Now Hiring - Manager, Call Center in Fort Knox, KY

At Abound Credit Union, we are committed to hardworking Kentuckians. Driven by our dedication to members and community, we create a connected space that inspires financial wellness. We do that by sharing our knowledge, strength and accessibility to provide market-leading value that makes more possible for our members.
Here at Abound Credit Union, culture is big deal. We roll up our sleeves each day to make this an awesome place to work. We want to bring great things to our communities, be awesome to each other, ready for whatever comes our way, and hungry to learn and grow as people and professionals. Our best is built from the inside out.

POSITION SUMMARY

Directs all aspects of the operations of the member resource center to ensure effective and efficient response time, quality of member service, and compliance with existing regulations and policies. Participate in the strategic planning of member resource center activities. Oversee the management of staff, ensuring accurate and efficient service to Credit Union members and the achievement of operation and revenue related goals.

ESSENTIAL DUTIES

• Coaches staff to ensure that timely, accurate, responsive, friendly service is provided to members using the Credit Union’s phone service, and internet chat systems. Establishes and maintains an environment conducive to productive Member sales and service.

• Analyzes work flow, policies, and procedures. Utilizes process improvement methodologies and practices and initiates changes within authority to improve efficiency and effectiveness; makes recommendations for changes, which exceed authority.

• Develop and/or assist in the development of training for member resource center personnel on system, products and services, policies and procedures, sales and service techniques, and governmental rules and regulations.

• Works in partnership with and leads various internal business projects to support, improve, and implement new initiatives, products and services, and operating procedures and processes.

• Performs personnel management functions for assigned staff including work schedules, performance counseling and appraisal, on-the-job training. Identifies professional development needs of staff and encourages staff to pursue.

• Develops and submits annual budget requests and departmental goal statements. Executes assigned budget and goals and pursues operational efficiencies.

• Monitors call reports. Analyze employee efficiency, response time, accuracy, new business, and member satisfaction to ensure the delivery of quality member service.

• Keep abreast of changes in the industry and changing trends in lending and react to changes in a way that maintains competitiveness.

• Acts as a senior loan officer on loan business processed within the department.

• Serves as a member of the Credit Union management team; participates in promotions, team-building activities, and endeavors designed to enhance the overall position of the Credit Union.

• Performs other duties as assigned. The list of essential functions is not exhaustive. It may be supplemented as necessary from time to time.

SKILLS
REQUIRED:

• Applicants for this position must successfully complete and pass the eligibility requirements for registration under the Secure and Fair Enforcement for Mortgage Licensing Act (S.A.F.E. Act), which requires Federal Registration under the Nationwide Mortgage Licensing System and Registry. Applicants at the minimum must furnish the Registry with information concerning the applicant’s identity including: (1) Fingerprints for submission to the FBI and any other relevant governmental state agency for a State and national criminal history and background check; and (2) personal history and experience including authorization for the Registry to obtain information related to any administrative, civil or criminal findings by governmental jurisdiction. Failure to successfully pass the Registry background screening requirements could result in loss of position and/or employment

• Bachelor’s degree in Business or related field or progress toward completion or equivalent work experience.

• Ability to operate a personal computer with a high level of proficiency in such software applications as word processing, spreadsheets, workforce management, HR systems, internet and email. Ability to operate a fax, calculator and copier

• Possess extensive team-building skills that produce and support collaborative efforts in the decision-making process. Excellent people skills and ability to manage varied personalities.

• Professional, well-developed written and verbal communication skills necessary for supervising Credit Union personnel, communicating essential information to Senior Vice President of Retail Operations.

• Ability to effectively communicate Credit Union products and services in order to cross sell.

• Extensive knowledge of loan, teller and member service operations/procedures.

• Record of success in meeting assigned goals, objectives and positive cross-sells achievement.

• Ability to maintain quality member services support.

• Ability to maintain professional demeanor in all situations and for clear self-expression orally and in writing.

• Previous Supervisory experience.

DESIRED:

• M.B.A. or Master’s Degree in related field.

• Previous credit union management experience.

SALARY INFO
$64,050.10 - $80,062.62 / year

Job Type: Full-time

Pay: $64,050.10 - $80,062.62 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Tuition reimbursement
• Vision insurance

Work Location: In person