Credit Union:

Clackamas Federal Credit Union

Region:

Oak Grove, OR

Closing:

1/31/2022

Job Description:

THIS JOB IS ELIGIBLE FOR A $1000 NEW HIRE BONUS**

Pay Range
$22.97 – $28.72 per hour per hour

Our Call Center Support Lead is responsible for assisting the Branch Manager in the overall operational management of the Call Center Branch. Acts as a subject matter expert for department policies and procedures. Assist the Branch Manager in coordination, audit, and training concerning the operations for the Call Center team.

Essential Functions

  • Collaborates in creating an encouraging environment by leading by example and mentoring employees to achieve top performance in service and sales.
  • Provide friendly and prompt internal and external service by modeling the service and sales initiatives of the organization.
  • Supports Branch Manager in implementing and monitoring team performance and department goals; helps in developing action plans to meet those goals.
  • Identifies coaching and trainings opportunities and provides frequent feedback to employees and manager regarding individual and group performance and progress on established goals and objectives.
  • Provides necessary support to Branch Manager in overseeing daily duties of the call center branch team; coordinates daily workflow, attendance, and schedules, including breaks, lunches, and overtime as needed.
  • Provides support to branch and other departments in questions and clarifications relating to existing Call Center Branch policies and procedures; recommends and implements new and revised procedures.
  • Ensures that Call Center Branch staff are trained on all Federal and associated compliance regulations and that the team follows all policies, procedures, and compliance issues.
  • Exercises as lead in operational approvals, corrections, overrides, completion of daily postings, and reconciliations.
  • Balances operational key controls, operational certifications; auditing that those tasks have been completed and logged.
  • Headlines any issues occurring with technology.
  • Monitors and delegates work through various digital communication channels and message centers; remote emails are assigned and processed within service level expectations.
  • Participate in regular staff and/or department meetings to review strategic goals and initiatives, and promote team building.
  • Monitors and analyzes operational reports and directs team to address items indicated on reports.
  • Perform all duties and responsibilities as outlined for Call Center staff.
  • Appropriately handle member complaints and adjustments; consistently log escalated member complaints while keeping manager apprised of trends and issues.
  • Meet or exceed sales and service goals, contributing to branch and member growth.

Experience:

  • REQUIRED: Two years of similar or related duties (as outlined in the essential functions), including time spent in similar or preparatory positions.
  • PREFERRED: Greater than two years of similar or related duties

Education:

  • REQUIRED: A high school degree or GED.
  • PREFERRED: A two-year college degree or completion of a specialized course of study.

 

This in NOT a virtual position – this position works in-person and on-site at our On-Site Call Center Offices (18600 SE McLoughlin Boulevard Milwaukie, OR 97267 and 15054 SE McLoughlin Blvd, Oak Grove, OR 97267).

 

Work Operation Hours:

8:45 AM – 5:45 PM Monday thru Friday, with alternating Saturdays (required) from 8:45 AM – 1:15 PM

 

Pay Range:

22.97 – 28.72 per hour

 

THIS JOB IS ELIGIBLE FOR A $1000 NEW HIRE BONUS**

** less applicable taxes; partial payment upon first full cycle pay check and after successful completion of six months of employment

 

If you are ready to partner with an organization that puts people before profits and has been supporting Clackamas County for over 60 years then apply now! Your new career awaits.

Employer-paid Benefits

Medical, Prescription, Dental, and Vision Coverage

Including chiropractic, acupuncture, nutritional counseling, and telehealth

Up to 30 Days Paid Time Off (based on hire date)

Short and Long Term Disability Coverage

Generous employer match 401(k)

Lifelong learning and training opportunities and reimbursement

Employee Assistance Program

Including confidential counseling, work-life solutions, financial information, and other resources