MSR Supervisor - Member Engagement Center (Glendale) in Glendale, California at California Credit Union

General Summary:

Under general supervision, provides excellent member service via phone. Handles more complex member issues and inquiries. Assists manager with the day-to-day operation of the service area of the Member Engagement Center. Assists with cross-sell promotions and referral efforts.

Principal Accountabilities (95%):

• Provides prompt, efficient and courteous service to members via phone in order to present a friendly and professional image of the credit union.
• Assists staff with the handling of more complex member issues and inquiries relating to account transactions, errors and disputes. Research accounts and consults with manager for resolution.
• Enhances member retention through sales and service efforts. Recognizes cross-sell opportunities and promotes credit union products and services. Provides coaching and motivation to staff to meet or exceed department cross-sell goals.
• Provides daily work direction; assigns work duties and schedules; ensures effective staff utilization and operational efficiencies.
• Reviews and approves timecards. Corrects discrepancies and monitors reporting.
• Reviews out-of-balance conditions at daily closing. Provides override authority within assigned limits.
• Performs assigned audits and quality control under the guidance of manager. Provides coaching to direct reports for quality improvement.
• Supervises training of new hires and ongoing training of existing staff.
• Provides manager with recommendations on staff performance and corrective action as well as work processes and operational efficiencies.
• Ensures direct reports adhere to compliance, policy and procedural matters.

Secondary Accountabilities (5%):

• Performs other duties as assigned.
• Complies with BSA requirements as commensurate with position.
• May develop and document updated procedures for the member engagement center.

Position Requirement and Qualifications

Abilities: Excellent abilities in communication, time-management, analysis, customer service, judgment, cross-sell, teamwork, planning, and problem-solving.

Knowledge, Education, Certifications, Licenses: Strong technical knowledge of all call center service duties, including policies, procedures, member transactions and system applications. General understanding of human resources policies and procedures. College coursework desired.

Experience: Four to five years of progressively responsible experience in a call center environment as a lead to gain the knowledge, skills and abilities to handle all aspects of the position.

Working Conditions and Physical Demands

Work is performed in a general office environment. This position does not require significant physical efforts. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. Refer to the Safety & Health Policy found in California Credit Union’s Employee Handbook & Resource Guide.