digital Customer Service Representatives.

· Assist with the implementation and updates to digital procedures. Ensures all procedures and updates follow our Knowledge Management Guidelines.

· Act as a liaison between the contact center and e-Services management teams. Making them aware of and providing suggestions of technology changes and enhancements to improve the efficiency and effectiveness of our digital solutions.

· Act as an Administrator for key digital banking systems and solutions to address member needs and complaints as required.

· Develop and enhance permissions within digital banking solutions to establish clear and secure Tier 1, 2 and 3 support roles under the review of the Member Contact Center Sr Manager, e-Services management, and the Information Security Officer. 

· Support and promote a service and sales driven culture. Support ongoing training initiatives. 

· Work with other cross functional teams/departments and participate in project initiatives, as necessary.

· Support the contact center department and/or e-communications team by acting as a Tier 2 or 3 level support for all digital banking related systems and processes. 

· Exercise discretion and independent judgment in interpreting digital policies and procedures, making exceptions as required. Resolves member complaints, tactfully explaining specific digital policies and procedures. Proactively suggests improvements to the overall member digital experience.

· Remain in compliance with all applicable federal and state laws, rules, and regulations. Adhere to all GLCU and department guidelines, policies, and procedures.

· Performs testing in collaboration with Technology/PMO when needed

Requirements

· Proficiency in Microsoft Office especially in Excel, Word, and PowerPoint

· 2 - 3 years’ experience with digital banking channels (online account opening, online and mobile banking, e-payment etc.) preferred

· Strong research, analytical, planning, and organizational skills with a problem-solving attitude.

· 1-2 years’ experience with managing and leading a team

· Contact Center / Call Center experience preferred

· Excellent verbal and written communication skills to keep clients continuously informed of status or problems in a timely manner to stakeholders via appropriate channels (phone, video, email, etc.).

Location: 

North Chicago

2525 Green Bay Rd, North Chicago, IL 60064

To learn more about our mission, company culture, and community impact please visit our YouTube channel and Newsroom below:

GLCU YouTube Channel

GLCU NEWSROOM

We’re the total package!

To view our GREAT Benefits please contact our HR Team

Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.