Call Center Manager Job at Houston Federal Credit Union in Sugar Land
Houston Federal Credit Union, Sugar Land, TX, United States, 77479
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Houston Federal Credit Union
Employment Type: Full Time
Location: Onsite in Sugar Land, Texas
Our History
Originally chartered as Fluor Mid-Continent Employees Federal Credit Union, HFCU now has the strength of over $900 million in assets. We’re strong enough to provide the full range of financial products and services that our members demand and desire, while providing exceptional service that’s second to none. HFCU is a source of stability and strength because you, and thousands of members like you, have trusted us with your checking and savings, loans, investments, and more.
Our Mission
The Mission of Houston Federal Credit Union is to “Be our members’ advocate by helping them achieve their dreams with personalized financial solutions”. Our Mission Statement was adopted in February 2007.
We are currently looking for a Call Center Manager to work in call center located in Sugar Land, Texas. This position is responsible for managing the Call Center. Ensures that member service objectives are well supported. Oversees the training of staff. Ensures that professional relations exist with members and that reporting and informational needs are met. Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems. Stays current on trends in technology as related to functional areas of responsibility.
Role:
To ensure members and potential members receive fast, courteous, and accurate service on requests received by phone, fax, email and through the internet. Explains services, sets up new services, responds to problems, and directs members phone calls to the appropriate area. Trains and supervises other Call Center representatives.
Essential Functions & Responsibilities:
- Assists members and potential members with their telephone, fax, email and internet requests; answers questions about products and services and directs calls to the appropriate areas. Provides information for HFCU employees and assists with problems. Resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations.
- Schedules, trains, and monitors the work of Call Center Representatives; evaluates performance, prepares performance reviews, and recommends to management salary adjustments or disciplinary actions.
- Receives and processes wire requests from members following established procedures. Acts as an approver for wires taken by Call Center representatives and other credit union employees.
- Acts as the member's advocate in offering products and services.
- Ensures that member account information is properly recorded on computer system and all paper documents are handled appropriately.
- Identifies and makes recommendations to improve the department's operating methods and procedures.
- Performs other duties as assigned.
- To maintain a cohesive, highly trained and motivated staff, sufficient to meet the needs of the Credit Union.
- To ensure the department processes member transactions with minimal errors and to member's satisfaction.
- To provide training, development, support and leadership for all direct reports. Proactively promoting an advocacy culture within the department, both by example and training employees to identify the opportunities.
- To achieve the agreed upon abandoned call rate and average time on hold for the department.
- To accurately process wires requests following established procedures and meeting deadlines while limiting risk exposure. To exercise good judgment to minimize risk when approving wire requests taken by other credit union employees.
- To complete performance reviews by due date.
- To develop recommendations for cost efficiencies and enhancements to products, pricing, and processes by monitoring trends.
- To note observations of employee performance into appropriate reporting tool, as well as, give to and receive feedback from employee on the same no later than 15 working days following each quarter.
- Is responsible for compliance with all required regulations and policies, especially with all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and regulations.
- Experience: Three to five years of similar or related call center management experience in a credit union preferred.
- 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 Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
- Other Skills: Must have good listening and communications skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.
- Must have qualities that are consistent with our CORE Values:
- Integrity, Honesty, & Respect
- Passion, Commitment & Enthusiasm
- Seek Excellence in All We Do
- Work Hard and Have Fun
- Friendly Service and Superior Value
Come work with us! We provide all full-time employees a wide range of benefits offerings from medical, dental, vision, life insurance, accident, critical insurance, and hospitalization coverage. We also offer our full and part time employees 401(k) that includes an excellent company match. Come join our growing team today!
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