Now Hiring - KEMBA Financial Credit Union - Financial Services Call Center Service Manager in Columbus, OH

Full description of the position

Objective

The Call Center Service Manager is responsible for the direction and administration of Call Center operations to ensure service levels are maintained, policies and procedures are followed, and that support for staff coaching and development occurs. Provides a full range of services to members and prospective members. Ensures branch goals and service levels are achieved via individual call production.

Duties and Responsibilities

Assumes responsibility for the day-to-day operations of the Call Center Services team:

• Coordinate, supervise and effectively schedule the Call Center Services staff and their daily activities in servicing the membership
• Monitors and drives service associate’s productivity and availability
• Completes necessary audits of reports to drive appropriate Service Associate performance and compliance to policies
• Identify process and procedure items that need addressed or improved and partner with appropriate parties internally to address and implement.
• Provides coaching and development as it relates to member care performance and cross-selling Credit Union products and services, including promoting self-service options
• Completes required reports and records and ensures that Call Center functions are properly documented
• Implements and communicates changes to established policy and procedures within the Call Center
• Oversees overflow call center management inclusive of appropriate scripting and communication to ensure member care is achieved
• Leads by example in displaying and effectively communicating overall member care philosophy
• Partners with Call Center Sales Manager to provide support for Call Center Sales Representatives including escalations and service function education and training

Establish performance standards for positions within the department, monitor performance and provide feedback to employees

Assumes responsibility for establishing and maintaining effective coaching and development of Call Center Services Representatives

Working with appropriate partners to create and establish the Call Center Outbound Sales team as well as the centralized video Member Services Representatives

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with abilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

Benefits

• Competitive pay
• Part-time and Full-time
• Medical, dental, and vision insurance
• Four weeks of paid time off (PTO) per year
• 10 paid holidays per year
• Dollar-for-dollar 401(k) match up to 5% of associates’ salaries
• Profit sharing bonus opportunity
• Tuition reimbursement
• Free life and disability insurance

Why work at KEMBA Financial Credit Union? Thanks to prudent decision-making and hard work, KEMBA Financial Credit Union has grown steadily over the years and has become one of the largest credit unions in Ohio. We are proud of our culture of excellence; it is our members who make KEMBA Financial Credit Union a better way to bank and our associates who make KEMBA Financial Credit Union a better place to work.

EOE statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. If you have a disability and are unable to utilize our online application system, you may mail your resume to KEMBA Financial Credit Unit, Attn: Human Resources.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• Call Center: 2 years (Required)
• Management: 2 years (Required)

Work Location: One location