Job Details
Overview:
Working at Arkansas Federal Credit Union
GENERAL DESCRIPTION OF POSITION
The primary function of this position is to ensure outstanding service is delivered to both internal and external members. This includes managing member interactions and transactions conducted by telephone, web chat, email, mail, fax, and internet by team members; and coordinating the daily workflow by scheduling employees and assigning job duties. This position is responsible for coaching and developing highly effective team members to ensure a high quality of member service is delivered and achieved and assist in the hiring process for necessary personnel. Other duties involve performing tasks requiring more knowledge and expertise that will aide in handling difficult situations exceeding the scope of service center personnel, monitoring and maintaining completion of various reports, and other various transactions that require a thorough knowledge of Arkansas Federal Credit Union policies and procedures.
This position is onsite at our West Little Rock headquarters.
Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leadership: As an AVP, you are expected to provide strong leadership to the call center team. This includes setting clear goals, motivating and inspiring the team, and ensuring that they have the necessary resources to succeed.
- Opertional Excellence: You should strive for operational excellence by implementing effcient processes, montioring key performance idicators (KPI's), and continuously improving the callc enters performance. this includes managing call volumes, average handle times, service level agreements, and customer satisfactions metrics.
- Organize and supervise the daily activities concerned to the Call Center's operation; establish queue assignments; assign duties; forecast the need for changes; answer questions; and give instructions as needed.
- Leads the team to develop and maintain strong technical and soft skills, strong cohesion, high morale, and strong performance levels
- Leads the team to meet business goals and ensures team members cross-sale products and services to members. Ensure that financial products and services are offered to members when appropriate to their need.
- Act as the quality assurance coach and provides training on an ongoing basis. Quality review will include performing call quality monitoring and working with the training department on enhancing formal training programs as needed.
- Maintain comprehensive knowledge of policies and procedures pertaining to the submission of consumer loan requests and member accounts/services; membership criteria; credit union regulations; and train staff on changes that occur.
- Ensure that member requests for withdrawals, deposits, loan payments, wire transfers, collection items, and loans are properly processed.
- Evaluate work performance of team; prepare and conduct performance evaluations; make salary and promotion recommendations to the AVP; and assist in the hiring of staff.
- Handle more complex situations that exceed the scope of other service center personnel and resolve those situations that arise from dealing with a wide variety of member issues.
- Review Paycom (time cards) of staff.
- Back-up for Call Center VP as needed; assist with ensuring that a high quality of member service is delivered and that performance goals established within the department are met.
- Perform any other related duties as required or assigned.
Qualifications:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
- Are friendly, conversational and trustworthy
- Are proficient in using call center software and multichannel tools
- Are passionate and sincerely concerned for others
- Have 3 years of related call center experience, preferably in a customer focused environment within the last 5 years or 3 years of related banking experience.
- Have 2 years experience in management
- Are educated with at least a high school diploma or equivalent
- Are familiar with our industry and products (not required, but preferred)
People are less likely to apply for jobs if they do not meet every single qualification. At Arkansas Federal we are dedicated to building a diverse and inclusive workplace. Therefore, if you are interested in this role, but do not meet every qualification, we would encourage you to apply or reach out to our Talent Acquisition Specialist to discuss the position. You may be just the right candidate for this role or other roles.
EEO Statement:
Arkansas Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.