Contact Center Relationship Manager

Thank you for your interest in a career with Centra. A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our communities. Centra was established in 1940 and is headquartered in Columbus, Indiana. Centra is ranked among the top five largest credit unions in Indiana and among the most financially sound institutions in the United States. Centra serves Membership throughout central and southern Indiana as well as other areas like Jamestown, NY, and Whitakers, NC. Centra Team Members enjoy excellent benefits, an atmosphere that fosters family and work-life integration, a heritage of strong values, a high level of Team Member engagement in the achievement of results, and the opportunity for growth with the Centra Family. Credit Unions are Not for Profit, Not for Charity, But for Service. If these are the things that matter to you then please read on, we look forward to hearing from you.

Centra Credit Union has an exciting opportunity for a Contact Center Relationship Manager located in Columbus, IN. The Contact Center Relationship Manager assists in the management of the multi-channel Contact Center Department and Team Members. Management includes fulfillment of supervisory and Team Member development duties; ensuring best of market Member experience standards through service delivery; ensuring team performance and positive engagements to create value for Members; and maintaining Contact Center in a safe and sound manner in compliance with policy and procedure. Collaborates with IT Department on technical issues, system updates and new technology. Collaborates with other Departments for daily operations, Centra promotions and project related activities.

Spanish/English interpreters may be eligible for an interpreting differential.

ESSENTIAL FUNCTIONS: This position may be required to perform additional duties as requested. Reasonable accommodations may be made to enable individuals with disabilities to perform.

• Lead and manage Department activities and Team Members executing the strategic plans for the department and in accordance with engagement focused goals, objectives and policies established.
• Counsel, train, and support Team Members on product knowledge, Member inquiries, and promotion of products and services at the Credit Union. Fosters successful on-boarding and in-boarding of new Team Members. Supports Team Members in de-escalating incidents and issues to result in creating value.
• Assists Team Members in troubleshooting Centra Phone, Website, Billpayer, Debit/Credit Cards issues, Mobile Banking, and all other products and services.
• Execute and develop collaboration within the organization and other Departments to ensure a team effort and positive member experience delivery.
• Obtain or exceed key product/service goals within the Department to ensure profitable and sound business practices for the Credit Union.
• Maintain ongoing communication with Vice President Contact Center, informing of all pertinent problems, irregularities, new developments, changes, or other important information discovered via Member engagement.
• Maintain compliance with all Credit Union policies, procedures, compliance, and security protocols.
• Engage in projects across the Credit Union providing Contact Center subject matter expertise.
• Ensure the coordination of maintenance, vendor management, and administration of the Interactive Teller Machines (ITM).
• Supervises the day-to-day operations of Contact Center. Supervisory duties include performance management, training and development, and demonstrating and cultivating Centra’s Vision, Mission and Core Values.

EDUCATION & EXPERIENCE – (Equivalent combination of Education & Experience will be considered.)

• High School Diploma or General Education Diploma (GED)
• A minimum of one year up to three years of similar or related experience, including preparatory experience.