• Supervisor, Member Contact Center

    Job Location
    United States-IL-Rolling Meadows
    Work Status
    Full-Time
    Department
    Member Contact Center
    FLSA Status
    Exempt
    Requisition ID
    2018-1865
  • Start a Rewarding Career with Alliant

    Why Alliant?

    We’re not a typical financial institution – we’re better. We’re an innovative, fun-loving, highly-engaged group of professionals that are committed to our company and the communities we do business in. We love to recognize and celebrate each other.

     

    Over 90% of our employees say we are a great workplace that is focused on our mission, vision and the future of banking.

     

    What will your day look like?

    You will be responsible for leading and coaching an assigned group of employees through the day-to-day operational responsibilities of the Member Contact Center. You will work with  the Manager, Member Contact Center to drive employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance.  The work involves moderate difficulty in sorting through and resolving complex member issues, coaching and training employees in the areas of member service quality and sales opportunities. Resources to do the job require reliance on technical knowledge of credit union products, policy, procedures, and performance management.

    Responsibilities

    Do you see yourself doing this? 

    • Leading and coaching assigned employees through the day-to-day operations of the Member Contact Center
    • Monitoring and tracking employee’s daily statistical performance including but not necessarily limited to the number of calls taken, average speed of answer, re-queued calls, not ready time, average handle time, products sold, products cross-sold, email contacts processed and/or received
    • Monitoring representative interactions to ensure quality of service is provided to all Credit Union members
    • Handling non-routine member issues and escalated member concerns from various contact channel resources
    • Incorporating calculated risk management into daily decision making whether directly member or representative-related
    • Collaborating closely with other credit union departments in resolving member issues
    • Monitoring phone calls, conducting side-by-side coaching and providing real-time feedback, motivation and recognition to all employees on your team and assigned programs daily
    • Monitoring employee knowledge levels and identifying training needs
    • Coaching employees by interpreting credit union policies and referring to procedure manuals
    • Leveraging internal training resources to train employees on products, processes, sales and service
    • Fostering teamwork and employee engagement

    Qualifications

    What makes you a great fit?

    You’ll be a great fit if in addition to the completion of a Bachelor’s degree, 3 years of customer service experience in a contact center environment, 1-2 years of sales experience,  you have/are:

    • Previous experience working in a financial institution preferred
    • Excellent verbal, written and interpersonal communication skills
    • A high level of energy and the ability to motivate and coach
    • Comfortable working in a fast-paced environment
    • Capable of managing multiple tasks involving occasional time constraints

    When you’re happy, we’re happy!

    As a thank you for joining our team, you’ll benefit from:

    • Competitive medical, dental, and free vision benefits
    • Competitive compensation plan
    • Contributions towards gym memberships
    • Generous PTO and banking holidays off

    Still not convinced? 

    We’re on the list of 100 Best Medium Companies to work for, check it out here. For more details you can also visit our Glassdoor and LinkedIn profiles.

     

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed