Member Contact Center Shift Supervisor

Air Force Federal Credit Union, chartered in 1952 with assets of more than $310 million and over 44,000 members worldwide, is seeking an evening Contact Center Shift Supervisor. The work schedule for this position will be 2pm to 11pm. Our Member Contact Center will operate 24/7, 365 days effective October 1, 2008. Training will be provided on or before October depending on the availability of the selected individual.

 

As a Member Contact Center Shift Supervisor for AFFCU, you will supervise department employees to ensure Member Contact Center functions are performed professionally, timely and accurately; policies and procedures are appropriately enforced and in compliance with federal and state regulations; and provide member service that exceeds our members’ expectations. Identify members’ financial needs and promote AFFCU products and services to fulfill our members’ needs.

 Duties and Responsibilities:

· Supervises, trains, motivates and recognizes Member Contact Center employees. Submits timely Performance evaluations for assigned Member Contact Center employees to the Vice President Remote Services for review and execution.

· Monitors employee call volume, quality, accuracy and member interactions to ensure employees provide exemplary member service that meets and exceeds our members’ expectations.

· Effectively handles escalated member calls and complaints. Applies sound judgment and refunds Credit Union fees within delegated authority.

· Develops, manages and allocates assigned resources to ensure coverage of assigned shift. Manages the employee’s timecards to ensure time cards accurately record and compensate employees for time worked or leave requested.

· Coaches and motivates Member Contact Center employees to provide service solutions to members to ensure the overall service goals are attained. Monitors cross-selling attempts and successes; provides an on-going review of products and service benefits; mentors on proper selling techniques; and reviews and communicates service shops performance ratings at the individual level to recognize achievement and to affect change to improve the service culture of the Member Contact Center.

· Accurately performs account transactions to include, but not limited to, transfers, withdrawals, loan and Visa payments, advances, wire transfers and Western Union commercial transfers via telephone, fax or e-mail.

· Reviews and processes loan applications by mail, telephone, and fax or in person. Interviews applicants, prepares and maintains underwriting worksheet.

· Analyzes loan applications to issue loan approvals, denials or counter offers in accordance to lending authority as specified in the lending policy. Contacts members for information or to provide the status of pending loans; and prepares underwriting worksheet.

· Performs research and resolves outstanding member issues.

· Performs all other duties, as required.

 

Required Qualifications:

· Must have three (3) years experience in a call center position or have equivalent work experience.

· Supervisory experience is preferred.

· Must have excellent leadership, interpersonal, organizational, and telephone etiquette skills.

· Must have strong workflow and communication skills (both written and oral).

· Must communicate and cooperate with fellow employees, supervisors and Management.

· Must be available to work seven days a week and overtime, including holidays as needed.

· Must be available to back up other Shift Supervisors on other shifts, as needed.

· Must be bondable and have a good consumer credit report required.

 

AFFCU offers regular employees a great compensation and benefits package which includes access to group medical, dental, and life insurance coverage, retirement plans, paid vacation and sick leave, as well as a birthday holiday and Federal holidays.

 

  Apply online at www.airforcefcu.com No Telephone Calls, Please.

   Resume only submissions will not be accepted.

AFFCU is an Equal Opportunity Employer, AA.M/F/D/V