Coordinator, Call Center

PRIMARY PURPOSE

Our culture is not just a poster in the hallway; it is a guiding principle we live by each and every day, one we carry forward even as our work changes around us. Non-stop change is part of our path, and we meet it by simplifying, not just doing more.

That means this role is expected to accept and adopt High Tech, High Touch practices using artificial intelligence and other digital tools to simplify outdated, low-value work so technology handles the routine, freeing us to stay present for what only a person can do: building relationships, solving complex problems, and responding with genuine care. Digital tools don't replace those relationships; they remove the barriers that get in their way.

Central to this commitment is our cross-functional employee team, known as our "Culture Crew," dedicated to fostering community through engaging activities, reinforcing our cultural values, and ensuring their continuous integration into our daily operations. We define our culture according to our cultural pillars of:

• Membership Centric
• People Focused
• One Team
• Personal Achievement
• Innovation

JOB SUMMARY

This position is part of the Contact Center leadership team, participating as one of two coordinators who lead one of two teams of Member Consultants in providing excellent member services. Provide training on processes, products/services, and troubleshooting solutions on digital services. Coaching team members to effectively provide resolution/solutions to member issues and offer products/services to improve members financial lives.

ESSENTIAL FUNCTIONS

May include any and/or all of the following:

• Take escalated calls when appropriate.
• Assist Assistant Manager with maintaining training schedule and continue onboarding process within the department for knowledge and development.
• Coach team members to effectively provide resolution/solutions to member issues and offer products/services to improve members financial lives.
• Assist the departmental manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting.
• Train Contact Center specific processes and procedures
• Be observant and actively listen to consultants for transactional coaching purposes to commend quality service and offer suggestions for improved service.
• Maintain extensive knowledge of procedures and processes in Symitar to participate in testing in new or modified activities (SME)
• Be prompt to respond to members within the expected time frames for phone, video chat, chat, digital banking messages, email, and callbacks.
• With the intention of every member, every time, every day offer products and services that benefit and enhance members lives, in addition to meeting the strategic goals.
• Analyze in decision waiving of fees and penalties within approved limits ($300.00)
• Successfully maintain knowledge and utilization of software applications, such as Genesys, QuickAssist, Ascensus, Ipay, Check Review, Banno People, Auto Pilot, etc. to provide quick and efficient service to members.
• Actively monitor call volume and make appropriate changes to maintain quality service level standards.
• Work with Department Manager and Assistant Manager to identify and implement strategic initiatives that achieve Contact Center call goals.
• Approve high-balance ECM payments, cancel reoccurring ECM payments in Autopilot (SWBC)
• Actively be part of the team by participating in the daily volume of incoming member communications.
• Process, sort, and distribute returned mail and ensure it is promptly processed
• Review accounts to be flagged as abandoned property due to returned mail and flag as appropriate.
• Have a good working knowledge of our products and services and the benefits they provide.
• In the appropriate time frame, successfully complete all applicable compliance training and testing.
• Perform member service duties as needed to serve member needs, including opening personal accounts, researching member inquiries, wire transfers, and other transactions.
• Stay up-to-date on product and service changes as well as troubleshooting solutions for digital services. Be the subject matter expert (SME) for troubleshooting digital banking issues. Conduct regular meetings with Ecommerce to discuss issues and upgrades regarding the digital platform.
• Conduct monthly meetings and actively maintain a relationship with Velera, our third-party call overflow vendor.
• Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
• Be primary contact for staff inquiries related to member accounts by working department Teams Help! Channel.
• Perform all other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:

• Credit Union products and services

• Consumer Lending loan products

• IRA, HAS, and Trusts

• Visa Cards

• Microsoft Office Suite

• Technology and various software programs

• Ability to:

• Maintain accuracy

• Carry out Credit Union mission, philosophies, values, and practices

• Solve practical problems and deal with variables in situations

• Multitask and make decisions in a fast-paced environment

• Organize and prioritize to make deadlines

• Open and close a call with warmth and professionalism

• Ability to communicate effectively and efficiently in a timely manner

• Ability to successfully communicate the benefit of products/services

• Speak with confidence and clarity

• Adapt professional style to the needs of the members

• Maintain confidentiality and professionalism

• Skill in:

• Strong verbal and written communication

• The ability to serve members through phone, video chat, digital banking messages, e-mail, and live chat forums

• Participate in a productive team environment

QUALIFICATIONS

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education, and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

A minimum of one year up to three years of similar or related experience, including preparatory experience

A high school degree or equivalent

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Equal Opportunity Employer/Veterans/Disabled

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 918.336.7662 or jobs@truitycu.org for assistance. You may also contact us at that same number and email, if you would like to see a copy of our Affirmative Action Plan.