Municipal Credit Union
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Contact Center Coordinator
role at
Municipal Credit Union
Municipal Credit Union pay range This range is provided by Municipal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $75,000.00/yr - $90,000.00/yr
About MCU At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
Overview The Contact Center Coordinator is responsible for the oversight and assistance in ensuring agents are adhering to the correct procedures and will routinely give direction/coaching to agents on what to do and how to improve. Act as a hands‑on leader and step in and offer advice or support when needed to the frontline agents. Provide support to the Contact Assistant Manager by informing of any training needs or trends that are noticed when assisting the agents. Assist in the updating of knowledge materials to ensure accurate information is given to all members, both internally and externally.
Responsibilities
Master managing queues and support employees with call handling.
Acts as the “in charge” person in the absence of a manager including closing and opening the Contact Center.
Independently handle supervisory level calls which include difficult/irate members and complex issues.
Regularly review knowledge base to recommend improvements and changes to assist with improved employee performance.
Partner with the Contact Center Data Analyst to evaluate the call volume peak times and the appropriate staffing requirements.
Identify and make recommendations to improve operational efficiency that enhance the member experience.
Review and analyze data to identify problem areas or member pain points.
Demonstrate continuous effort to improve operations by working cooperatively and jointly with other departments to provide quality seamless member service.
Provide direction to team members needing assistance with member issues via chat.
Proficient with the specialized contact center software such as Talkdesk, CATS, etc.
Handle inbound calls during peak times for all skill sets.
Handle the overflow hotline and escalated issues via email.
Monitors overflow platform to ensure all escalated tickets have been assigned and closed.
Provides advanced/expert level technical/trouble shooting support to members for Online Banking, Online Statements, Mobile Banking, Apple Pay, Scheduled & Recurring Transfers, Alerts setup, Mobile Deposit, Zelle, External transfers, Bill Pay along with browser and device specific requirements.
Oversee the and assist in the research and response to complex member requests.
Adhere to MCU service standards in dealing with both external members and internal team members.
Evaluate calls and escalated service variances to Management immediately.
Respond to member inquiry escalations providing accurate and complete information expeditiously.
Oversee and assist in the initiation of inter‑department Service Requests, System Request, Faxes, and/or Journal entry transactions to satisfy Member inquiries.
Responsible for the oversight and assistance in responding to daily workflows originating from the Contact Center, Online, E‑Mail Box, chats, and other related electronic boxes, to ensure timelines and accuracy.
Provide coaching and assist agents with identifying and capitalizing on appropriate sales opportunities to achieve identified sales initiative.
Aid in the oversight of staff individual goals, objectives, development plans, career pathing and provide ongoing feedback to all team members regarding job performance and training needs.
Provide appropriate support within the contact center including late nights and Saturdays.
Perform other related duties as requested and special projects as assigned.
Requirements
High School Diploma required; some college preferred.
Minimum of three years call center, customer service and/or telemarketing experience preferred.
Strong written and verbal communication skills required.
Sales experience preferred.
Bilingual is a plus.
Flexibility to alter work shifts, Saturdays and late night hours.
Proficient in Microsoft Office.
Highly ethical.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient.
Why you'll be a good fit Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. To be a great fit, you’ll bring the following:
Results
– We are passionate about winning.
Agility
– We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity
– We operate with the highest ethical standards and highest degree of honesty.
Belonging
– We cultivate a culture of inclusion and teamwork.
Ownership
– We take personal responsibility and hold ourselves accountable for the results.
What we can offer you Competitive Compensation, Medical And Dental Benefits.
401(k) with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Referrals increase your chances of interviewing at Municipal Credit Union by 2x
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Contact Center Coordinator
role at
Municipal Credit Union
Municipal Credit Union pay range This range is provided by Municipal Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $75,000.00/yr - $90,000.00/yr
About MCU At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
Overview The Contact Center Coordinator is responsible for the oversight and assistance in ensuring agents are adhering to the correct procedures and will routinely give direction/coaching to agents on what to do and how to improve. Act as a hands‑on leader and step in and offer advice or support when needed to the frontline agents. Provide support to the Contact Assistant Manager by informing of any training needs or trends that are noticed when assisting the agents. Assist in the updating of knowledge materials to ensure accurate information is given to all members, both internally and externally.
Responsibilities
Master managing queues and support employees with call handling.
Acts as the “in charge” person in the absence of a manager including closing and opening the Contact Center.
Independently handle supervisory level calls which include difficult/irate members and complex issues.
Regularly review knowledge base to recommend improvements and changes to assist with improved employee performance.
Partner with the Contact Center Data Analyst to evaluate the call volume peak times and the appropriate staffing requirements.
Identify and make recommendations to improve operational efficiency that enhance the member experience.
Review and analyze data to identify problem areas or member pain points.
Demonstrate continuous effort to improve operations by working cooperatively and jointly with other departments to provide quality seamless member service.
Provide direction to team members needing assistance with member issues via chat.
Proficient with the specialized contact center software such as Talkdesk, CATS, etc.
Handle inbound calls during peak times for all skill sets.
Handle the overflow hotline and escalated issues via email.
Monitors overflow platform to ensure all escalated tickets have been assigned and closed.
Provides advanced/expert level technical/trouble shooting support to members for Online Banking, Online Statements, Mobile Banking, Apple Pay, Scheduled & Recurring Transfers, Alerts setup, Mobile Deposit, Zelle, External transfers, Bill Pay along with browser and device specific requirements.
Oversee the and assist in the research and response to complex member requests.
Adhere to MCU service standards in dealing with both external members and internal team members.
Evaluate calls and escalated service variances to Management immediately.
Respond to member inquiry escalations providing accurate and complete information expeditiously.
Oversee and assist in the initiation of inter‑department Service Requests, System Request, Faxes, and/or Journal entry transactions to satisfy Member inquiries.
Responsible for the oversight and assistance in responding to daily workflows originating from the Contact Center, Online, E‑Mail Box, chats, and other related electronic boxes, to ensure timelines and accuracy.
Provide coaching and assist agents with identifying and capitalizing on appropriate sales opportunities to achieve identified sales initiative.
Aid in the oversight of staff individual goals, objectives, development plans, career pathing and provide ongoing feedback to all team members regarding job performance and training needs.
Provide appropriate support within the contact center including late nights and Saturdays.
Perform other related duties as requested and special projects as assigned.
Requirements
High School Diploma required; some college preferred.
Minimum of three years call center, customer service and/or telemarketing experience preferred.
Strong written and verbal communication skills required.
Sales experience preferred.
Bilingual is a plus.
Flexibility to alter work shifts, Saturdays and late night hours.
Proficient in Microsoft Office.
Highly ethical.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient.
Why you'll be a good fit Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. To be a great fit, you’ll bring the following:
Results
– We are passionate about winning.
Agility
– We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity
– We operate with the highest ethical standards and highest degree of honesty.
Belonging
– We cultivate a culture of inclusion and teamwork.
Ownership
– We take personal responsibility and hold ourselves accountable for the results.
What we can offer you Competitive Compensation, Medical And Dental Benefits.
401(k) with employer match
Flexible paid time off
Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including, but not limited to knowledge, skills and abilities, as well as geographic location. Incentives and/or benefits packages may vary depending on the position.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Referrals increase your chances of interviewing at Municipal Credit Union by 2x
#J-18808-Ljbffr