Position Overview:
Management and oversight of the Remote Support Member Service Representatives and In-house Call/Contact Center Agents of the Credit Union. Hire, manage and train up to 8 direct reports. Manage work of debit card and home-banking administrator, wire processing (domestic and international), remote deposits, IRA Deposits, Withdrawals and reporting, and remote new account opening. Consumer loan approval and processing. Review and update policies, standard operating procedures, and work instructions. Help achieve Credit Union sales goals. Ensure excellent member service standards.
Job Profile:
- Full working knowledge of credit union deposit and lending products and services and day to day operations of all branch operations w/ customer service and sales culture orientation
- Management and back up of all tasks of Call/Contact Center operations – including taking member calls and processes member requests.
- Hire/Manage/Develop all MSR’s and Contact Center associates and guide each associate in the completion of their respective tasks and duties.
- Conduct the monthly sales and service coaching meetings and annual review of each direct report and assist them to prepare development plans in coordination with VP Sales and Service and Training/Information Coordinator.
- Manage, maintain or develop reports or tracking materials to monitor and manage key Contact Center functions.
- New Product development and implementation, Project management, as required.
- Understand and participate in the annual budgeting process with relation to Contact Center needs
- Participate in the setting and achievement of credit union goals (long and short term) and participate in, own and support the decisions made to all levels of the organization Develop and maintain relationships with all departments within Coca-Cola Co. as needed to accomplish goals of branch operations; including but not limited to Voice Management Services, Company Store, Sanctuary Live Ops, Fountain, on-site security, corporate security.
- Develop and maintain relationship with 3rd party vendors to insure complete and effective support in accordance to all agreements and matrix; including but not limited to Core Data Processor, Fiserv Virtual Branch, Shared Branching Network, Audio Response, Debit Card provider
- Understand State and Federal banking laws, rules and regulations and utilize this knowledge to prepare policies and procedures to adhere to each as they pertain to branch operations
- Build and maintain effective relationship with other members of the credit union management team
- Resolve member needs, conflicts, complaints when escalated form direct reports and insure high quality member service
- Supervision of up to 8 direct reports
Human Resources duties:
- Planning and implementing all aspects of daily Contact Center operations including development of new products and services, staffing needs and long term strategic planning as it pertains to Contact Center and branch operations.
- Management team – coordinate with and cooperate on inter-departmental projects and goals.
- Interface with credit union movement (industry) peers and other key industry representatives and trade associations in order to maintain most up to date knowledge of industry standards in delivery and management products and services.
- Interface with external auditors and Regulators as pertains to daily branch operation functions, internal controls and delivery of products and services.
- Attend Atlanta Credit Union Chapter and EFT Council meetings and functions.
- Full time direct reports: up to 8. Full responsibility hiring, training, motivating and evaluating MSR and Contact Center associates.
- Assist reviewing and implementing compensation strategies, organizational structure changes and work analysis for Contact Center and branch operations.
- Attend periodic meetings of Georgia Credit Union League.
- Regulatory Analysis – ability to institute policies and procedures to comply with state and federal regulations and laws as pertains to branch operations
- Statistical Analysis – ability to accumulate relevant data, assemble and analyze in order to monitor effectiveness of team, goals as assigned and compare to industry standards.
- Working knowledge of credit union movement purpose and philosophy
- Member and Customer Service focus
Education:
- Bachelor degree in banking, accounting, management or other related field or equivalent experience.
- Previous lending decision-making and processing experience required.
- Bilingual (Spanish) a plus
Professional Work Experience:
- At least 2 years of experience in assisting with the managing, training and coaching staff using successful teambuilding skills
- Ability to delegate and follow-up
- Effective communications (both oral and written)
- Effective Decision making skill
- Effective conflict management skills
- Ability to effectively prioritize and manage work load
- Effective problem solving skills
- Effective Computer software & hardware skills including credit union specific database management
- 3 years plus in banking or credit unions.
- Contact (Call) Center management experience preferred.
Leadership Behaviors:
- DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business (encompassing everything from continuous improvement to new product and package innovation).
- COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler).
- ACT LIKE AN OWNER: Deliver results, creating value for our brands, our System, our customers and key stakeholders.
- INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible.
- DEVELOP SELF AND OTHERS: Develop self and support others’ development to achieve full potential performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants
employees
and contractors of the company. The scope of this inquiry may cover such elements as education
employment history
a criminal history check
reference checks
and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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