Contact Center Quality Manager jobs in Wichita Falls, TX

Description

Interested in joining the Union Square team?

Recently certified as a Great Place to Work®, Union Square offers competitive salaries and robust benefits, including credit union-paid medical & dental insurance, telemedicine, life & disability insurance, long-term care, voluntary vision insurance, and paid time off. We also provide several employee discounts, an employer-sponsored 529 plan, and a generous 401(k) retirement plan.

We believe in the advancement of our employees and offer several promotional opportunities throughout the year. Union Square provides a work culture that is progressive, empowering, fun, and team-oriented.

Responsibilities:

Serve as a liaison between the member and the Credit Union. Use knowledge of Credit Union products, services, and policies to assist callers with inquiries, complaints, or problems. Open accounts for all members, interview, and professionally handle the member’s daily needs.

Requirements

The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Respond to all incoming calls in a professional manner. Represent the credit union to members in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Provide general and specific service-related information concerning credit union products or policies.
• May respond to email or other electronic requests submitted by members, again providing professional, prompt, efficient, and accurate service and information.
• Respond to members’ requests, problems, and complaints, resolve issues, and/or direct them to the appropriate person for specific information and assistance. 
• Open new accounts and service existing accounts. Set up new account files, and provide members with all necessary information for membership.
• Handle requests from members for transfers of shares to loan payments, share withdrawals, check requests, CD transactions, line of credit advances, and any other requests received from members.
• Conduct orientation interviews on credit union services and programs with each new credit union member. Up-to-date and comprehensive knowledge of all credit union products and services that are handled or promoted.
• Promote credit union products and services based on member needs that are obtained from member interviews and/or review of members’ accounts. Actively cross-sell products.
• Provide information on investment alternatives to members wishing to deposit funds with the credit union.
• Assist members in balancing their accounts. Assist members in opening individual retirement accounts.
• Check names against designated lists in compliance with BSA/AML/OFAC policy and procedures.
• Interact with coworkers and members in a friendly and courteous manner. Promote teamwork by assisting others when needed or when work is completed. 
• Secure and safeguard at all times the confidential information of members, employees, and the Credit Union pertaining to accounts, security, and personal information.
• Responsible for knowing and adhering to USCU policies and procedures as outlined in the employee handbook and training manuals. 
• Comply with all state and federal regulations related to this job and the Credit Union.
• Perform other duties as assigned by the supervisor, management, or Human Resources.

Required Knowledge and Abilities:

Prior experience in teller services, customer service, clerical office work, and administrative support is desirable. Ability to collect and analyze data. Knowledge of new accounts, IRAs, CDs, loans, wires, safe deposit boxes, online banking, and all products such as GAP, Extended Warranty, and Credit Life and Disability. Ability to operate a computer terminal, window-based computer programs. Strong social and communication skills. Excellent telephone manners and techniques. 

Training and Experience:

High school diploma or equivalent. 

Union Square Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.