Job description
Member Service Call Center Supervisor
General Summary
As a Supervisor in the Call Center, the primary goal is to best serve the member in a friendly, professional, and timely manner. They are to know and understand the products, services, and benefits of GECU and be able to assist members with their questions and concerns. They will also troubleshoot and resolve member-related issues, answer questions, and serve as the “goodwill” agent for the credit union and their co-workers. They will possess supervisory responsibilities and maintain an expectation of trust and confidentiality. They will act as a mentor and assist in the training and onboarding of new Call Center employees; this should be done in an inviting, supportive, and patient manner. They should demonstrate reliability in attendance and timeliness.
Essential Functions, Duties, and Responsibilities
Major areas of responsibility include, but are not limited to:
- Manage the Call Center volume, lead by example, engage with staff, and handle member escalation calls with professionalism and ease.
- Provide support amongst other Call Center employees and be a point-person for member telephone inquiries.
- Answer general questions about any credit union products and services and cross-help as applicable (i.e. if they call in for their balance, offer to walk them through setting-up Online Banking.)
- Provide information to individual members to ensure resolution of their issues and questions; adhere to expected timeframes.
- Responsible for assisting in the training of new MSRs; provide feedback to your supervisor.
- Understand the importance and function of their role as an ambassador for GECU – ensure a welcoming spirit and cooperative nature.
- Demonstrate reliability by being punctual and maintain good attendance.
- Perform services for the members (i.e. transfer funds) where they have authority and are performing such services in accordance with the parameters defined; utilize override privileges per given authority.
- Convey member and trainee feedback, questions, and concerns to the Call Center Manager.
- Performs other duties as assigned.
- Must understand and comply with all required federal and state regulations associated with this position.
- Must be able to speak and understand fluent English.
Requirements: High School Diploma or GED; must be a multi-tasker with strong time management and organizational skills who can work in a fast-paced environment; exhibits a positive attitude and professional demeanor at all times; excellent verbal communication skills, using proper grammar; demonstrates general computer program knowledge.
Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally, or informally, either verbally or in writing. The position description above is intended to describe the general content of this job. It is not to be construed as an exhaustive statement of essential functions, duties, and responsibilities
The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
EOE
PM22
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