Assistant Contact Center Supervisor

Interested in joining the Union Square team?

Recently certified as a Great Place to Work®, Union Square offers competitive salaries and robust benefits, including credit union-paid medical & dental insurance, telemedicine, life & disability insurance, long-term care, voluntary vision insurance, and paid time off. We also provide several employee discounts, an employer-sponsored 529 plan, and a generous 401(k) retirement plan.

We believe in the advancement of our employees and offer several promotional opportunities throughout the year. Union Square provides a work culture that is progressive, empowering, fun, and team-oriented.

Responsibilities:

The Assistant Contact Center Supervisor helps manage the daily operations of the contact center to ensure effective and efficient response time, quality of member service, and compliance with existing regulations and policies.

The following duties are typical for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

• Responsible for Contact Center Financial Service Representatives (FSR’s) and Universal performance. This includes but is not limited to pulling and analyzing reports to determine average wait time, average call time, volume by employee, and other metrics that will allow this person to ensure peak operational efficiency at all times
• Ensure that all Contact Center FSRs are fully trained on assigned duties as listed in their job descriptions, as well as any changes that might occur throughout the year. Fluent and in-depth knowledge of all software used within the FSR department and all Products/Services offered by Union Square 
• Responsible for the presentation of consistent information to our members at all times and for providing exceptional member service 
• Maintaining and improving current Contact Center standards by providing innovative solutions, strategies, as well as staying up to date on all contact center trends that could potentially benefit the Credit Union 
• Cultivate inclusive interdepartmental communication through Contact Center operations to ensure a positive member experience. Handle escalated situations regarding member complaints, requests, and transactions 
• Make corrections and refunds to member accounts and loans. Cross-sell Union Square products as applicable and refer the member to the appropriate USCU department 
• Assist with yearly and quarterly employee evaluations 
• Assist with the maintenance of online/phone member experience with direct and indirect applications 
• When necessary, answer the overflow of incoming calls from the call queue 
• Comply with all state and federal laws and regulations set forth by the National Credit Union Administration and other regulatory agencies 
• Check names against designated lists in compliance with BSA/AML/OFAC policy and procedures 
• Promote and maintain a positive and professional image of Union Square to employees, members, and the community 
• Secure and safeguard at all times the confidential information of members, employees, and the Credit Union pertaining to accounts, security, and personal information
• Must have the flexibility to deal with changing work hours and locations as needed 
• Responsible for knowing and adhering to USCU policies and procedures as outlined in the employee handbook and training manuals 
• Perform other duties as assigned by the supervisor, management, or Human Resources.

Experience:

Two to three years of Contact Center experience is preferred. Previous management experience is preferred. Must possess strong analytical skills and be able to read and interpret reports and formulate a course of action that supports credit union objectives. Excellent telephone manners and techniques. Strong social and communication skills. Demonstrated proficiency and expertise with Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software. Must be able to interpret and analyze financial data.

Education:

High school diploma or equivalent. Bachelor's Degree is preferred. 

Interpersonal Skills:

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. 

Physical Requirements:

The physical demands described here represent those that must be met by an employee to perform the essential functions of this job successfully. Reasonable accommodations that pose no hardship to Union Square or severe health or safety risk to others may be made to enable individuals with disabilities to perform the essential functions.

• Remaining in a stationary position, often standing or sitting for prolonged periods
• Vision requirements include close vision and ability to adjust focus
• Repeating motions that may include the wrists, hands, and/or fingers
• Light work that includes moving objects up to 20 pounds

Union Square Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.