Contact Center Quality Manager jobs in Brockton, MA

Description

SCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities we serve through education and collaboration; and to foster a rewarding environment for our employees!

We put our members at the heart of everything we do and strive to exceed their expectations by providing: empathy, giving back, integrity, stability, and an inclusive culture. If you align with these values too, we would love for you to join our team!

SUMMARY

Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assists the Contact Center in meeting or exceeding its abandon call rate and longest average wait time metrics; strives for first call resolution to support service expectations. 
• Actively engages in the relationship building process by identifying potential financial needs for members and makes appropriate referrals of products & services such as: savings, checking, credit/debit cards, internet/mobile banking, consumer loan products, etc. 
• Understands and maintains a working knowledge on all credit union deposit and loan products and can identify appropriate products to best meet member needs. 
• Performs routine transactions such as account opening, initial loan application inquiries up to originating consumer loan applications, basic deposit/loan transactions accurately and efficiently; reconciling daily work and assists in balancing the department at the end of the day.  
• Responsible for resolving members issues/concerns with various products & services, such as Debit/Credit Cards and Online Banking/Bill Pay, using appropriate tools/resources.  
• Collaborates effectively with team members to maintain high quality member service and efficient department operation; establishes and maintains a good working relationship with all credit union personnel. 
• Conducts business in a professional manner, always using a pleasant tone to greet the member.  
• Takes responsibility for promptly addressing member questions/concerns, that come in through all delivery channels, and refers issues that exceed authority to appropriate personnel.  
• Adheres to all Member Service Center processes, procedures, and compliance regulations including member identification/authentication procedures and confidentiality policies.  
• Understands and supports contact center goals/metrics that are used to measure success.  
• Participates in department and/or organizational projects as directed.  
• Performs related and unrelated duties as assigned and therefore required. 

Requirements

QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

CORE COMPETENCIES

To perform the job successfully, the individual must be organized and detail oriented and should demonstrate the following competencies: 

• Problem solving – the individual will demonstrate good judgment, problem solving, and decision-making skills; be able to apply knowledge and experience to seek solutions and solve problems; will resolve problems in a timely manner, gather and review information, make recommendations for possible solution, and escalate issues following proper channels.  
• Member service – the individual will take responsibility and ownership for servicing members; will respond promptly to member needs, solicit member feedback to improve service, and build rapport during all interactions and communications; will resolve issues with minimal direction, and handle difficult or emotional member situations in a positive manner. 
• Accountability – the individual is self- motivated, will take initiative, and perform work with minimal direction; be able to manage, organize and prioritize work to ensure its completion in a timely manner, that deadlines are adhered to, and department productivity is maintained. 

EDUCATION and/or EXPERIENCE 

High School Diploma or GED plus specialize coursework; 2-4 years of related experience; or equivalent combination of education and experience. Ability to cross-sell credit union products is also required. Strong member relations and effective communication are essential.