Card Services Call Center Manager
Description
LFCU, a full-service credit union, is seeking a Card Services Call Center Manager to oversee the daily operations and activities of the Card Service Call Center. The successful candidate must possess exceptional leadership and excellent service skills, professionalism, confidentiality, multi-tasking and problem-solving skills. The ability to assist in coaching and mentoring employees is required. Candidates must be available to work Saturdays on a rotating basis. Previous credit union or financial institution experience is desired. If interested, please proceed by clicking Apply.
Duties and responsibilities include but are not limited to the following:
- Coordinate all aspects of the Card Services Department Call Center and supervise the daily routines of the Card Services Assistants.
- Provide coaching and support to Card Services Assistants, including leading group and individual meetings on a regular basis and performing monthly call reviews for all employees.
- Complete annual employee reviews.
- Review and approve employee time off requests.
- Cultivate a positive work environment.
- Provide support for Card Services inquiries by assisting members and staff.
- Serve as the primary point of escalation for member Card Services related inquiries.
- Work in tandem with the Card Services Operations Manager to ensure all responsibilities of the Card Services Department are completed.
- Work with vendors and available resources to assist in troubleshooting issues in a timely manner.
- Assist with implementation of new products and services as stated in credit union goals.
- Maintain a working knowledge of applicable rules and regulations, update department manuals, and communicate changes to applicable staff.
- Coordinate and assist in balancing General Ledger accounts related to Card Services.
- Review credit cards with a credit balance monthly.
- Assist with ScoreCard related processes and inquiries.
- Assist with opening and closing the Operations Center on scheduled Saturdays, as well as serving as a department manager on a rotating Saturday schedule.
- Assist with other tasks when volume is heavy or for vacation relief.
- Develop a working knowledge of applicable business systems.
- Complete all required compliance training.
- Represent the Credit Union in a friendly, positive, and professional manner in member, staff and vendor interactions.
- Maintain a security-focused approach when handling member requests.
- Gain and maintain knowledge of the Credit Union’s history, philosophy, organizational structure, bylaws, policies, and operational procedures.
- Adhere to the Credit Union’s S.E.R.V.I.C.E standards and commitment to member service.
- Any other duties assigned by supervisor or management.
Benefits and Compensation:
- Bonus and incentive opportunities
- Paid Holidays
- Paid Time Off (Vacation, Sick and Personal Days)
- Medical, Dental and Vision Insurance
- 401(k) retirement program with matching funds
- Employer paid Group Term Life Insurance, Short Term and Long Term Disability Insurance
- Tuition Reimbursement Program
Liberty FCU is an Equal Opportunity Employer, Minority/Female/Disability/Protected Veteran.