Contact Center Supervisor
Company: Wescom Central Credit Union
Posted on: June 22, 2022
Assists department management team in the supervision and
operations of a multiple communication channel contact center and
creates an environment where staff consistently focuses on
delivering Signature Experiences. Fosters a culture within the
department that reinforces member service, teamwork and
collaboration, financial discipline, operational integrity, process
improvement and efficiency. Models desired behavior and promotes
optimal member engagement.
Provides leadership, guidance, motivation and development through
use of the Omega Coaching Model. Responsible for a team of call
center representatives. Tracks teams performance, development,
attendance and payroll. Leads, trains and coaches staff to perform
transactions, establish memberships, share and loan accounts and
related products and services.
Provides operational support and acts as a resource for staff
regarding policies and procedures. Assists members in establishing
memberships, share accounts and related products and services
through multiple communication channels, completing necessary
documents and performing data entry of records in compliance with
audit requirements. Communication channels include, but are not
limited to telephone, chat, SMS, social media, email and/or mobile
Promotes optimal member engagement by providing specific, accurate
and timely information to members regarding Credit Union products
and services. Responsible for educating members and employees
regarding current marketing promotions, for engaging new members to
become Signature Members within their first 120 days of joining the
Credit Union, and for engaging existing members to deepen their
product and service usage with the Credit Union. Makes referrals
for insurance services, investment services and real estate
services. Assists with loan application processing which includes
accepting loan applications, delivering loan decisions,
communicating approval stipulations, reviewing and verifying
accuracy of credit reports, income verification, support the loan
funding process and manage the loan queues.
Supports the organization's strategic objectives by communicating
and tracking goals that are specific, measureable, attainable and
timely. Leads staff to achieve assigned goals, and coaches/reviews
performance accordingly. Communicates production and referral
expectation for consumer loan products, insurance services (WIS and
WFS), investment services (WFS), home equity products (MCC Mortgage
Loan Originators) and first mortgage products (Real Estate Mortgage
Loan Originators). Responsible for proactively resolving escalated
member inquiries and problems at the first point of contact.
ESSENTIAL POSITION FUNCTIONS:
Consistently provides a high level of service and is committed to
increasing member and call center staff satisfaction. Demonstrates
adherence to the Member Contact Center (MCC) Service Standards in
addition to enforcement and modeling of our Mission Statement, Core
Values and Team Attributes.
Promotes advocacy and takes personal responsibility to ensure that
member and employee issues are handled properly at the first point
of contact. Focuses on delivering Signature Experiences and
achieving successful results in the Member Experience Surveys.
Provides direct and indirect reports with guidance on policy and
procedure, escalated calls, transaction approvals, performance
documentation and tracking. Completes employee payroll, team status
reports, creation and presentment of individual development plans,
disciplinary documents and employee reviews.
Provides guidance, motivation and performance improvement relating
to agent performance, quality assurance, errors, individual agent
goals and career path by use of one-on-one coaching and team
meetings. Works with department management in relation to personnel
issues, concerns or service requests.
Maintains advanced knowledge of products and services. Performs
day-to-day transactions for members including, but not limited to
deposits, withdrawals, transfers and transaction approvals. Answers
member and employee inquiries and provides information in
accordance with Credit Union policies and procedures for statement
requests, stop payments, fraud claims, insurance of accounts, and
other deposit account-related needs and consumer loans.
Assists members with savings products, including checking,
certificate and money market accounts. Assists on the MCC support
queues such as MCC Supervisor Queue and Loans by Phone Supervisor
Queue and provides guidance on policy, procedure and assistance
with escalations. Assists in performing Floor Monitor function,
researching and responding to member surveys.
Requires knowledge of consumer lending and experience with the loan
origination process, including application processing, pricing,
documentation, disclosures, and funding. Identifies lending growth
opportunities and supervises staff's activities and tracking.
Knowledgeable in the legal aspects of accounts (e.g. trusts,
fiduciary accounts, Power of Attorneys, etc.). Provides member
assistance and education with home banking platform and mobile
Targets and achieves individual goals and direct report goals in
support of department goals. Contributes to Wescom growth through
needs-based sales and service skills to match services to member
needs. Ensures optimal member engagement and a migration to
appropriate delivery channels. Makes referrals for insurance
services and investment services to Wescom Insurance Services and
Wescom Financial Services. Makes referrals for home equity products
to department Mortgage Loan Originators and referrals for first
mortgages to Mortgage Loan Originators in Real Estate.
Effectively supervises and adjusts to swiftly changing priorities,
product and service offerings and systems. Ensures staff knowledge
is current and applied.
Participates in the selection, coaching, evaluation, and
development of staff. Oversees training in the areas of member
service, products and services, regulatory training, operations,
referrals and interpersonal skills. Ensures training objectives are
met and that Wescom University core curriculum is completed by
Meets personal and team development training objectives established
by department management. Completes Wescom University core
curriculum, including required regulatory training. Trains and
coaches employees to advance their career opportunities within the
Maintains proficiency in technology applications including the
operating system and ancillary systems. Contributes to
organizational efforts in process improvement.
Ensures department compliance with audit and security standards,
policies and procedures, and loss prevention measures. Maintains
confidentiality of Credit Union and member records.
Protects the Credit Union's financial interest by maintaining the
MCC Responsibility Guidelines.
Communicates well both verbally and in writing, effectively shares
information and ideas with others, and demonstrates good listening
Ensures individual appearance reflects the desired level of
professionalism. Maintains the physical environment of the work
area according to Wescom standards.
Maintains good attendance and punctuality in adherence with Wescom
EDUCATION, EXPERIENCE, SKILLS AND ABILITIES:
Bachelor's Degree or three to four previous supervisory experience
in a financial institution with call center employment
Must be proficient in technology applications including the Credit
Union's operating system.
Proficient in Microsoft applications (Word, Excel, PowerPoint and
Outlook). Must be proficient in technology applications including
the Credit Union's operating system and specialized software
required for performance of position.
Ability to add, subtract, multiply and divide in all units of
measure, using whole numbers, common fractions and decimals.
Ability to compute rates, ratios and percent and to draw and
interpret bar graphs.
The physical demands described here are representative of those
that must be met by an employee to successfully perform the
essential functions of this job. While performing the duties of
this job, the employee is frequently required to stand; walk; sit;
use hands to finger, handle or feel; reach with hands and arms,
climb or balance, stoop kneel, crouch, crawl; talk or hear and
taste or smell. The employee must occasionally lift and/or move up
to 10 pounds. Vision abilities required by this job include close
vision, distance vision, color vision, peripheral vision, depth
perception and ability to adjust focus.
The work environment characteristics described here are
representative of those an employee encounters while performing
functions of this job.
The noise level in the work environment is moderately quiet. It is
a non-smoking environment.
The above job requirements are representative of minimum levels of
knowledge, skills, and abilities. The marginal functions have not
been included. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential
This job description in no way implies that these are the only
duties to be performed. An employee will be required to follow any
other job-related instructions and duties as requested by the
Keywords: Wescom Central Credit Union, Pasadena , Contact Center Supervisor, Accounting, Auditing , Pasadena, California
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