Contact Center Quality Manager jobs in Wilmington, DE

Description

COMPANY PROFILE

Del-One Federal Credit Union (Del-One) is a member-owned, financial cooperative and has been a part of the community for over 60 years. Del-One strives to be the members’ financial partner for life. Del-One staff work as member advocates; learning about their needs and wants and helping them to find ways to reach their financial goals. Del-One is more than just a full-service financial institution with over 11 branch locations throughout Delaware. It is an organization that also embraces the community it serves. 

In addition to being Delaware’s largest credit union, Del-One has been recognized as a “Top Workplace” and “Best Credit Union” seven consecutive years. Del-One is strategically positioned to deliver on the organization’s brand promise of providing value to its membership through innovative product development and exceptional service. Del-One continues to create compelling career and professional development opportunities up and down the organization recognizing the success of the credit union is driven by the engagement and strength of the team.

POSITION PURPOSE

Responsible for handling a variety of member service calls in a prompt, professional, and courteous manner. Demonstrate a proactive approach to anticipating and resolving member concerns with the goal of exceeding each member’s expectations by addressing member questions and problems regarding a variety of products and services Completes and maintains related reports, records, and files. Cross sells Credit Union products and services and supports all functions within the Contact Center, advising and advocating for broad needs and interests of Del-One members

Requirements

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Assumes responsibility for the effective and professional completion of Contact Center representative functions.

• Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
• Promptly receives member telephone questions and complaints in a professional manner and understanding how members engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.
• Actively and professionally cross sells Credit Union services.
• Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Contact Center Shift Supervisor
• Provides general information to members on Credit Union policies, procedures, and programs; assist members with any issues, questions, problems, or complaints they may have.
• Performs routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.
• Maintains and projects the Credit Union's professional reputation and commitment to member service.
• Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with coworkers and with management.

• Assists Contact Center personnel as required.
• Keeps supervisor informed of area activities and significant problems.
• Completes required documents, reports and records accurately and promptly.
• Attends and participates in meetings as required.

Assumes responsibility for related duties as required or assigned.

• Assists other departments as necessary.
• Assists in verifying accounts and other member correspondence.
• Keeps work area clean, secure, and well maintained.

PERFORMANCE MEASUREMENTS

• Contact Center representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
• Good business relations exist with members. Member problems and complaints are promptly and professionally addressed and resolved.
• Accurate and complete information about Credit Union products and services is provided to members.
• Good working relationships and coordination exist with coworkers and with management. Appropriate assistance is provided to Contact Center staff as needed. Supervisor is informed of activities.
• Required documents, reports, and records are accurate, complete, and timely.
• The Credit Union's professional reputation is conveyed and maintained.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent

REQUIRED KNOWLEDGE:

• General knowledge of Credit Union products, policies, and procedures
• Basic understanding of loans, payment processes, and interest rates

EXPERIENCE REQUIRED: At least 1 year of experience in contact center environment; preferably in a financial institution

DESIRED SKILLS/ABILITIES:

• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our members’ financial lives.
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex member problems through creative solutions.
• Has a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
• Has a dependable team-player attitude with an understanding that calls must be handled immediately, including weekends.
• Communicates effectively and confidently with all members to make their financial lives better.
• Has the ability to engage with members – begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
• Ability to use a personal computer and related software applications including Microsoft Word or Excel
• Basic mathematical skills
• Ability to manage multiple tasks simultaneously
• Attention to detail

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

FINGER DEXTERITY: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery

PHYSICAL STRENGTH: Sedentary work; sitting most of the time; exerts up to 10 lbs. of force occasionally

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving a few variables

MATHEMATICS ABILITY: Ability to perform basic math skills including adding, subtracting, multiplying, and dividing two digit numbers; the four basic arithmetic operations with money; and to use decimals to compute ratios and percent

LANGUAGE ABILITY:

• Ability to use passive vocabulary of 5,000-6,000 words; read at a slow rate; and define unfamiliar words in dictionaries for meaning, spelling, and pronunciation
• Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
• Ability to communicate in complex sentences, using normal word order with present and past tense and good vocabulary.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at will employer. Employees can be terminated for any reason not prohibited by law.