Member Advocacy and Specialist Manager
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Job Location:
Gainesville, FL - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Member Advocacy and Specialist Manager
Role:
To manage the daily operations of the Inbound Contact Center ensuring the department meets organizational and service level goals.
Essential Functions and Responsibilities:
- Directs develops motivates hires and disciplines branch personnel; administers performance evaluations and recommends appropriate personnel actions.
- Conducts weekly individual sales and services coaching sessions with staff and monitors contact center representatives calls to focus the attention on efficiency and service quality for the credit union. Provides meeting minutes coaching reports and monitoring activity monthly to supervisor. Completes weekly workforce forecasting and scheduling for contact center staff.
- Monitors branch operating results relative to established objectives and ensures appropriate steps are taken to correct unsatisfactory conditions. Prepares and submits standard reports; attends and actively participates in scheduled management meetings.
- Monitors online banking and BillPay services for credit union assists in communicating to members through all electronic channels.
- Administers the credit union contact center and AI systems to ensure its maximum potential for the credit union.
- Performs other duties as assigned.
Knowledge and Skills:
ExperienceFive years to eight years of similar or related experience.
Education(1) A two-year college degree or (2) completion of a specialized certification or licensing or (3) completion of specialized training courses conducted by vendors or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal SkillsWork involves extensive personal contact with others and is of a personal or sensitive nature. Motivating influencing and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other SkillsMust have good listening and communications skills; computer keyboard; able to make decisions with minimum information. Proven sales leadership experience. Proficiency in Contact Center Workforce AI and MS Office software including Outlook Word and Excel.
Physical RequirementsAbility to hear and speak to enable effective communication with members staff and management. Ability to lift up to 10 lbs. Ability to focus on computer screen for extended periods of time. Ability to sit for extended periods of time.
Required Experience:
Manager
About Company
Radiant Credit Union is a community-based financial institution that offers great rates on auto loans, mortgages, credit cards, and other financial services to anyone living or working in Florida
