Allegacy Federal Credit Union
Winston Salem, NC, United States
Call Center, Customer Service, Manager
The purpose of this position is to plan, develop and implement strategies to provide outstanding customer service, lead follow-up, and to assist members through needs-based selling; along with assisting and encouraging members to use our automated and digital channels. A major part is the hiring of professionals who fit our culture and have the skill sets to meet the demand of two fast pace, high volume call centers. One that handles inbound and outbound calls, takes loans over the phone and makes outbound calls to support the credit union’s goals. The staff also supports other departments: Business Development, Mortgage, VISA, Allegacy Investment Group, Support Services, E-Services, Allegacy Wealth Management, Automated Branches and others. The second is an internal call center, Operations Support Specialists (OSS), which does extensive research for all areas of the credit union. Also, this position must stay continually abreast of new call center technology for strategic planning to assist the credit union in meeting future growth goals, while assisting members to make smart financial decisions
The Call Center Manager is responsible for managing the day-to-day operations of the call center; along with the assistance of Call Center Supervisors. This position develops the processes for the Call Center that work in conjunction with AFCU policies. This position's direct reports are the Call Center Supervisors and the Operations Support Team. The Call Center Manager reports to the Sr. Vice President of Digital and Retail Banking. The challenge of running a call center is weighing quality calls against a metric of specified service levels, average speed of answer, correct scheduling of agents and correct forecasting of call load, while meeting future sales production goals to support the organizations’ needs.
The Call Center Manager works closely with the managers of e-Services, Lending, IT and Branch Operations to bring new delivery channels to our membership.
Streamlines and integrates processes to deliver enhanced seamless services to our members across multiple channels with an emphasis on our digital channels.
Integrates CRM solutions to enhance the team’s member service, provide lead follow-up and meet needs-based selling goals.
Holds employees accountable for their performance, attitude and behavior.
Meets with each employee to review previous performance, set goals for performance and develop plans to improve employee’s performance.
Responsible for exceptional member service to every member, every time by ensuring employees deliver consistently high quality service to both internal and external members that are in alignment with our Brand Culture and delivering on our mission.
Ensures that the employees meet sales and service goals as established by the credit union.
Demonstrates enthusiastic support of corporate mission, core values and long-term objectives. Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
Has effective knowledge of the credit union’s products and services.
Ensures an understanding of the Performance Management system and company-wide objectives.
Fairly and consistently evaluates employees against the Allegacy behaviors.
Oversees the scheduling for staff using a forecasted call load in order to have the correct number of employees in the seats ready to take calls.
Conducts quality assurance training and continual develops of the QA program for the call center.
Monitors and manages the metrics and how we compare daily, weekly and monthly to an established scorecard and providing those statistics to staff and senior managers; while working to improve scores.
In coordination with SVP Digital and Retail Banking, develops and monitors budget; along with processing invoices.
Allegacy Federal Credit Union
Website : http://www.allegacyfcu.org
Founded in Winston-Salem in 1967, Allegacy Federal Credit Union has grown to become one of the largest credit unions in North Carolina. We now boast just around a billion in assets and more than 110,000 members located throughout the world. Driven by our dedication and accountability to our members and our belief that everyone deserves to realize their vision of the good life, Allegacy continues to deliver exceptional customer service, sound financial advice and smart personal and business banking products designed with our members' best interests in mind.