Insight Credit Union
  • 27-Apr-2018 to 07-Jul-2018 (EST)
  • Member Support Center
  • Winter Springs, FL, USA
  • $15.47 to $17.40 offer based on compensation policy.
  • Hourly
  • Full Time

Maintain the Member Support Center functionality by assuring the department is staffed to meet member demands, and provide guidance and support to staff. Direct and coordinate the activities of personnel in department, assisting Member Support Management in ensuring the department meets organizational, operational, service and growth plans.

This position is located at:
270 Winding Hollow Blvd.
Winter Springs, FL 32708 

Monday - Friday 8:30am to 6pm
Saturday 9am to noon

Essential Functions & Responsibilities:
35% Assists management with motivation, coaching, training and professional development of department staff. Coaches employees on member satisfaction surveys, monitors performance gaps and documents results for additional corrective action. Support sales efforts by encouraging staff to meet departmental goals. Conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations from subordinates.

20% Assists employees with member phone inquiries including taking member escalated calls; identifying opportunities to improve members' financial lives via cross selling or product recommendations. Researches/resolves problems within scope of authority; refers problems beyond their authority to next level supervisor with their recommendations.
15% Directs Member Support staff workload. Creates and monitors weekly department schedule and tracks time off requests to ensure adequate coverage is maintained. Track annual training requirements.

10% Monitors department operating results and ensures appropriate steps are taken to correct unsatisfactory conditions. Maintain daily phone system statistical tracking logs.
10% Assist the department phone queue by taking member calls to minimize hold times. Identifies cross sell opportunities, and answers questions about products and services.
5% Maintains member account information on computer system to including but not limited to: address changes, debit card maintenance, check orders, wire transfers.
5% Performs other job related duties as assigned.
Performance Measurements:
1. To provide and ensure that the Credit Union Core Values are met on a consistent basis. The employee should obtain an average Quality Loop score of 2.5 or better when providing Members Support.

2. Responsible for compliance with BSA, AML, OFAC, and CIP as set forth in credit union policy.

3. Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.

4. Monitor operator response to members to identify training, coaching, development, or corrective action.

5. Ensure the department processes member transactions with zero unresolved errors.

6. Develop and maintain knowledge of new policies and procedures to ensure compliance with all applicable regulations.
7. Consistently refer credit union products and services to grow the credit union and serve our members. Ensure staff is doing the same.
8. To carry out assigned responsibilities with zero errors as it related to member/non member interaction.

9. To maintain a dependable record of attendance and timeliness.
Knowledge and Skills: 
Experience: One year to three years of similar or related experience.

Education: A high school education or GED.
Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills:  1. Must have excellent oral and written communication skills. 2. Must be able to operate general office equipment including 10-key calculator, copier, fax, and computer.
Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.
Insight Credit Union is an EO Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity
Insight Credit Union
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