Now Hiring - Cangrade - Information Technology Call Center Supervisor in Las Vegas, NV

Full description of the position

JOB DESCRIPTION:
Founded in 1951, Clark County Credit Union is the credit union for the local government and medical community. We take pride in serving these valuable members of our community -- first responders, nurses, doctors, government leaders and many other dedicated and committed Clark County residents.
As a credit union, our members are our owners and we work hard to return a Bonus Dividend to them each year. With this in mind, our employees are focused on our Mission Statement, "Helping our members realize their financial goals and dreams." When you work at our credit union, you will see that we really are all about "people helping people."
The CCCU team, currently consisting of 200 employees, focuses on the future -always keeping our Vision Statement in mind: "With an innovative mindset, we will return value to our members while becoming the largest locally owned financial institution in Nevada."
In addition, we strive each day to create a culture that fosters growth and encourages teamwork. In doing so, our employees follow these core values:
Own It: We take ownership for our individual responsibilities and face challenges with optimism to achieve our goals.
Check Ego: We check our ego at the door. Humility helps us work collaboratively and find synergies to accomplish more.
Build Trust: With open and authentic communication, we assume positive intent when working with members and others. Our actions and integrity build trust.
Win Together: We each do our part to reach the credit union's goals, as one team, united by our mission and vision.

We are looking for a dynamic individual to lead a team of member service representatives and directly handle member service phone calls, escalated member concerns, staff questions and scoring monitored calls of agents daily. The Call Center's operational hours are Monday through Friday 7am-7pm. This position we are filling is a hybrid hourly full-time position from 10:05am to 7:05pm.

RESPONSIBILITIES:
Duties and Responsibilities

• Function in a supervisory capacity ensuring that all department operation tasks are completed timely, efficiently, and accurately.
• Monitoring of Queues and assisting as needed.
• Complete QA monitoring in accordance with department guidelines.
• Lead, coach, develop and supervise staff including taking proactive measures to ensure that assigned staff are meeting performance expectations.
• Participate in conducting interviews, preparing, and delivering performance feedback including coaching, warnings, and evaluations.
• Planning/Running Weekly Staff Meetings
• Autonomously make appropriate and effective decisions regarding policy and exercise sound judgment based on advanced knowledge and logic to situations. Ensure operational soundness in all department responsibilities.
• Perform all tasks associated with the processing of member transactions, opening new accounts, and member account maintenance requests in accordance with policy and service standards.
• Ensures supervisor approvals are completed timely and daily.
• Builds and maintains a team atmosphere with open lines of communication. Conducts him/herself in a leadership and coaching manner developing a collaborative approach within the department/branch.
• Demonstrates the willingness and ability to train and cross-train staff in the operational, sales and service aspects of their position. Cross-trains staff on a continual basis.
• Follows guidelines and policies intended to limit risk and exposure for the organization and for members. Applies advanced knowledge and logic to activities, member interactions and all situations. Types of risk include fraudulent transactions, account fraud or mishandling, compliance with policies, security guidelines and the organization's reputation.
• Keeps current in position knowledge, including successful completion of assigned courses.
• Works to establish relationships with members, assisting CCCU in becoming the member's first point of contact when faced with a financial decision.
• Performs duties as assigned by management.

Required Skills

• Computer and technology skills: Windows and web-based systems, Microsoft applications including Word, Excel, PowerPoint, and e-mail as well as supporting the member utilization of online/mobile banking and related services.
• In-depth knowledge of, and fully proficient in, all branch operations.
• Ability to perform all tasks associated with the duties of the Call Center Sr Member Service Representative, Member Care and E-Service Representative.
• Ability to lead, coach, supervise, and train others.
• Proven sales and service ability.
• Strong verbal and written communication skills.
• Math skills.
• Ability to maintain composure in difficult situations or while multi-tasking.
• Relationship, solutions and operational focused.
• Time management and ability to prioritize tasks a must.

ABOUT THE COMPANY:
We are proud to be a member-owned financial co-operative servicing our membership base in Las Vegas, NV since 1951. Our purpose is to promote financial services to our membership. We are not guided by profit minded shareholders here. All credit union earnings are returned to the membership in the form of better rates, lower or fewer fees and more services.