Inbound Contact Center Manager jobs in Columbus, OH

• Provide excellent member service and handle difficult or escalated issues while building rapport with members, processing requests, respond to inquiries and resolving issues with accuracy
• Conducts quality reviews to ensure policies and procedures are followed and service standards are met
• Act as a Subject Matter Expert (SME) to others within the Contact Center as well as the Credit Union providing guidance for regulations, processes, procedures, products, and services
• Train, guide, and motivate the Contact Center staff
• Develop a team environment that fosters growth and the desire to help others
• Work collaboratively with the Contact Center Manager and provide management direction in their absence
• Assist with initiating discipline of employees when appropriate to improve their work performance, while maintaining professionalism and confidentiality
• Identify and escalate priority issues to the Contact Center Manager when necessary
• Prevent possible disclosure of sensitive information to unauthorized individuals by verifying caller data utilizing different sources as necessary
• Troubleshoot technical issues related to online banking, web browsers, etc.
• Identify and recommend areas of process workflow improvement
• Build strong member relationships through ownership of problem solving and follow through
• Assist with department scheduling and timecard corrections and approvals
• Assist with operational duties related to opening and closing the Contact Center
• Provide appropriate overrides to branch staff if management is not available
• Assess situations, apply sound judgement and use troubleshooting skills to assist members
• Proactively seek cross-selling opportunities by evaluating Members’ needs, existing loans with other financial institutions found on credit reports, and explaining available credit union services
• Understand and follow BMI FCU policies/procedures complying with federal regulations including but not limited to: Bank Secrecy act, Anti Money Laundering regulations, USA Patriot Act, Office of Foreign Asset Control, and Truth in Savings (National Credit Union Administration Part 707)

• High school diploma or equivalent required
• 3 years of experience in a financial institution customer service environment; a viable combination of experience and education will be considered
• High-level of understanding of lending and technical assistance for online banking users
• Ability to lead and motivate staff
• Ability to perform all Contact Center duties and functions and identify system/process gaps to drive improvements
• Excellent verbal and written communication skills as well as interpersonal skills
• Ability to balance multiple tasks and changing priorities with high attention to detail
• Strong analytical and problem-solving skills
• Ability to work effectively in a team environment
• Proficient in Microsoft Office with competencies in Excel, general computer programs, and general office equipment
• Have a elevated understanding of computer operating systems and web browsers to assist members with online access and troubleshooting technical issues
• Basic math skills
• Proficient in organizing projects, prioritizing work and completing multiple tasks accurately
• Possess a professional demeanor
• Ability to receive and maintain confidential information
• Knowledge of solution driven sales process

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