服务中心贷款助理经理
Service Center Loan Assistant Manager
请在申请前参考以下时间安排和最低资格要求。
如果您在填写我们的申请表或申请、面试、雇佣过程的任何阶段需要帮助，请联系我们的人力资源团队，电话801-366-6947 选项1，或发送邮件，我们将尽最大努力及时满足您的需求。
职位概述
协助并管理呼叫中心的运营和员工，包括来电和外拨电话。确保为会员提供高质量的服务，增强他们与信用合作社的财务关系。
职位描述
地点
远程，MACU 覆盖区域
时间
周一至周五 上午10:00 - 晚上7:00 MDT，轮班周六和周日
由于业务需求，工作时间可能会有所调整
为了有效执行工作，个人必须能够成功完成每项工作职责。
- 指导和培训呼叫中心代理人员的销售和服务技巧。
- 向外部会员介绍产品和服务。
- 使用AAA提升会员体验，同时利用我们的产品和服务改善会员的财务状况。
- 管理员工，包括指导和发展、轻微的纪律处分、绩效评估、目标设定、奖励和认可、职业发展等。
- 协助代理解决有问题的账户/升级问题，同时进行指导以持续改进，提高代理的日常生产力。
- 监控代理的通话，并每日、每周和每月审查关键指标，确保符合质量标准和所有政策和程序。
- 协助预算和部门规划会议，推动部门内的创新/改进。
- 能够管理多种会员联系方式（来电和外拨）- 电话、聊天、电子邮件、邮件、申请等。
- 进行审计，确保我们满足外部（法规）和内部（程序）的高标准合规要求。
- 对所监督的呼叫中心代理相关的业务决策拥有批准权。
- 完成其他指派的任务。
知识、技能和能力
列出的要求代表了所需的知识、技能和/或能力。为使有残疾的个人能够履行基本工作职责，可能做出合理的调整。
经验
三年相关或类似工作经验
教育
两年制大学学位或完成商业或相关领域的专业课程
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Please reference the schedule and minimum qualifications listed below before applying.
If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email and every reasonable effort will be made to accommodate your needs in a timely manner.
Job Summary
To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.Job Description
LOCATION
Remote MACU Footprint
SCHEDULE
Monday - Friday 10:00 am - 7:00 pm MDT with rotating Saturday and Sunday
Hours could change due to business need
To be effective, an individual must be able to perform each job duty successfully.
- Coaches and trains call center agents regarding sales and servicing techniques.
- Educates external members regarding products and services.
- Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.
- Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.
- Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.
- Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.
- Assists in the budget and departmental planning sessions driving innovation / improvements across the department
- Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.
- Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).
- Holds approval authority in making business decisions related to call center agents supervised.
- Performs other duties as assigned.
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
Three years of similar or related experience
Education
Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent
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Computer/Office Equipment Skills
Basic computer operating skills. Advanced skills in Microsoft Office (Outlook, Word, Excel) Must have a good knowledge and confidence in working with Symitar. Type a minimum of 35 words per minute. 10-Key experience.
Managerial Responsibility
Has managerial responsibilities that are assigned and over seen by area manager. Managerial responsibilities are direct or through work/team leaders or assistants. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.
Other Skills and Abilities
Abilities usually acquired in three years Call Center Supervisory experience. Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions. Must have the ability to coach and direct the work of others to give quality service. Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment. Must have the ability to supervise and lead others to give quality service. Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union. Must have the ability to work in a team environment and promote teamwork among staff.
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistently
Vision Requirements
Close vision (clear vision at 20 inches or less)
Distance Vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift up to 10 pounds consistently and up to 25 pounds occasionally
Environmental
There are no unusually environmental factors
Noise Environment
Moderate noise (business office with computers and printers, light traffic)
***This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***
Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.
Originally posted on Himalayas