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Director of Member Contact Center

Advia Credit Union

This is a Full-time position in Kalamazoo, MI posted September 21, 2022.

Employment Type: Full-Time, Hybrid #LI-HYBRID

What you should know about the role:

The Director of Member Contact Center will be responsible for the overall performance and efficiency of the multi-regional Member Contact Center. This position will develop key strategies to obtain goals in partnership with senior management. These strategies will focus on structuring the department to implement new contact center technologies, leverage analytics, policy and procedure reviews for efficiency, regulatory compliance, and fostering a true sales & service culture to add financial value to our membership. This position supports efforts to meet the strategic goals of the credit union, including providing outstanding service to internal and external members as defined by living and demonstrating the core values of the credit union; Act with Integrity, Drive Progress, Build & Strengthen Relationships and Keep People at the Core.

What you should know about Advia:

Advia is a fast-growing Credit Union that is positioned in the top 3% of credit unions across the United States with over 2 billion in assets. We offer very similar product and services as the big banks with a focus on saving our members money while providing financial advantages. We are rooted in our communities and believe we have a responsibility to give back outside of our four branch walls through volunteering and charitable donations. The work environment at Advia is fast-paced, performance based and fun infused. We certainly live by the saying “work hard, play hard.” As an employee of Advia, you can expect regular and constructive feedback, development opportunities, great benefits, excellent co-workers and engaged managers.

As a Director of Member Contact Center, you will have opportunities to:

Coach and development a strong, knowledgeable team.
Build strong relationships throughout all levels of the organization including executive-level.
Be an important part of a fun, dynamic and high-performing sale and service team.
Provide oversight of the Member Contact Center to obtain ambitious sales and service goals through new technology deployment, reporting & analytics and process
enhancements for efficiency.
Develop Member Contact Center management and staff in the areas of sales and service standards. Motivate management staff and team members, foster a team environment, and support the credit union’s core values.
Develop and manage the operating budget for the contact center operations. Manage efficiency through scheduling software and staffing models.
Develop daily, weekly, and monthly reports outlining key Contact Center metrics and Member Contact Center Specialist metrics. Develop and monitor service volumes and timeliness.
Responsible for researching Manage Contact Center technologies and finding efficiencies to better serve our members.
Help develop and maintain a member escalation process..
Assist the Organizational Project Management department with project implementations impacting the Member Contact Center.
Build out request for proposals to evaluate vendor selections.
Manager vendor relationships and evaluate effectiveness to credit union standards.
Identify knowledge gaps for Member Contact Center staff and engage Training group to assist with training modules to alleviate gaps.
Create quality monitoring process to ensure member service and compliance to policies and procedures.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising judgment, raising questions to management, and adhering to policy guidelines.

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Acknowledgement

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment Advia Credit Union is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex/gender, national origin, disability, age, or any other category protected by law.

Experience

Eight years to 10 years of similar or related experience, including preparatory experience.

Education/Certifications/Licenses

A college degree.

Interpersonal Skills

The ability to motivate or influence internal or external senior level professionals is a critical part of the job, requiring a significant level of influence and trust. Obtaining cooperation and agreement on important outcomes via frequently complex, senior level dialogues, as well as a professional level of written communication skills are essential to the position.