Contact Center Quality Manager jobs in Huntsville, AL

Description

Since Avadian Credit Union's inception in 1934, we have upheld the credit union philosophy of "people helping people." This reflects in every action, service, attitude and direction we take as a company. Our mission is to go out of our way every day to value you as a person, to make you feel delight and to improve your life. That goes for our members and our employees. It's what defines us, builds us and ultimately attracts talented and remarkable people to our team. It's not enough to just work somewhere every day. We believe in working somewhere you love and somewhere you can make a difference. It is our commitment to meet the needs of our members, and we couldn't do this without our dedicated employees. It is because of our great team that we are successful.

As if working with a fun team of highly talented professionals isn't enough, we also offer competitive salaries and a comprehensive benefits program. We don't want to brag or anything, but it's pretty top notch.

A Senior Contact Center Advocate will serve as a liaison between members and the Credit Union to assist members with their Credit Union needs. Provide account information to members, and promote and cross-sell Credit Union products and services.

Functions and Responsibilities:

• Follow established identification and security standards, as well as other Credit Union policies, while assisting members with transactions, wire transfers, opening of accounts, and all inquiries. Follow-up on services offered to each member in a timely manner.
• Actively listen and ask questions to determine the most appropriate solution for individual members' needs in accordance with established service quality standards.
• Access, input, and retrieve member information in core system and other supporting operating systems.
• Make concerted effort to handle all matters at the first point of contact.
• Consistently maintain basic knowledge of Avadian's products and services in order to provide appropriate assistance as well as effectively cross-sell.
• Effectively manage time off the phones to meet job requirements.
• Work on Saturdays as assigned
• Perform other duties as assigned by the supervisor and officers of the credit union.

Onsite training will be located in Hoover, AL (two weeks) and will continue in Huntsville, AL.

Training Work Schedule: Onsite training is required (29 - 34 hours per week, Monday - Friday 8:00 AM to 5:00 PM). A new hire will remain onsite then given the option to work hybrid or remotely after six months if they are in good standing and meeting minimum production standards.

After Training Work Schedule:
Shifts are flexible and available Monday – Friday from 7:00 AM to 6:00 PM.
Part-Time employees are only allowed to work up to 29 hours per week after the initial training period.

Requirements

Basic Requirements:

• Must have excellent written and verbal skills, positive attitude, pleasant demeanor, decisiveness, and professionalism.
• Must be able to operate calculator, computer systems, phone/voice mail system, and all other equipment necessary to perform job.
• Must have the proven ability to provide quality service to our members.
• Must be able to understand the importance of positive voice tones and express oneself clearly.
• Must be able to work in a fast-paced environment.

Experience: Two to three years of related experience in a financial institution required.

Experience: A high school education or GED.

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Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.

Avadian Credit Union is an Equal Opportunity Employer.