What You Will Do

Actively manages the day-to-day operations of the Member Contact Center (MCC), including providing feedback and motivation to staff, while balancing statistical and quality performance measurements. Manages changes and improvements to properly equip our staff to meet the dynamics of the business. Assists in strategic planning for the department and participate in company-wide projects to ensure that goals and tactics are being met. Manages MCC Supervisors and their teams to meet established metrics and performance criteria, ensuring that service is member focused, professional, accurate and efficient. Provides leadership and direction to MCC Supervisors, responsible for actively participating in their ongoing leadership development and coaching. Considered a subject matter expert for peers, other departments, and Senior Management. Maintains a high level of professional demeanor, technical knowledge and customer service skills. The primary authority for resolving escalated and irate member situations within the call center. Ensures proper resolution of sensitive member circumstances. Completes any other job related duties needed to help drive to our Vision, fulfill our Purpose, and abide by our Organization's Values.

What We Require

Bachelor degree in Business Administration or equivalent education and/or experience. Minimum of three (3) years of supervisory experience in a call center and/or member service function. Knowledge of Inbound Teleservices management, phone systems, operations and emerging trends in call center operations management. Excellent verbal and written communication skills to include public speaking. Able to operate department independently and remote from direct supervisor. At management discretion employee may be required to complete, within 3 full months of request within 3 full months of request, federal registration as a Mortgage Loan Officer (MLO) as required by the Secure and Fair Enforcement of Mortgage Licensing Act of 2008 (S.A.F.E. Act). If registered, must maintain active registration and comply with all requirements of the S.A.F.E. Act, including but not limited to, providing their unique identifier and ensuring the Registry is updated with significant changes (i.e., name changes and reportable changes to legal or regulatory actions) within 30 days and must update employment and personal information in the Registry as required.

Ideal Candidate Will Have

A professional business demeanor and proven ability to work in a fast-paced, high-volume changing environment. Knowledge of lending practices, NCUA and SSFCU policies and state and federal regulations.