Now Hiring - Georgia's Own Credit Union - Financial Services Inbound Call Center Supervisor in Atlanta, GA

Full description of the position

If you would enjoy working in a dynamic environment and are looking for an opportunity to become part of a stellar team of professionals dedicated to service, we invite you to apply online today.

SUMMARY:

Team Leads will be responsible for an assigned team of employees, this includes but not limited to: on-going training, coaching, mentoring; as well as, monitoring their daily productivity and attendance. Responsible for monitoring call volume at all times and being proactive in maximizing call handling for their team.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Aids and Supports Member Services Reps by:

o Answering their representative’s questions and determining the need for any additional training.

o Take wire requests from representatives, contact member, complete wire form, facilitate receiving signed form from member and send for processing.

o Complete Tier 2 daily generated but their assigned team.

o Resolving escalations for their assigned team.

Mentor and coach assigned staff to improve Services and Sales skills to increase productivity by:

o Review daily individual agent performance report and meet with assigned team members as needed to address deficiencies and offer improvement suggestions.

o Engage with each assigned team member daily during desk walk arounds.

o Perform side by side coaching as needed.

· Collaborate with additional Team Leads to ensure departmental goals are met by:

o Meeting weekly to discuss obstacles, learning curves and new procedures needed for their assigned teams.

o Facilitate frequent team huddles based on weekly Team Lead meetings.

o Collectively monitor the phone queue optimizing effectiveness of team members.

o Informing department of peak in the call volume.

o Taking and handling complicated, extended calls from representatives, when necessary, to maximize call handling for the department.

o Signing into the queue and taking Member Services calls during peak times

· Completes timesheets, monitors and tracks PTO, unscheduled time off and tardiness of their assigned team.

· Answers inbound Member Services calls, as needed.

· Collection of end of day work for the department on Team Leads assigned late week.

· Any miscellaneous duties assigned by the Member Services Operations Manager or the Member Services Sales and Service Manager.

· Complies with all Credit Union policies and procedures.

OTHER JOB QUALIFICATIONS:This position requires a high school diploma or equivalent with one to two years of Georgia’s Own experience preferably in the Member Services call center. Also, previous supervisory experience and the ability to be supportive, calming and instructional are highly recommended.

EDUCATIONAL AND WORK EXPERIENCE REQUIREMENTS: General abilities include the use of a phone with good hearing and speaking abilities; use of a PC, keyboard and calculator with good hand coordination necessary for filling out forms per member request;

· Basic sales skills

· Strong math skills

· Strong communication skills

· Good organizational skills

· Ability to work in a team environment

· Ability to deal with member reaction in adverse situations.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements: To perform this job successfully, the employee must be able to perform each essential job duty satisfactorily. All employees must be able to communicate face to face or through technology with or without reasonable accommodation. Employee will be in an office environment (well-lighted, heated and air-conditioned) typically stationed at a desk or table. Employee will be asked to sit and stand for various increments of time, and to lift/push up 25 lbs. Clerical office duties on various forms of technology are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

SAFE ACT Disclosure: All positions that have lending responsibilities must comply with all requirements under the SAFE ACT, as well as the union’s policies and procedures related to the SAFE ACT. This includes an obligation on the employee’s part to ensure that NMLA registration pertaining to the SAFE ACT is kept current. The employee must notify the credit union within 30 days of any changes that need to be reflected on the NMLS Registry.

EEO Disclosure: Georgia’s Own Credit Union is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law. Consistent with obligations under federal law, every company that is a federal contractor or subcontractor is committed to taking affirmative action to employ and advance women, minorities, disabled veterans, special disabled veterans, veterans of the Vietnam era, and other eligible veterans.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Application Question(s):

• Are you able to describe your current/prior Call Center experience?
• Are you located in Georgia?

Education:

• High school or equivalent (Required)

Experience:

• Banking or Finance Industry: 1 year (Required)
• Call center: 4 years (Required)
• Customer service: 4 years (Required)

Work Location: Hybrid remote in Atlanta, GA 30303