Contact Center Supervisor

Description

Overview: Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation. We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee. Today, we serve 13 counties with a full line of financial solutions. Our purpose and commitment to financial health has never changed. We recognize what is good for our members is good for us. We aspire to high standards of integrity, excellence, and passion. Furthermore, we strive to be innovative for the members’ benefit and engaged in the betterment of their communities.

The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. As a Contact Center Supervisor, you will foster collaboration and skill building with Contact Center Representatives. You will work a ticket queue and perform all member call back, allowing Contact Center Representatives to focus solely on incoming calls. You will be a role model in the Contact Center, leading by example and motivating others with feedback and support.

Looking to the future of the Contact Center, you will be vital in all things digital, from being a subject matter expert to training the Contact Center Representatives on new products. Your feedback will be necessary in finding products to meet our member needs.

Member Experience will be in the forefront of your mind, working to correlate complaints that are received and formulate resolutions to minimize reoccurring issues. You will own member needs and foster the best experience with prompt and accurate service.

What you will do:

• Assist Contact Center Representative with questions and issues
• Technical specialist
• Support new employee training
• Give overrides and approvals within set limits
• Perform all member call backs
• Refunding fees, within set limits
• Assist representatives on mobile and smart ATM questions
• Manage Contact Center ticket queue including but not limited to
• Fraud disputes and provisional credits
• ACH issues and questions
• Credit/Debit issues and questions
• Supervise up to 5 Contact Center Representatives, working with them on issues that arise day to day
• Complete the call backs to members to complete wire transfers
• Support their needs and continue their knowledge and learning, by assisting as needed
• Assist the Contact Center Manager with scheduling, as needed
• Proactively increase the member experience
• Support the Digital Strategist and VP of Member Experience by giving insight to concerns members share and frustrations you encounter
• Work closely with other Supervisors to identify complaints that share common issues
• Continue to learn and look for new and innovative ways to better our membership
• Perform other duties as assigned

Requirements

Qualifications: High school diploma or GED 3 – 5 years of experience in a financial institution or contact center setting At least 1 year of service in the Listerhill Contact Center can be substituted for experience Ability to multitask Must have a higher than average understanding of the systems used in the Contact Center Must possess a professional deminer, strong communication, analytical and critical reasoning skills, personality traits conducive to a sales and service culture, and sharp problem-solving skills Must be able to communicate efficiently to all areas of the credit union, both verbally and in writing Ability to lead others and have them accept ideas you are presenting Must successfully complete appropriate LCU assessments This Job Description is not a complete statement of all duties and responsibilities comprising this position. Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.