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Retail Banking Call Center Manager

Company: Financial Resources Federal Credit Union Inc
Location: Bridgewater
Posted on: May 15, 2022

Job Description:

Financial Resources Federal Credit Union (FRFCU) is looking for energetic, AVP - Call Center Manager to join our team in putting members first and making a difference in peoples' lives!

The AVP - Call Center Manager is responsible for planning, leading, directing, organizing and overseeing the operations, member services and sales activities of the Call Center. We are seeking banking professionals with call center management experience and a passion for client servicing and experienced in acquiring, retaining and expanding banking relationships of our members while demonstrating the FRFCU culture! This is a fast paced, hands on position that leads a team of 8 representatives, including our Virtual Banking Specialists that run our Interactive Teller Machines (ITMs).Financial Resources is a not-for-profit federal credit union with locations in Somerset, Hunterdon, Middlesex and Hudson Counties. With a history of serving our members for more than 100 years, we have grown to more than $550 million in assets serving more than 20,000 members with 6 public access branches and a team of 100 employees. We are available Nationwide!
We are looking for someone who exemplifies the following traits:

  • Caring and Initiative
  • Strong Ethics and Job Knowledge
  • Self-Development and Results Drive
  • Teamwork and Leadership
  • Decision Making and Employee Development
    Some of your essential duties will include, but are not limited to:Leadership
    • Evaluate the effectiveness of the Banking Call Center on an ongoing basis and recommend strategies to improve products, services, and delivery to members.
    • Develop and implement successful strategies to increase sales production and provide exceptional member service at every member interaction.
    • Improve processes and create efficiencies within the department through innovation.
    • Inspire and motivate others to perform to the best of their ability.
      • Ensure all team members meet call monitoring quality objectives to include professionalism, efficiency, and accuracy. Calls should be reviewed on a regular basis.
      • Ensure quality service is provided by adhering to the Service Level Commitments established for the department
      • Monitor Call Center activity, including number of transactions, volume, errors, new accounts, referrals, types of calls, etc
      • Monitor the Phone Menu on a regular basis to ensure all options are kept current and functioning properly. Make recommendations for enhancements to improve or upgrade systems
      • Provide support to the Virtual Banking Specialists ensuring exceptional service is provided while assisting members with account transactions and requests conducted via the Interactive Teller Machine
      • Analyze Call Center data to maintain appropriate staffing levels and monitor workflow and individual workloads, making adjustments when necessary
      • Conduct regularly scheduled staff meetings to ensure timely flow of information
      • Prepare Management Reports to be submitted within given timeframes
      • Implement Retail Banking policies and procedures as established by management. Ensure that associates understand and follow policies and procedures relating to their work areas
      • Manage safety and security for the Call Center with responsibility to evaluate and analyze policies and procedures, recommending changes as necessary
      • Responsible for preparing Budget for the department and ensuring expenses are kept within budgetary guidelines
        Staff Development
        • Serve as the sales coach for all staff members. Coach on a continuous basis to ensure top performance. Works with the underperforming staff members to identify areas for development and provide recommendations for improvement
        • Recruit, interview, and select quality applicants to fill open requisitions ensuring that the department is fully staffed and able to provide exceptional member service to all members
        • Recommend disciplinary action and/or termination for associates who are underperforming or are in violation of established policy
        • Conduct annual performance appraisals to evaluate associate job performance
        • Conduct training sessions as necessary
          • Responsible for meeting Retail Banking sales goals assigned to the Call Center
          • Ensure that all staff members cross sell appropriate products and services based on member needs
          • Develop action plans for the Call Center to assist in meeting assigned sales goals.
          • Maintain an outbound calling program to assist in meeting sales goals and meeting member needs. Results should be tracked and assessed
          • Utilize technology for lead generation, profiling, and consultative selling to enhance relationships
          • Maintain current knowledge of banking deposit and lending financial products, services, and delivery methods
            • Open accounts, accept consumer loan applications, real estate secured loan applications only if registered as a Mortgage Loan Originator (MLO), and conduct loan closings
            • Respond to member requests, problems, and complaints for all products and services, and/or direct them to the proper person for specific information and assistance. Ensure all member phone calls are returned by the end of day on the day received
            • Ensure sound operating controls are in place within the Call Center. Conduct audit and compliance reviews to ensure quality
            • Ensure that the Call Center is in compliance with federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies
            • Demonstrate a high level of courtesy and efficiency with members by applying the "Guiding Principles"
            • Keep up to date with the latest Call Center technology
              What we offer to our team members:
              • A competitive salary
              • Generous paid time off as well as all federal reserve holidays off
              • Health, dental and vision plans for employees and their families
              • Health Savings and Flex Spending Accounts
              • 401K with employer match and potential for additional profit-sharing contributions
              • Paid volunteer days
              • Opportunities for career advancement and continuous learning and development and tuition reimbursement
                We ask that you have:
                • Bachelor's Degree or equivalent combination of education and relevant business experience
                • Minimum of 5 years of related experience in a call center environment including 2 years of management with related experience in a financial institution preferred
                • Retail Banking Experience Required
                • Experience with Sales and or Sales Training preferred
                • High energy, drive and passion for delivering exceptional customer experience
                • Ability to react quickly to changing business needs and adapt to dynamic business environments
                • Ability to coach, motivate and inspire employees to achieve performance goals
                • Familiarity with operational tools, technology, metrics and performance indicators to measure performance and benchmark result
                • Extensive experience interacting and communicating effectively in challenging circumstances in a variety of formats to include written, verbal and presentationIf you want to work in a friendly environment and with an organization that is looking to expand its footprint, please consider applying for this opportunity.

Keywords: Financial Resources Federal Credit Union Inc, Trenton , Retail Banking Call Center Manager, Executive , Bridgewater, New Jersey

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