Now Hiring - Avenir Financial FCU - MCC MANAGER in Yuma, AZ

Full description of the position

Purpose Oversee the daily operations of the credit union's member call center. Ensures delivery of exceptional member service through various channels, including phone, email, chat, secure messages and potentially other digital communication methods. Ultimately responsible for all department actions, compliance, safety, sales, service, and operational excellence. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act. Essential Functions & Responsibilities * Supports the credit union's Strategic Plan and understands how MCC's role contributes to the overall success of the organization * Lead, coach, and develop a team of MCC Specialists, fostering a member-centric culture focused on building strong relationships, resolving inquiries efficiently, and promoting credit union products and services. * Hires, supervises, develops, motivates, disciplines, and terminates (when necessary) personnel * Develop and implement individual and team goals aligned with the credit union's strategic objectives and service standards. * Develop procedures to optimize efficiency, effectiveness, and member satisfaction. * Monitor and manage key performance indicators (KPIs) such as call answer rates, average handle time, resolution rates, member satisfaction scores (e.g., Net Promoter Score - NPS), and adherence to service level agreements (SLAs). * Develop and present regular reports on call center performance, trends, and improvement initiatives to senior management. * Manage and optimize the use of call center technology and systems, including phone systems. * Collaborate with other departments to ensure seamless member experience and effective communication * Analyze member feedback and complaints to identify trends and implement solutions to improve the member experience. * Act as an escalation point for complex member issues and resolve them effectively and to the member's satisfaction. * Demonstrates the ability to provide effective decision making that is in the best interest of the credit union, the department and the member * Must maintain appropriate knowledge of credit union products, services, and promotions to effectively address member inquiries and identify cross-selling opportunities. * Responsible for complying with the Bank Secrecy Act policies and procedures, including attendance at annual training, as directed by the Bank Secrecy Act Officer. * Works in the spirit of the credit union's purpose and values internally and externally. * Responsible for performing other duties as assigned. Qualifications, Requirements, & Skills The qualifications, requirements, and skills below are representative of those required to successfully and satisfactorily perform the essential duties and functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and functions. Education/Certification Bachelor's degree in management or other related field, preferred. A combination of education and work experience may be substituted for a degree. * Required Experience Three to five years' experience in a member-facing Branch Operations role in a financial institution or call center operations, preferably in a sales and service environment. Some supervisory/management experience required. * Required Knowledge Must be proficient in branch operations as well as call center operations. Must also have solid knowledge of credit union products and services. * Skills/Abilities Sound judgment; flexibility; initiative; effective communication, public relations skills; ability to lead, motivate and coach; attention to detail; collaboration; and a professional appearance and manner. * Characteristics Must have a positive attitude. Must be self-motivated and able to function independently in a multi-task environment while also taking direction and working as part of a team. Must possess a high level of integrity, recognizing the need for discretion and confidentiality. Must be able to tactfully handle all situations and remain impartial. Must have a collaborative work style.