Verity Credit Union

Seattle, WA

Staff

Lauren Ploskey
laurenp@veritycu.com
(206) 361-5382

10/31/2017

Job Description:

VERITY CREDIT UNION

Call Center Supervisor

DEPARTMENT:  Member Service Center
FACILITY:  Seattle, WA – Northgate Headquarters
REPORTS TO:  Manager of Member Services
SUPERVISES:  6-10 staff members
FLSA STATUS:  Non-Exempt

STARTING BASE SALARY: DOE + great benefits & team performance incentives!

This position is full-time (37.5 hours per week). It is not a remote position.

Verity has been a local member-owned credit union offering a full range of financial products and services to our members since 1933. Verity means truth—and this guides our actions. Honesty may not be the easiest approach, but it is the right one. We will always be genuine and authentic, engaging in truthful interactions for the betterment of our communities, the people there, and their wallets.

Traditionally, banking is more about the increase of short-term profits. At Verity, we are looking at the long-term effects of our decisions and how they impact staff, members, and the communities we serve. Verity understands that a strong community is made up of strong individuals, and a thriving community helps its residents thrive. As individuals we are strong, but as a team, we have the ability to be exceptional. Join our team and be a part of the Verity difference.

We Believe. . .

  • Trust is earned each day.
  • Learning is lifelong; it never stops.
  • People come first, before the bottom line.
  • Community engagement propels us forward.
  • Teamwork is the foundation of our success.

 

POSITION SUMMARY

The Call Center Supervisor enhances our members’ lives by creating trusted relationships. This position is expected to bring our experience standards to life in every interaction by making it easy to do business, resolving issues emotionally and operationally, and valuing our members’ time.  He/she assists in maintaining the daily operations of the contact center, the coaching and development of branch staff, and monitors compliance with Verity’s policies, procedures, security measures, and applicable laws. This position provides positive support for our team, empowering them to satisfy members and promote Verity’s Core Values.

 

ESSENTIAL JOB FUNCTION

Floor Operations

  • Assists members with account servicing, inquiries, and problem-solving via telephone, chat, email and other online branch functions
  • Facilitates the onboarding of new members, identifies member needs and offers appropriate products and services
  • Provides floor support to call center representatives including acting as a subject matter expert
  • Offers immediate feedback and training as needed
  • Acts as an escalation point for resolving the most difficult customer issues
  • Implements and maintains policies and procedures to maximize efficiency and ensure proper documentation

Call Center Operations

  • Assists with the call center operations, wires, internal audits, scheduling, and opening/closing procedures
  • Ensures adequate phone coverage including making decisions about schedule changes
  • Acts as a resource for questions regarding Verity’s policies and procedures, including but not limited to those related to regulatory compliance
  • Serves as a backup to management in their absence

Building and Developing Teams

  • Facilitates training for new hires, provides refresher training, and helps communicate and follow up on new information related to products and procedures
  • Monitors and evaluates call center representative call behaviors to ensure quality standards and member specifications are met
  • Provides input for employee reviews
  • Consistently holds one on one coaching meetings which include follow up on individual and team goals
  • Mentors team members toward personal and professional growth
  • Performs other job-related duties as assigned

QUALIFICATIONS AND REQUIREMENTS

Education and Experience

  • Minimum of a High School diploma or equivalent
  • Experience in a call center and/or in a financial institution
  • Experience in Customer Service and Front Line Support
  • Ability to prioritize and manage multiple tasks
  • Strong problem solving skills required
  • Leadership or supervisory experience a plus

Knowledge, Skills, and Abilities

  • Strong verbal, written, and interpersonal skills
  • Detail oriented and good organizational skills
  • Ability to perform minor mathematical calculations and collect and analyze data
  • Ability to work independently and as a team member
  • Ability to present a positive and professional image to all employees and members
  • Ability to use a mainframe
  • Ability to organize and prioritize to meet work deadlines
  • Problem-solving skills
  • Knowledge of fundamentals of banking
  • Knowledge of government and Credit Union banking regulations and procedures
  • Ability to use 10 key

PHYSICAL CONSIDERATIONS

Verity Credit Union is committed to reasonably accommodating the physical aspects of the position.  The following is a list of physical considerations that are normally encountered in this job:

  • Ability to effectively and efficiently communicate with diverse membership and staff
  • Ability to sit or stand  for long periods of time
  • Ability to work on computers for a long period of time in an office environment
  • Ability to visually recognize and verify funds for endorsements and negotiability

Washington is an At-Will Employment State

Your employment is “at will”, meaning you are free to resign at any time, for any reason, with or without notice.  Verity Credit Union is also free to conclude the employment relationship with you at any time, for any reason, with or without notice.

No statement or promise by a credit union representative or board member may be interpreted as a change in the “at will” policy, nor would it constitute an employment or other contractual agreement.


Education/Experience Required:

  • Minimum of a High School diploma or equivalent