Summary: Responsible for the supervision and coordination of call center functions and employees, under the general direction of the Remote Services (MSC) Manager. Understands and applies knowledge of call center operations, including reporting, tracking, monitoring regulations and coaching in order to identify opportunities for improvement.

Essential Duties and Responsibilities:

Member Service:

• Provide inbound support through phone, email, chat and other digital communication channels.
• Provide consistent, courteous and personal service to members.
• Analyze member needs, match products and services to maximize member relationships with credit union and increase member wealth.
• Demonstrate the use of automated services to new and existing members.
• Open new accounts and service existing accounts.
• Review member account problems and make determinations on refunding fees and charges within authority, as warranted by the circumstances.
• Perform routine maintenance on deposit accounts, certificates of deposit and individual retirement accounts.

Loan Service:

• Protect members and the credit union by promoting payment protection.
• Interview members and review debt held at other financial institutions.
• Build rapport, use critical thinking and credit union philosophy of "people helping people” to uncover additional lending needs through credit review.
• Conduct outbound calls to develop loan needs and solicit new loan business.
• Compile documentation, define requirements and determine accurate payment information for loans.
• Review loan denials for possible recommendation for approval.
• Communicate loan decisions and offer alternative solutions for denials.
• Proactively offer convenience channels to disburse loans.

Supervision:

• Model skills and behaviors expected of remote services staff, setting the tone for member service.
• Supervise remote services staff in the absence of Remote Services (MSC) Manager to include opening/closing of the department.
• Monitor queues to allocate department resources as needed to ensure a positive member experience through all channels, to include but not limited to phone, chat, email, online account opening and secure forms.
• Escalate security and/or service concerns expanding outside of authority to ensure prompt resolution and attention.
• Prepare, deliver, and coach staff monthly using established scorecard metrics.
• Coach staff to identify additional products and services in an effort to achieve department goals through referrals and applications.
• Recommend performance deficiency actions and provide feedback for annual performance evaluations to Remote Services (MSC) Manager.
• Lead resolution efforts for escalated member issues within established authority.
• Communicate procedure and process updates to remote services staff.
• Assist with administrative and operational duties such as time sheets, system overrides, challenging member inquiries, and security issues.
• Oversight and completion of daily/weekly/monthly departmental audits and error resolution.
• Conduct call quality of remote services staff to ensure quality service standards and security protocols are properly followed.
• Leverage trends identified through quality control errors to develop departmental training.
• Mentor new hires through the onboarding process.
• Monitor completion of annual required training and other training schedules required of department.

Team Communication/Productivity/Support:

• Develop and nurture a philosophy focusing on honest, open communications, individual productivity, and strong member orientation.
• Engage staff in process improvements and efficiencies strategies.
• Provide support to Management on employee relations matters, systems development and plans for improvement and productivity.
• Collaborate with Remote Services (MSC) manager to identify individual and departmental strategies to increase loan production in an effort to support the retail lending plan delegated to Remote Services.
• Train and coach staff to protect members and the Credit Union by promoting credit life, disability, and GAP protection products.

Meetings:

• Assist in conducting staff meetings to provide support and assistance in the day-to-day activities.
• Motivate an atmosphere of open communications, efficient productivity and good employee and member relations.

Other:

• Perform other related duties as required or directed.
• Must have a flexible schedule, be able to work evenings and Saturday hours.
• Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

Qualifications:

Education: Equivalent to High School education with additional specialized training equivalent to two years of college. Experience can be credited in lieu of education.

Experience: Five or more years of experience with financial institution products and services, to include call center experience with a concentration on sales productivity, including interviewing loan applicants. Leadership or supervisor experience preferred.

Knowledge, Skills, and Abilities: Must have excellent organizational, problem solving and analytical skills to effectively manage benefits, compensation, HRIS and payroll function and understand their interdependencies. Knowledge of general accounting/bookkeeping required. Work requires an excellent command of the English language. Requires excellent human relations; and oral and written communications skills. Must have knowledge of and demonstrated proficiency with a variety of computer software, windows-based applications, spreadsheets, databases and presentation software. Must have experience operating standard office equipment, at a level generally acquired through 10+ years related experience.

Must possess high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy. Work requires a high degree of accuracy and continual attention to detail in preparing, proofing and transmitting payroll, administering benefits, implementing systems, establishing priorities and meeting deadlines. Requires the ability to handle multiple priorities in a fast-paced environment, with detail orientation, and be able to improve processes and procedures for greater efficiency.

Physical Demand: 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 regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status.

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.