Member Contact Center Manager

Close Date: As soon as a qualified candidate is found

Oregon Community Credit Union has an opening for a Member Contact Center Manager in our Eugene Corporate Offices. The Member Contact Center Manager is responsible for providing multi-channel sales and service to the Credit Union’s membership. They enthusiastically lead and manage the operations of the Member Contact Center, ensuring optimum communication, teamwork, and goal achievement within the Member Contact Center Team and the Credit Union. The Member Contact Center Manager champion exceptional member service as delivered through remote services, ensuring that every member contact is treated as an opportunity for superior sales and service. 

Location: Eugene

Pay: $49,400 – $74,100 annually, commensurate with experience

Responsibilities:

  1. Direct, develop, motivate, hire and manage performance of branch personnel; administer evaluations and recommend appropriate personnel actions. Act as the team captain to build a strong and motivated team that fully understands the strategic vision and their purpose within the organization. Recognize and celebrate success with the team.
  2. Goal-oriented focus, taking full-ownership to drive branch results.
  3. Closely monitor branch-operating results relative to established objectives and insure that appropriate steps are taken to correct unsatisfactory conditions. Actively participate and maintain communications with the rest of the Credit Union; prepare and submit standard reports. Regularly attend scheduled management meetings and remain up-to-date on financial issues.
  4. Actively participate in the Credit Union’s sales and service culture. Must support, coach, and model the delivery of a highly satisfying member experience to acquire and retain full-service member relationships.
  5. Represent the Member Contact Center as appropriate in its relationships with members, sponsor organizations(s), suppliers, other financial institutions, and similar groups.
  6. Responsible for managing vendors and third party providers to ensure that they are meeting the Credit Union’s service standards and are in compliance.
  7. Proactively seek and embrace new opportunities and change involving new communication channels, new technologies, efficiencies, new products and services, procedures—resulting in optimum production.
  8. Monitor all branch activities to insure they are in compliance with established Credit Union policies and procedures, as well as other regulatory authority.
  9. Must follow all BSA regulations, including completing CTR reports when applicable, reporting suspicious activity via SAR when applicable and completing annual training.
  10. Perform other duties as assigned.

Expectations:

  1. To follow all company policies and act as a role model to others in the compliance of these policies. This includes, but is not limited to, providing exceptional internal and external service, championing company values, representing the Credit Union with a high level of professionalism, working hard to support teams, and arriving to work on time every day with a positive attitude.
  2. Ability to work independently with minimal supervision to establish priorities, activities, and specific direction.
  3. Maintain the highest level of confidentiality regarding all sensitive, confidential, and proprietary Credit Union information.
  4. Ability to manage multiple priorities and projects.
  5. Possess strong presentation, verbal, and written communication skills; highly organized and detail oriented.

Experience: Two years to five years of similar or related experience.

Education: Equivalent to a two-year college degree.

To see a full job description and to apply online, please visit us at https://www.oregoncommunitycu.org/about-us/careers/member-contact-center-manager.

Posted in Compliance, Compliance News.